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Must be Perth based role | Leverage IT support experience to improve processes Collaborate with automation and ITSM teams WFH opportunity | Permanent opportunity About the Role We're looking for an Automation Specialist to join our Service Desk team – not in a technical support capacity, but to drive process improvement and service efficiency across IT support functions. In this role, you'll use your hands-on understanding of IT infrastructure, Service Desk operations, and ITIL/ITSM practices to identify opportunities for automation and process optimisation. You won't be writing code or scripts — you'll be working closely with the Automation and Service Management teams to design and shape solutions, then hand them over to be built and deployed. Key Responsibilities Analyse current support processes across the Service Desk and identify opportunities for automation or streamlining. Collaborate with the Automation team to design workflows and solutions that improve response times, reduce manual effort, and enhance service delivery. Map and document service processes, user journeys, and escalation paths to enable better automation outcomes. Act as the voice of the Service Desk in cross-functional discussions around continuous improvement and tooling. Recommend enhancements to ITSM platforms and processes aligned with ITIL best practices. Partner with stakeholders across IT and business support functions to align automation efforts with operational goals. Track performance and outcomes of implemented automation to ensure effectiveness and adoption. About You Previous experience working within a Service Desk or IT support environment. Strong understanding of IT infrastructure, incident/request lifecycles, and common support challenges. Strong experience with automation and process improvements Familiarity with ITIL frameworks and experience working with ITSM tools (e.g., ServiceNow, Freshservice, Cherwell). Ability to translate operational pain points into process improvement initiatives. Experience working with or alongside automation or process improvement teams. Comfortable engaging with technical and non-technical stakeholders across business units. If you've lead automation and process improvements within a service desk team and are open to contract opportunities, we want to hear from you. Reach out to amaleen.ibrahim@kapital.com.au with your updated CV. Kapital Consulting is a niche Fintech Recruitment Business specialising in Technology, Project Services and Data Recruitment across Australia. For more information connect with us on www.kapitalconsulting.com.au and follow us on www.linkedin.com/company/kapital-consulting
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
Job function
* Job function
Engineering and Information Technology
* Industries
Human Resources Services
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