ITSM & ITIL Specialist — Incident, Change & Service Quality

Areti Professional; Sydney; Hybrid; AUD 100,000 - 135,000; Full time

Job summary

Areti Professional in Sydney is seeking an ITIL / ITSM - IT Service Management Specialist for a city-based permanent role with hybrid work arrangements. You will champion delivery, governance and continuous improvement of company-wide service management processes.

The role focuses on establishing and improving ITIL processes, including incident, problem, change and service reporting, while aligning with ITIL4 and COBIT frameworks.

Qualifications

• Experience managing IT service management processes in a large or complex organisation.
• Experience with ITIL practices: Incident, Request, Problem and Change Management.
• Experience with ITIL / COBIT or other technology frameworks.
• Proficiency with Windows, Microsoft 365 and Azure is preferred.

Responsibilities

• Manage end-to-end incident and request fulfilment processes to ensure timely resolution.
• Monitor incident trends and KPIs, coordinate escalations to meet SLAs.
• Oversee Change Advisory Board (CAB) meetings and change governance to minimise disruption.
• Ensure ITIL processes comply with corporate policies, security standards and regulatory requirements.
• Collaborate with business to deliver IT solutions and services while supporting lifecycle activities.

Skills

Incident management

Change management

Problem management

Service delivery

Communication skills

Team collaboration

Education

Tertiary qualification in IT or related

ITIL4 certification desirable

COBIT experience desirable

Tools

ServiceNow ITSM

Windows

Microsoft 365

Azure

Job description

Areti Professional in Sydney is seeking an ITIL / ITSM - IT Service Management Specialist for a city-based permanent role with hybrid work arrangements. You will champion delivery, governance and continuous improvement of company-wide service management processes.

The role focuses on establishing and improving ITIL processes, including incident, problem, change and service reporting, while aligning with ITIL4 and COBIT frameworks.