About the roleAre you someone who enjoys improving the way technology services are delivered and making a real impact behind the scenes? We’re looking for an experienced IT Service Management (ITSM) professional to help drive service excellence across Change, Major Incident, Problem, Release and Configuration Management. In this varied role, you’ll support the continuous improvement of ITSM processes, coordinate configuration and software asset management activities, and contribute to the ongoing enhancement of our ITSM platform.
Working closely with technical teams, stakeholders and leaders across the organisation, you’ll provide trusted advice, champion best practice, and help ensure reliable, customer-focused IT services. You’ll be part of a collaborative team that values innovation, continuous improvement and strong service outcomes.
The ideal candidate will bring a solid understanding of ITIL and ITSM practices, along with experience in Change, Major Incident, Problem and Configuration Management processes. You’ll be a proactive relationship-builder with solid analytical skills, a customer-focused mindset, and the ability to balance strategic improvements with day-to-day operational demands. Experience with ITSM tools, a passion for continuous improvement, and the flexibility to occasionally work after hours, participate in an on-call roster, and travel to regional locations will set you up for success in this rewarding role.
About You!To excel in this role, you should possess:Possession of current ITIL Foundation Certificate or well-developed experience in Change, Major Incident, Problem and Configuration Management processes (preferably within ServiceNow).Experience providing technical leadership and mentoring to teams.Demonstrated in depth knowledge of ITIL methodology and processes.Working knowledge of ITSM toolsets (preferably ServiceNow).Sound conceptual and analytical skills,



including the ability to analyse information, identify and resolve complex problems, issues and recommend improvements.
About UsThe Public Transport Authority (PTA) is a leader in its field, driven by a simple and powerful purpose: getting everyone there. Through constant care, education and forward thinking, we provide a world-class network and workplace that will get everyone there.
Under the PTA, Western Australia’s public transport system is the best in Australia and among the most efficient, clean and safe networks globally. With over 150 million boardings across all services during FY24/25, our buses, ferries and trains move the people of WA where they need to go.
Moving millions of people requires the skill and commitment of a talented workforce, one that is fostered by a culture of inclusivity and benefits from its diversity. This is ultimately what ensures the PTA delivers on our purpose while upholding our values every step of the way.
Our ValuesThe PTA’s Values define what is important to us. Knowing our values helps you understand how we do business and what is expected of you as an employee of the PTA.
Upholding these values and applying them to your work requires a genuine and committed understanding.Safety - We are committed to safety and protecting your future.Respect - We value and respect our customers, suppliers and each other.Recognition - We recognise each other for achievement,



initiative and innovation.Integrity - We are honest and ethical.Sustainability - We consider the long-term economic, social and environmental impact of everything we do.
You can expect.Opportunities to grow through personal development and career pathwaysHealth and Wellbeing programs including access to a free 24/7 onsite GymSubsidised Corporate Apparel and SpectaclesSupportive Team EnvironmentOpportunity to join our Social Club offering savings and benefits all year round
There are two permanent full-time opportunities available for an immediate start. Applicants assessed as suitable through this process may be used to fill similar vacancies both fixed term and permanent that may arise within the next 12 months.
To be eligible to work permanently at the PTA you must be either an Australian Citizen, have Permanent Residency status or hold a current visa with permanent working rights in Australia.
The PTA is an equal opportunity employer and encourages people with disability, Aboriginal and Torres Strait Islander people and persons from culturally diverse backgrounds to apply.
Further InformationPlease contact Suresh Kalagara, ITSM Process Manager (08) 9326 5442 for specific information about the role.
For more information about the PTA, please visit www.pta.wa.gov.au.
For technical difficulties, please contact the RAMS helpdesk at 1300 733 056 or email [email protected].
How to ApplyApplicants must apply online, using the ‘Apply’ button, this will take you to the WA Jobs board, www.jobs.wa.gov.au where you will need to follow the instructions listed on the advert. If not directed straight to the position, please key Position Number 34436 or 36080 in the web search box.
Please note the closing date and time, as no emailed, late or pro forma applications will be accepted.
Closing Date: 5pm (AWST) on Wednesday, 22 July 2026

📌 ITSM Process Coordinator (Perth)
🏢 Public Transport Authority
📍 Perth