eHealth Queensland are excited to welcome applications for an ITSM Operational Specialist to join our Enterprise Technology Services Branch!
The Enterprise Technology Services Branch works to ensure Queensland Health has highly secure, secure and cost-effective ICT systems and infrastructure to enable the provision of the best possible level of healthcare.
We are passionate about advancing healthcare through digital innovation and, through collaboration with our customers and partners, implement improvements and better ways of doing things to improve patient care, while continuing the ongoing maintenance and upgrading of existing infrastructure and systems.
About the role:
As the specialist for ICT Incident Management, you'll focus on providing support and leadership for organisation-wide ICT/ITIL Incident Management standards, processes, and toolsets.
This includes performing the role of Major Incident Coordinator (MIC) after hours, participating in the team's on-call roster, facilitating Post Incident Reviews (PIRs) for all major incidents, and ensuring key PIR actions are recorded and traceable through to completion.
This is an opportunity to join an enthusiastic team of service professionals tasked with governing and coordinating the processes for ICT Incident Management, ICT Change Management, and Problem Management within eHealth Queensland.
You will:




Support the Process Owner by monitoring and reporting on the performance of both ICT Incident Management and Problem Management practices.
Identify and drive opportunities for process improvement, including within the organisation's IT Service Management system (ServiceNow).
Advise and collaborate with stakeholders to ensure broad process understanding and compliance exists.
Exercise your advanced communication, facilitation, and organisation skills.
Receive comprehensive on-the-job training specific to eHealth Queensland's current ITIL/ITSM processes.
Other key responsibilities include:
Develop and maintain ITIL/ITSM process documentation, templates, process RACIs, stakeholder training resources, and process reporting metrics and dashboards.
Consult diverse stakeholder groups to drive adoption and maturity of ITIL/ITSM processes and methodologies within eHealth, other Queensland Health agencies and Hospital and Health Services to ensure process compliance, and efficiencies with a focus on the delivery of key process performance indicators.
Proactively identify and progress improvement opportunities across ITIL/ITSM processes to uplift service operations and service delivery across all eHealth teams and ICT providers within the broader Queensland Health system.
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📌 Itsm Operational Specialist (Brisbane)
🏢 Queensland Health
📍 Brisbane