ITSM Support Specialist

St John of God Health Care; City of Melbourne; On-site; AUD 129,000 - 143,000; Full time

Benefits offered by this job

Salary packaging

Hybrid work model

Employee discounts

Job summary

St John of God Health Care is seeking an ITSM Support Specialist to join the Service Delivery team. The role focuses on supporting service management, reporting, configuration management and service transition across a complex technology environment.

Based in Melbourne or Perth, you will collaborate with Digital & Technology teams on projects and operations to enable seamless releases and data-driven insights.

Qualifications

• Experience delivering ITSM in a large, complex environment.
• Knowledge of ITIL practices and service management frameworks.
• Proven ability to analyse issues, translate to actions and drive improvements.
• Excellent communication and stakeholder engagement skills.

Responsibilities

• Develop and deliver ITSM reporting, SLA/KPI monitoring and insights for performance and governance.
• Build, maintain and optimise the Service Catalogue and CMDB with accurate data.
• Lead Transition to Support activities ensuring smooth handover of projects.
• Administer and enhance the ITSM toolset including dashboards and self-service features.
• Drive continuous improvement of ITSM processes and ITIL-aligned practices.

Skills

ITSM

ServiceNow

Stakeholder engagement

Problem solving

Data analysis

Communication

Tools

Microsoft technologies

ServiceNow ITSM

Job description

Your role at St John of God Health Care

An exciting opportunity is available for an ITSM Support Specialist to join our Service Delivery team. In this role you will play a key role in supporting service management, reporting, configuration management and service transition activities across a complex technology environment.

Based in either Melbourne or Perth, this role offers the opportunity to partner with Digital & Technology teams across both project and operational environments, helping to deliver seamless system releases, strengthen service management practices and provide data-driven insights that support service performance, governance and continuous improvement.

The Position:

• Develop and deliver ITSM reporting, SLA/KPI monitoring and data-driven insights to support service performance, compliance and continuous improvement.

• Build, maintain and optimise the Service Catalogue and CMDB, ensuring configuration data accuracy, governance and effective release management.

• Lead Transition to Support activities, ensuring projects are successfully handed over into operational support through robust ITSM processes and controls.

• Administer and enhance the ITSM toolset, including reporting, dashboards, training, documentation and self-service capabilities.

• Drive continuous improvement of IT service management processes, maintaining ITIL-aligned documentation, standards and stakeholder communications.

The ideal candidate will bring proven experience in IT Service Management or Service Delivery within a large and complex environment, with strong knowledge of ServiceNow ITSM modules, Microsoft technologies and IT service management best practices. You will have a demonstrated ability to analyse issues, solve problems, manage competing priorities and deliver high-quality outcomes that support operational performance and continuous improvement.

Success in this role will require excellent communication and stakeholder engagement skills, coupled with a proactive and customer-focused mindset. You will be committed to delivering exceptional service, maintaining performance standards and identifying opportunities to enhance processes, while building trusted relationships and responding effectively to the needs of caregivers and the wider organisation.

Candidates will have the opportunity to play a key role in maturing the IT Service Management portfolio, influencing process improvements, service excellence initiatives and the ongoing evolution of ServiceNow and ITIL-aligned practices.

Above all, patient care will be at the core of everything you do committing to and supporting our Mission and Values.

We can offer you

• Salary: $128,800 to $143,100 per annum plus 12% superannuation

• Full-time permanent position

• Located from our Perth Kings Square or Melbourne Collins St location

• Salary packaging up to $18,550 on a range of benefits such as mortgage, rent, meal entertainment, holiday accommodation or other everyday living expenses as well as options to salary package benefits above the FBT cap on items such as:

• A healthy work-life balance through flexible work options, additional purchased leave & well-being programs

• Employee discount on St John of God Hospital & Medical Services and Private Health Insurance

• Employee support through our dedicated free Employee Assistance Program (EAP)

• Access to a range of Lifestyle, Health & Wellbeing rewards and discounts

• Benefit from a flexible hybrid work model, with up to 40% work from home and 60% office-based collaboration.

• Central CBD location close to public transport

Position may be filled before closing date if a suitable candidate is identified

Please note: If suitable candidates are identified, shortlisting and interviews may begin before the advertisement closes.

St John of God Health Care embraces diversity and strongly encourages applications from Aboriginal and Torres Strait Islander peoples and people with disabilities. We are committed to providing a safe environment for all children and vulnerable people in our care and proactively take measures to protect children/vulnerable people from abuse.