Australian Citizens residing in Australia with Baseline Clearance only respond.
Contract start 16 October 2023 to 12 months, with 12 months extensions.An opportunity to come in at the ground floor of a new ITSM function, and lead the development of all processes, tools, and governance.Practical experience with ITIL 4 and general ITSM practices in an Agile context is required.Statement of Work
Develop and maintain a set of Service Management practices and principles based on the ITIL (Information Technology Infrastructure Library), whilst adapting to the needs of the business and ensuring quality services.Accountable for the development and maintenance of service level agreements (SLAs) in consultation with business units to establish incident and problem resolution expectations and timeframes to meet business objectives.Drive continuous service improvement across all IT services and systemic problem resolution.Lead Major Incidents and Change Management events according to ITIL policies.Responsible for the development and implementation of action plans to address service underperformance.Contribute to the proper management of IT systems, ensuring appropriate practices are in place and adhered to.Take a lead role in process improvement initiatives across the team, with a view to increasing efficiency and customer satisfaction.Responsible for the prioritization of problems with business and GA Enterprise ICT input.Proactively seek feedback from business units on a regular basis to ensure support meets their needs and identify additional areas of change required.Responsible for the successful transition of new services to operation using the TTO (Transition to Operation) governance forum.Assist with the coordination of ad-hoc BAU business requests.Selection Criteria
Experience with managing services in an ITIL and Agile context, including Enterprise Change Management, Release Management for ICT services, and managing Problem and Incident scenarios.Ability to document process and governance artifacts such as workflows and design documentation, and to develop and document SLAs.Ability to work collaboratively and operate effectively in a small team environment, and to communicate effectively with technical and non-technical stakeholders.Additional Requirements
Experience with Jira Service Management.Previous experience as part of a multi-disciplinary, Agile team.Knowledge of EO/remote sensing/satellite data.
#J-18808-Ljbffr