* Location: Sydney (Hybrid 4 days a week and 1 day WFH)
* Hours: Full-time, 8 hours/day, 40 hours/week
* Pay Rate: $720-880/day + super
* Contract Length : 2 months
* Start Date: Immediate
Our Client
Our client is a government-backed regional services agency with a footprint spanning across New South Wales. With over 1,000 staff and a strong operational presence in both metropolitan and rural areas, the organisation plays a critical role in delivering environmental, biosecurity, and community support services. Headquartered in Sydney with offices across the state, they are known for their community impact, regional partnerships, and commitment to sustainable land management. The team culture promotes collaboration, continuous improvement, and service excellence across a broad range of programs.
About the Role
We're seeking a Systems Support Specialist with deep expertise in Jira Service Management (JSM) to lead a short-term optimisation project. This 2-month engagement will focus on assessing and enhancing the existing JSM setup to better align with ITIL4 best practices and improve ICT service desk functionality. Working both onsite (Sydney) and remotely, you'll be responsible for identifying gaps, delivering hands-on improvements, and supporting the internal team with clear documentation and best practice recommendations.
Key Responsibilities
* Audit the current JSM configuration including workflows, SLAs, automations, queues, and request types
* Identify gaps and misalignments with ITIL4 standards and propose practical enhancements
* Implement approved changes including workflow updates, SLA tuning, and automation improvements
* Collaborate with ICT and service desk stakeholders to validate operational requirements
* Develop system documentation and configuration handover guides to support internal teams
* Translate technical adjustments into user-friendly instructions for non-technical staff
* Ensure optimisations support both immediate operational efficiency and long-term scalability
* Maintain continuity of service during changes and minimise disruptions
* Contribute to improving KPI visibility and reporting for better service management insights
* Audit the current JSM configuration including workflows, SLAs, automations, queues, and request types
* Identify gaps and misalignments with ITIL4 standards and propose practical enhancements
* Implement approved changes including workflow updates, SLA tuning, and automation improvements
* Collaborate with ICT and service desk stakeholders to validate operational requirements
* Develop system documentation and configuration handover guides to support internal teams
* Translate technical adjustments into user-friendly instructions for non-technical staff
* Ensure optimisations support both immediate operational efficiency and long-term scalability
* Maintain continuity of service during changes and minimise disruptions
About You
* Extensive experience in Jira Service Management administration and configuration
* Solid understanding of ITIL4 framework and ITSM principles in practical environments
* Proven track record in service desk improvement projects or JSM tool assessments
* Strong skills in configuring JSM components such as workflows, SLAs, queues, and automations. Confident in stakeholder engagement and translating technical solutions for broad audiences
* Excellent documentation and communication capabilities
* Highly self-motivated with the ability to meet deliverables under tight timelines
* Experience in government or regulated environments (highly desirable)
* Must have valid working rights in Australia – Australian citizens, permanent residents, or long-term visa holders only
* As a mandatory requirement for this contract role required by our client, applicants are kindly asked to complete a compliance check and upload their work rights verification at Incomplete submissions may not be considered. If you have any questions or need assistance with the process, please don't hesitate to contact our team—we're here to help
Application Process
We encourage candidates who are passionate about making a difference and possess the necessary experience and skills to apply. Please submit your CV along with a cover letter detailing your qualifications and interest in the role to. For confidential inquiries, contact our recruitment team at (02) 7208 7776 (Sydney), (03) 9001 7776 (Melbourne), (07) 3866 7776 (Brisbane) or (08) 6118 7776 (Perth).
Our client is an equal-opportunity employer committed to diversity and inclusion. We welcome applications from all qualified individuals, regardless of their background. Join us and be part of a team that is shaping the future of the industry. #J-18808-Ljbffr