ITSM Solutions Specialist

ITSM Solutions Specialist
Our client is searching for ITSM Solutions Specialist who will be required to work within existing frameworks and/or approved projects, analyse product and service requirements and required service levels, and determine effort required to integrate new service requirements into the ITSM tools, including ServiceNow. 

Some of the responsibilities will be:
  • Create work packages, including cost estimates and timeframes to integrate service providers and new services into the ITSM tools.
  • Manage and coordinate the translation of ITSM designs into solutions within the ITSM tools, working closely with the ITSM technical teams to implement solutions.
  • Determine, prioritise, and oversee delivery of functional service requirements and proposed service design options based on in-scope service management tools (e.g., full, or partial integrations between ServiceNow and Service Provider ITSM tools, or manual methods of data exchange). Ensure designs are clear and unambiguous so that ITSM tools team can efficiently translate them into coded solutions.
  • Ensure the ITSM design activity for on-boarding services and service providers incorporates all key processes, as determined by the organisation’s ITSM Operating Model. These will likely include the following core functions:
  • Incident, Problem, Change, Request, Event and Availability Management and Service Continuity and Disaster Recovery plans.
  • Coordinate the on-boarding and transition of Service Providers, teams, practices, processes, procedures, and knowledge-based articles, working with the ITSM tools team to onboard data.
  • into ITSM tools. Ensure all artefacts are prepared and ready for go-live, and that all stakeholders are informed, consulted, and trained where necessary.
  • Proactively assess ongoing viability of designed ITSM solutions via key stakeholder consultation, cost analysis, and use of key performance indicators to monitor supplier performance and to ensure continuous improvements are identified. Also assess opportunities to create service value through potential ServiceNow integration with existing vendors where such interfaces do not exist.
  • Ongoing proactive review of the workability of the ITSM solution design process and analyse and propose subsequent improvement opportunities where service value can be enhanced, and where aspects of the end-to-end process can be refined or improved, particularly to streamline migration activities and reduce timeframes.

The ideal candidate should have:
  • ServiceNow practitioner experience with broad knowledge of the tool’s capabilities and deep experience with developing solution designs to meet business requirements.
  • Demonstrated ability to translate requirements and design efficient and effective ITSM service solutions.
  • A working knowledge of IT service principles and frameworks including ITIL, process tools, frameworks, and best practice methods.
  • Demonstrated and strong experience in business writing/reporting.
  • Demonstrated ability to manage multiple priorities within a dynamic environment
  • IT industry experience (10 years minimum).
  • Minimum ITIL Practitioner certification.
  • Degree in IT or equivalent experience.
  • Must be an Australian Citizen.
  • Must be able to achieve and maintain an Australian Government National Security Clearance at the required level.
If you would like to have a confidential discussion about the opportunity, you may contact me at; otherwise, submit your CV for application.
Melbourne (North Melbourne)
I.T. & T
Charbel Lagarto