Sydney-Based – Hybrid – Permanent Position
Exciting Greenfields Projects where you'll be empowered to influence the ITSM landscape
Greenfields ServiceNow Implementation
IT Service Management Specialist
Sydney-Based – Hybrid – Permanent Position
Exciting Greenfields Projects where you'll be empowered to influence the ITSM landscape
Greenfields ServiceNow Implementation
The Prospect
This is a fantastic opportunity to work on Greenfields Projects, where you'll help a large and complex organisation build structure and processes whilst driving an uplift in ITIL process maturity and streamlining operational efficiencies across a dynamic and mission-critical business environment. This is an influential opportunity to work across all four pillars of the ITSM Framework across Incident Management, Problem Management, Change Management, and GRC Process Management, with Continuous Improvements at the core.
The Role & Responsibilities
Ideally, you will have a strong service desk background. As an ITSM Specialist, your role is responsible for the effective delivery, governance, and continuous improvement of IT service management processes across the organisation to ensure stability, reliability, and a high-quality customer experience. This role focuses on core ITIL processes, supported by strong service reporting and vendor performance management, and the introduction of automation and innovation to improve efficiency, reduce operational risk, and enhance service outcomes. You will ensure that IT services are delivered efficiently,



changes are implemented with minimal disruption, and service stability and quality are maintained in alignment with agreed service levels, business priorities, and best-practice service management frameworks. You'll enjoy working closely with service owners, project teams, site-based IT/OT teams, and vendors to ensure ITSM processes are integrated, standardised, and consistently applied.
Incident and Request Management
Manage and oversee the end-to-end incident and request fulfilment processes to ensure timely resolution and high customer satisfaction
.Monitor operational performance, incident trends and service KPIs prioritise critical incidents, and coordinate escalations to restore service within agreed SLAs
.Ensure all requests and incidents are logged, categorised, and resolved in accordance with ITIL4 best practices
.Identify recurring issues and collaborate with technical teams to reduce incident volumes and improve service stability
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Problem Managemen
tOwn and manage the Problem Management lifecycle, ensuring underlying causes of recurring or major incidents are identified and address
ed.Conduct root cause analysis for recurring or major incidents to prevent recurren
ce.Maintain a problem register, ensuring known errors, workarounds and corrective actions are documented and communicated to the relevant stakeholde
rs.Collaborate with technical teams and vendors to prioritise, track, and implement permanent fixes and preventative actio
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📌 Itsm Specialist (Sydney)
🏢 Recruitment House
📍 Sydney