Profectus is seeking an experienced Service Improvement Lead to manage service delivery for an enterprise budgeting and reporting platform within an Australian Government agency. The service supports several thousand users, with requests and incidents managed through ServiceNow. The work covers service management, escalation, access management and continual service improvement.

Key Responsibilities

- Maintain and manage the platform service catalogue
- Manage the end to end support model, including workflow design and service level configuration in ServiceNow
- Act as the primary escalation point for service issues, coordinating resolution across support teams and vendors
- Oversee request, incident, change and problem management
- Monitor performance against service targets and produce weekly service reports and dashboards
- Identify and implement improvements to reduce resolution times and increase ticket throughput
- Oversee user access provisioning, changes and removal in line with security policies
- Maintain knowledge articles, user guides and operating procedures

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📌 Service Improvement Lead (Canberra)
🏢 Profectus
📍 Canberra