Itsm Support Specialist

Unisys; Canberra; On-site; AUD 70,000 - 100,000; Full time

Job summary

Unisys is seeking an ITSM Support Specialist to join our Canberra team, delivering effective service management for requests, incidents, and problems. You will interact with users to gather requirements, document needs, and coordinate outcomes to improve service delivery.

You will gain hands-on exposure to ITIL practices and ITSM platforms (BMC Helix, ServiceNow, Jira Service Management, Ivanti) while collaborating with seasoned ITSM professionals to build practical service management expertise.

Qualifications

• ITIL 4 Certification is mandatory.
• Minimum NV1 Security Clearance with willingness to uplift to NV2.
• Exposure to ITSM platforms such as BMC Helix, ServiceNow, Jira Service Management, Ivanti, or similar tools.
• Understanding of service management principles and ITIL practices.
• Good organizational and time management capabilities.

Responsibilities

• Support Service Request, Incident, and Problem Management processes.
• Engage with users to gather requirements, clarify needs, and ensure requests are accurately documented.
• Monitor service requests and follow up on actions to support SLA performance.
• Communicate updates and progress to users and stakeholders.
• Help maintain and improve the service catalogue, request forms, and service documentation.
• Assist with creating user stories, process maps, and supporting business requirements.
• Participate in Major Incident Management activities, including communications and incident reviews.
• Support root cause investigations and problem management activities by tracking actions and maintaining accurate records.
• Collaborate with experienced ITSM professionals while developing practical service management expertise.

Skills

Communication skills

Interpersonal skills

Analytical thinking

Team player

Education

NV1 Security Clearance

ITIL 4 Certification

Tools

BMC Helix

ServiceNow

Jira Service Management

Ivanti

Job description

Make an Impact through better IT Service Experiences

Every great technology experience starts with strong service management behind the scenes. As an ITSM Support Specialist, you'll help ensure service requests, incidents, and problem management activities run efficiently and accurately, partnering with users and stakeholders to gather requirements, coordinate outcomes, and improve service delivery.

Ideal for someone ready to move beyond traditional support or administration, this role offers hands‑on exposure to ITIL practices, stakeholder engagement, requirements gathering, process improvement, and service operations, creating a strong pathway into IT Service Management, Business Analysis, or Service Delivery while contributing to high‑quality customer outcomes.

What You'll Do

• Support Service Request, Incident, and Problem Management processes.
• Engage with users to gather requirements, clarify needs, and ensure requests are accurately documented.
• Monitor service requests and follow up on actions to support SLA performance.
• Communicate updates and progress to users and stakeholders.
• Help maintain and improve the service catalogue, request forms, and service documentation.
• Assist with creating user stories, process maps, and supporting business requirements.
• Participate in Major Incident Management activities, including communications and incident reviews.
• Support root cause investigations and problem management activities by tracking actions and maintaining accurate records.
• Collaborate with experienced ITSM professionals while developing practical service management expertise.

You will be successful in this role if you have:

Minimum NV1 Security Clearance with willingness to uplift to NV2.

ITIL 4 Certification is mandatory

Strong communication and interpersonal skills.

Exposure to IT Service Management or Service Desk environments.

Familiarity with ITSM platforms such as BMC Helix, ServiceNow, Jira Service Management, Ivanti, or similar tools.

Understanding of service management principles and ITIL practices.

Good organizational and time management capabilities.

A collaborative approach and willingness to work within a team environment.

Analytical thinking and problem‑solving skills.

If you're passionate about helping people, improving processes, and building a career in IT Service Management, we'd love to hear from you.

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers.

If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [e-mail] . US job seekers can find more information about Unisys’ EEO commitment here .

ITSM Support Specialist • Canberra, Australia