Our client is an established global creative studio in the entertainment industry, specialising in producing high-profile animation and family entertainment. Operating in a fast-paced and collaborative setting, they create content for international audiences across multiple platforms.
They are now seeking to hire an
IT Service Operations Analyst
to aid in the development and construction of foundational ITIL frameworks within Jira Service Management. This hands-on role is responsible for translating the IT leadership team's strategic vision into a fully functional CMDB structure, alongside configured Change and Incident management workflows.
Job Responsibilities
CMDB & Schema Development
Design and configure the CMDB (Assets) schema in Jira Service Management including object types, attributes, and relationships
Populate initial Configuration Item (CI) data using various import and reconciliation methods
Establish repeatable processes and governance models to maintain data accuracy over time
Document CMDB structures and operational processes for ongoing use by the broader IT team
Workflow Configuration & Integration
Build out and configure Change and Incident management workflows within Jira Service Management




Integrate Change and Incident processes directly with the CMDB schema
Collaborate closely with internal IT, Pipeline, and Rendering teams to align system structures
Proven experience standing up a CMDB from scratch including process design and tool configuration
Strong expertise in Jira, Confluence, and Jira Service Management (JSM Assets)
Deep understanding of ITIL configuration management principles, CI types, relationships, and governance
Demonstrated experience configuring Change and Incident management workflows in JSM
Proficiency with data import and reconciliation methods such as CSV import, API-based discovery, and JQL
Excellent written and verbal communication skills with the ability to translate high-level vision into technical execution
Nice-to-Have Skills
ITIL Foundation Certification
Scripting knowledge in Groovy or Python for process automation
Experience with automated discovery tools feeding directly into Jira Assets
Permanent work-from-home set-up
Dayshift (Australian Eastern Standard Time business hours)
Full-time job
HMO (STAFF only)
Annual leave
13-month pay
With Government mandated benefits
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📌 It Service Operations Analyst (Newcastle)
🏢 Virtual Staff 365
📍 Newcastle