ITSM Specialist
We are seeking an established and detail-oriented ITSM Specialist to drive the delivery, governance, and continuous improvement of our IT services. Leveraging at least three years of professional experience, you will actively contribute to the effective management of incidents, problems, changes, and service requests.
Responsibilities
* Service Operations & Team CollaborationExecute day-to-day IT service operations, ensuring tickets are managed effectively; collaborate within a small team to support colleagues; serve as liaison between service desk, technical specialists, vendors, and stakeholders; monitor service performance, ticket queues, and escalations to maintain SLAs and consistent quality standards; communicate service status, risks, and technical information clearly to non-technical stakeholders; assist across all ITSM disciplines as required.
* Incident ManagementProactively monitor systems to identify incidents and potential service disruptions; ensure all incidents are accurately logged, categorized, prioritized, and tracked; perform initial investigation, diagnosis, and troubleshooting before routing to specialized technical teams; manage incidents end-to-end, taking ownership of timely resolution and customer satisfaction; facilitate escalations for high-priority and critical incidents; support major incident management, communication efforts, and post-incident reviews.
* Problem Management & Root Cause AnalysisAnalyze data and reports to identify trends and recurring issues; conduct root cause analysis to prevent incident recurrence; contribute to problem investigations and post-incident reviews; produce clear, actionable problem and incident reports.
* Change, Configuration & Continuous Service ImprovementAssist in administering ITIL-aligned Change Management processes, including assessment, approval, scheduling, and communication of changes; work with technical teams to maintain accurate configuration items (CMDB); support continuous service improvement initiatives; assist with reporting, performance tracking, dashboard development, and service reviews.
Required Skills & Experience
* Minimum of 3 years of proven, hands-on experience in an IT Service Management or IT service delivery role.
* Strong practical application of ITIL frameworks, specifically Incident, Problem, Change, Service Request, and Configuration Management.
* Demonstrated experience managing incident lifecycles, escalations, and post-incident activities.
* Solid analytical and problem-solving skills, with a track record of identifying root causes and actionable improvement opportunities.
* Excellent stakeholder management and communication skills across both technical and business audiences.
* Proficient in using enterprise ITSM tools (e.g., ServiceNow, Jira).
Additional Expectations
* Demonstrate flexibility and willingness to assist across Incident, Problem, Change, and Service Improvement functions as team priorities shift.
* Contribute to broader Service Delivery Management activities during periods of low incident volume.
* Support cross-functional service delivery tasks as required to help the team succeed.
Desirable
* ITIL Foundation or higher certification.
* Previous experience operating within enterprise or government environments.
* Working knowledge of reporting and analytics tools (e.g., Excel, Power BI).
* A solid understanding of service performance metrics and reporting.
On-Call Requirements
* Participate in a 24/7 on-call roster (approximately 1 week in 4).
* Respond to and manage incident resolution activities outside standard business hours.
* Demonstrate reliability, responsiveness, and sound decision-making skills during after-hours support.
Security & Location Requirements
* Citizenship: Australian Citizenship required.
* Clearance: Must hold or be eligible for a Negative Vetting 1 (NV1) security clearance.
* Location: Ability to work onsite in Canberra a minimum of 4 days per week.
Equal Opportunity Employer
NTT DATA is an Equal Opportunity Employer. We do not discriminate on the basis of age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected class.
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