Overview
The Bureau’s Data and Digital group (DDG) is responsible for the ICT systems the Bureau relies on to provide trusted, reliable and responsive weather, water, climate, ocean and space weather services for Australia – all day, every day.
The Service Delivery & Performance Team within the Service and Infrastructure program (SIM) is responsible for the development, support, and maintenance of the Bureau's IT Service Management system, currently Cherwell. It is also responsible for leading the Service Management Capability and maturing of the ITIL based processes that support Enterprise Service Management across the Bureau.
We are seeking a suitably qualified person to carry out the duties of ITSM Manager, which includes managing and liaising with partner organisations involved in the provision of the ITSM system, owning and governing the service management capability, and reporting and monitoring of service performance. Proficient in overseeing ITSM platform migrations; experience with Cherwell-to-Neurons transition is highly advantageous.
Role responsibilities
1. Successfully manage the transition of the Bureau's ITSM platform from Cherwell to Neurons, ensuring minimal disruption and full operational continuity.
2. Govern and mature the Service Management capability.
3. Deliver and enhance service performance reporting.
4. Manage the daily support and operation of the bureau's IT Service Management system.
5. Manage the development of the bureau's IT Service Management system, in consultation with ITSM process uplifts and support teams.
6. Manage the ongoing contractual support arrangements to provide technical services for the ITSM system, from the Support vendor.
7. Manage procurement activities required for the development and support of the ITSM system.
8. Lead a small in-house support and development team.
9. Maintain relationships with key stakeholders across the Bureau.
10. Co-ordinate and provide basic training and knowledge on the use of the ITSM system, using various methods including, small group sessions, FAQs and QRGs documents.
11. Comply with all Bureau work, health and safety policies and procedures, and taking reasonable care for your own health and safety and that of employees, contractors and visitors who may be affected by your conduct.
Mandatory qualifications
- A degree or diploma of an Australian educational institution, or a comparable overseas qualification, which is appropriate to the duties; OR other comparable qualifications or experience, which are appropriate to the duties.
- ITIL v3 certification or relevant experience in ITIL processes and ITSM systems
- ITIL 4 Certification and relevant experience managing service management practices
Merit pool
The selection process will establish a merit pool that may be used to fill similar positions within 18 months.
Your application will consist of resume, contact details for two referees and an ‘500-word pitch’ that considers:
- Salary match
- Number of applicants
- Skills match
The Bureau of Meteorology is Australia's national weather, climate and water agency. Its expertise and services assist Australians in dealing with the harsh realities of their natural environment, including drought, floods, fires, storms, tsunami and tropical cyclones. Through regular forecasts, warnings, monitoring and advice spanning the Australian region and Antarctic territory, the Bureau provides one of the most fundamental and widely used services of government. The Bureau contributes to national social, economic, cultural and environmental goals by providing observational, meteorological, hydrological and oceanographic services and by undertaking research into science and environment related issues in support of its operations and services.
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