? IT Service Management (ITSM) Support Specialist

? Canberra | ? NV1 Clearance Required (with willingness to uplift to NV2)

Make an Impact Through Better IT Service Experiences

Every great technology experience starts with strong service management behind the scenes.

We're looking for an ITSM Support Specialist to support service requests, incident management, and problem management activities while working closely with users and stakeholders to improve service delivery outcomes. This is an excellent opportunity for someone looking to grow their career in IT Service Management, Service Delivery, or Business Analysis .

What You'll Be Doing

✅ Support Service Request, Incident, and Problem Management processes

✅ Gather and document user requirements accurately

✅ Monitor requests and support SLA performance

✅ Communicate updates with users and stakeholders

✅ Maintain service catalogues, forms, and documentation

✅ Assist with user stories, process mapping, and business requirements

✅ Participate in Major Incident Management activities

✅ Support root cause investigations and problem management processes

✅ Collaborate with experienced ITSM professionals and build practical service management expertise





What We're Looking For

✔ NV1 Security Clearance (with willingness to uplift to NV2)

✔ ITIL 4 Certification (mandatory)

✔ Experience in customer service, service desk, IT support, or administrative support environments

✔ Strong communication and stakeholder engagement skills

✔ Exposure to ITSM or Service Desk environments

✔ Experience with tools such as ServiceNow, BMC Helix, Jira Service Management, Ivanti, or similar platforms

✔ Analytical thinking and problem-solving abilities

✔ Solid organisational and time management skills

Why Join Us?

This role offers hands-on experience across ITIL practices, stakeholder engagement, process improvement, and service operations, providing a strong foundation for a long-term career in IT Service Management.

? If you're passionate about helping people, improving processes, and delivering better service experiences, we'd love to hear from you.

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📌 IT Service Management (ITSM) Support Specialist (Canberra)
🏢 Unisys
📍 Canberra