Job Details
  • Reference355800C_1600840737
  • LocationNew South Wales
  • SalaryAU$140000 - AU$160000 per annum
  • Job TypeFull Time
  • Postedabout 1 month ago
  • ConsultantNeil Fawcett

The Technology Operations branch delivers reliable, secure and fit for purpose technology services to our clients employees and customers that will ensure that strategic goals are met or exceeded while enhancing employee satisfaction across the entire business.

POSITION PURPOSE

The Service Management Platform Specialist exists to execute day-to-day governance, support, administration and maintenance of the Technology Service Management platform, currently ServiceNow, and associated applications. Due to the nature of work performed by the end users of the client this role may be required after hours from time to time to assist with major incidents resolution. Any afterhours work performed due to a major incident will be compensated as time off in lieu.


KEY ACCOUNTABILITIES

In close collaboration with peers in the Technology branch, set the framework for delivering support services that contributes to business performance and enables the clients strategy including;

  • Leads the implementation of the Technology Service Management platform
  • Facilitates and supports the rollout of updates, new applications and enhancements in Technology Service Management platform.
  • Reviews Technology Service Management platform software updates and provides recommendations to meet the business needs and maximise functionality.
  • Provides day-to-day support, administration and maintenance of the Technology Service Management platform and associated applications.
  • Monitors health, usage and overall compliance of Technology Service Management platform and its associated services.
  • Develops systems integrations and process automation within Technology Service Management platform to meet business requirements.
  • Loads, manipulates and maintains data connections between Technology Service Management platform and other systems.
  • Performs installation and testing of Technology Service Management platform updates and new releases, enhancements and related software.
  • Creates Technology Service Management platform reports and dashboards and provides assistance to empower end users to create their own reports and dashboards.
  • Provides technical support and training for Technology Service Management platform including escalation and resolution to external service providers in line with service management and delivery standards.
  • Manages and maintains timely and accurate Technology Service Management platform documentation including change requests, technical and user guides, software configuration, problem and resolution knowledge bases and other technical documentation.
  • Sets standards that drive consistent outcomes in the Technology Service Management platform.
  • Contributes to the development and deployment of ITIL based Service Management
  • Enables a register of key business functions, owners, supporting systems/services with established relationships
  • Collaborates with Technology Program Delivery for the implementation of projects, changes and releases.
    Leadership
  • Maintains an awareness of Technology Service Management platform enhancement and industry trends to support leading practice organisations
  • Drives Continual Service Improvement activities to promote best practice and progress effective business and systems operations through standardisation and improvement simplification.
  • Builds and sustains relationships with customers, expert users and service providers.

    CHALLENGES

    Our client has a highly complex legacy technology landscape and is implementing some of the most advanced new platforms and applications available. The company is in a period of technological transformation and the Service Management Technician will be key in ensuring that the transition for the enterprise is smooth and align to industry best practices, meets business expectations and delivers required business benefits.

    Specific challenges include:
  • Championing the need for projects / enhancements to fund the additions / updates to the ServiceNow processes / forms to cater for the new requirements.
  • Successful implementation of Configuration Management Database (CMDB) to successfully document IT assets and their relationships
  • Stretches beyond functional and technical knowledge to identify solutions and add value and build expertise
  • Creating a technology landscape that is secure, reliable, recoverable while supporting a 24 x 7 operational company.
  • Developing production systems that are scalable, adaptable, maintainable, reliable and align with business requirements.
  • All roles in the Technology Branch are expected to have a basic understanding of the Australian Cyber Security Centre (ACSC) cyber security principles and the impact to the Critical Infrastructure License Conditions imposed.