ITSM Practice Specialist

Our IT Service Management team with the Information Technology Branch (ITB) is a group of Service Management professionals who are passionate about the value we add to support the Department of Transport and Main Roads (TMR) and to the people of Queensland.

In the role of Information Technology Service Management (ITSM) Practice Specialist, you will apply ITSM frameworks, processes, and tools, to provide comprehensive support across a variety of practices within the Service Management Office (SMO). The ITSM Practice Specialist will understand the goals, objectives and strategies of the practices under Management and to provide support to the ITSM practice Leads within the SMO as delegated.

Some of your responsibilities will include:

• Coordinate and lead the efforts of staff towards the resolution of managed incidents experienced within the ICT environment, while providing timely updates to stakeholders and customer representatives through various mediums.
• Participate in the continuous improvement of ITB's Incident Management process focusing on maximising service availability, improving quality, efficiency, cost effectiveness, stakeholder communication and customer satisfaction.
• Assist ITSM practice leads with the implementation and maintenance of ITSM processes, including Incident Management, Change Enablement, Problem Management, Configuration Management, Capacity Management and other ITSM practices. Collaborate with stakeholders to ensure adherence to established processes and identify areas for improvement.
• Adhere to ITSM standards, policies, and procedures to optimise service delivery and customer satisfaction by applying IT Information Library (ITIL) frameworks and methodologies to ITSM processes and continuous improvement.
• Create and maintain strong internal and external stakeholder relationships with ITB colleagues and customer representatives in relation to all aspects of the department's Service Management practices.

Requirements of the role:

• ITIL Foundations qualification is highly desirable.
• Sound understanding and knowledge of ITSM practices, how they work together and best practice implementation and governance.
• Strong analytical, written, and verbal communication skills with the ability to articulate technical and business value / outcomes to varying audiences.
• Demonstrated accountability for the execution and quality of results through professionalism, persistence, and transparency.

Applications will remain current for 12 months.

Close date: Thursday 2 May 2024

For more information, please contact:

Ian Gomersall, ITSM Practice Manager (Incident Management)

Phone: 07 3066 8075