ITSM Specialist

Recruitment House; Sydney; Hybrid; AUD 120,000 - 180,000; Full time

Job summary

Recruitment House in Sydney is seeking an ITSM Specialist to lead ITIL processes across incident, problem, change and GRC in a hybrid, permanent role.

Work on Greenfields ServiceNow projects, partner with site IT/OT teams and vendors, and drive continuous improvements to deliver stable IT services and strong customer experience.

The role offers influence over the ITSM landscape and opportunities to shape automation and process standards.

Qualifications

• Strong ITIL4/ITSM background with focus on process governance.
• Experience delivering ITSM processes and governance across incident, problem, change, and GRC.
• Ability to work with service owners, project teams and vendors to drive improvements.

Responsibilities

• Oversee ITSM processes across Incident, Problem, Change and GRC.
• Drive continuous improvement and automation to reduce risk and improve service outcomes.
• Ensure IT services are delivered with alignment to SLAs and business priorities.

Skills

ITIL4

ITSM

Incident Management

Problem Management

Change Management

Vendor Management

Automation

Service Reporting

Tools

ServiceNow

Job description

• Sydney-Based – Hybrid – Permanent Position
• Exciting Greenfields Projects where you’ll be empowered to influence the ITSM landscape
• Greenfields ServiceNow Implementation
  

• IT Service Management Specialist
• Sydney-Based – Hybrid – Permanent Position
• Exciting Greenfields Projects where you’ll be empowered to influence the ITSM landscape
• Greenfields ServiceNow Implementation
  

The Opportunity

This is a fantastic opportunity to work on Greenfields Projects, where you’ll help a large and complex organisation build structure and processes whilst driving an uplift in ITIL process maturity and streamlining operational efficiencies across a dynamic and mission-critical business environment. This is an influential opportunity to work across all four pillars of the ITSM Framework across Incident Management, Problem Management, Change Management, and GRC Process Management, with Continuous Improvements at the core.

The Role & Responsibilities

Ideally, you will have a strong service desk background. As an ITSM Specialist, your role is responsible for the effective delivery, governance, and continuous improvement of IT service management processes across the organisation to ensure stability, reliability, and a high-quality customer experience. This role focuses on core ITIL processes, supported by strong service reporting and vendor performance management, and the introduction of automation and innovation to improve efficiency, reduce operational risk, and enhance service outcomes. You will ensure that IT services are delivered efficiently, changes are implemented with minimal disruption, and service stability and quality are maintained in alignment with agreed service levels, business priorities, and best-practice service management frameworks. You’ll enjoy working closely with service owners, project teams, site-based IT/OT teams, and vendors to ensure ITSM processes are integrated, standardised, and consistently applied.

Incident and Request Management

• Manage and oversee the end-to-end incident and request fulfilment processes to ensure timely resolution and high customer satisfaction
• .Monitor operational performance, incident trends and service KPIs prioritise critical incidents, and coordinate escalations to restore service within agreed SLAs
• .Ensure all requests and incidents are logged, categorised, and resolved in accordance with ITIL4 best practices
• .Identify recurring issues and collaborate with technical teams to reduce incident volumes and improve service stability
  

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Problem Managemen

• tOwn and manage the Problem Management lifecycle, ensuring underlying causes of recurring or major incidents are identified and address
• ed.Conduct root cause analysis for recurring or major incidents to prevent recurren
• ce.Maintain a problem register, ensuring known errors, workarounds and corrective actions are documented and communicated to the relevant stakeholde
• rs.Collaborate with technical teams and vendors to prioritise, track, and implement permanent fixes and preventative actio