Job Description
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 cooperative environment, they create content for international audiences across multiple platforms.
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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.
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Job Responsibilities
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CMDB & Schema Development
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Design and configure the CMDB (Assets) schema in Jira Service Management including object types, attributes, and relationships
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Populate initial Configuration Item (CI) data using various import and reconciliation methods
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Establish repeatable processes and governance models to maintain data accuracy over time
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Document CMDB structures and operational processes for ongoing use by the broader IT team
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Workflow Configuration & Integration
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Build out and configure Change and Incident management workflows within Jira Service Management
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Integrate Change and Incident processes directly with the CMDB schema
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Collaborate closely with internal IT, Pipeline, and Rendering teams to align system structures
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Proven experience standing up a CMDB from scratch including process design and tool configuration
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Strong expertise in Jira, Confluence, and Jira Service Management (JSM Assets)
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Deep understanding of ITIL configuration management principles, CI types, relationships, and governance
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Demonstrated experience configuring Change and Incident management workflows in JSM
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Proficiency with data import and reconciliation methods such as CSV import, API-based discovery, and JQL
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Excellent written and verbal communication skills with the ability to translate high-level vision into technical execution
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Nice-to-Have Skills
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ITIL Foundation Certification
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Scripting knowledge in Groovy or Python for process automation
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Experience with automated discovery tools feeding directly into Jira Assets
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Permanent work-from-home set-up
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Dayshift (Australian Eastern Standard Time business hours)
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Full-time job
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HMO (STAFF only)
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Annual leave
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13-month pay
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With Government mandated benefits
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📌 It Service Operations Analyst (New South Wales)
🏢 Virtual Staff 365
📍 New South Wales