ITSM Process Consultant

3 to 6 months contract with potential extensions

Melbourne, VIC

Altitude is seeking an ITSM Process Consultant to join a global software leader, designing ITIL processes for a growing managed services practice.

Trusted by more than 60% of the Fortune 500, the company delivers mission critical software that keeps the world’s most complex assets and infrastructure running. In this role, you will work directly with customers and internal teams to turn service commitments into practical processes for a high profile project, taking them from the workshop stage through to ServiceNow implementation and operational readiness. You will also help build the foundations of the practice itself, with your work setting the standard for future customer engagements.

Key Responsibilities:

- Facilitate stakeholder workshops to understand current processes, identify gaps and agree future state requirements.
- Design and document service management processes, including responsibilities, handoffs, approvals, escalation paths and controls.
- Translate agreed processes into clear requirements for ServiceNow configuration, working with platform administrators and developers to validate that workflows meet operational needs.
- Define operational measures, service reporting requirements and process controls, and support testing, implementation and operational readiness.
- Establish reusable process standards,



procedures and templates for the broader managed services practice.

Key Requirements:

- ITIL 4 or ITIL 5 Practitioner or implementation focused qualifications preferred. Candidates with ITIL Foundation certification and strong practical process implementation experience will also be considered.
- Demonstrated experience designing and implementing ITSM processes in IT operations or managed services environments.
- Strong practical knowledge across incident, problem, service request, change, service level and continual improvement practices.
- Hands on ServiceNow administration and configuration experience, rather than end user experience alone, is strongly preferred. ServiceNow Certified System Administrator certification is highly regarded.
- Relevant tertiary qualifications or equivalent professional experience.

How to apply: Please apply now following the application process. Remember to include your email address and contact phone number so we can contact you regarding your application.

Interested in the role but don't have an updated CV? Let's have a chat regardless as we could assist you in preparing your CV for your next opportunity. Call us on 1300 95 16 59 for a confidential conversation.

Altitude is an equal prospect employer that actively embraces diversity in its workforce through accurate community representation of gender, culture, thought, and work arrangements.

📌 ITSM Process Consultant (Melbourne)
🏢 Altitude
📍 Melbourne