ITSM Support Specialist - Elevate Service Delivery with ITIL

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

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.