Job details

ITSM Specialist

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Our Why

Datacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow.

About the Role (your why)

Our IT Service Management team are a passionate bunch, and we genuinely care about maximising the service we deliver to our clients. If you get a real kick out of positively impacting some of Australasia’s brightest organisations, read on!

As ITSM Specialist, you are accountable for the management of the everyday operations within our Managed IT Service Management practice. This role requires a detailed view across the ITIL landscape, with the ability to work within different ITIL streams with minimal oversight.

To be successful in this role, you will require Australian Citizenship due to customer requirements and existing Baseline or NV1 Clearances will be highly regarded.

We like to bring people together in person when we can, but we are mindful of the benefits of working from home for work/ life balance. This is a hybrid role where you will be based in the office 3 days a week and WFH 2 days per week.

What you’ll do

At the moment, as ITSM Specialist you will be focused on:

Adherence to the Datacom ITIL processes and procedures
Drive ongoing improvement and innovation
Inter team flexibility
Relationship Management
Operational Reporting.

We are a pretty agile company, and are keen to respond to customer, technology and internal stakeholders’ changing requirements and this can mean we evolve in our roles to meet those needs.

What you’ll bring

You will have extensive IT industry experience, with at least 3 years’ experience in an ITSM role – across a mix of change, incident, problem, release, configuration, and capacity management. Ideally you will have managed mid to large contracts for the delivery of IT services, with a strong track record of achieving high customer satisfaction. You will be passionate about ITIL, be a very strong process management all-rounder with a sound understanding of technical concepts and frameworks. Along with exceptional communication, stakeholder management and analytical skills, and be comfortable working in sometimes stressful environments.

The following will be highly desirable:

Experience running Major Incidents for IT managed service provider
Exposure to ITSM tools including Cherwell, ServiceNow and Remedy
Government security clearances, Baseline and/or NV1
Willingness to participate in team on call roster

Why join us here at Datacom?

Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us.

We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexi-hours and professional development courses to name a few. You’ll have the opportunity to learn, develop your career, connect and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment.

We operate at the forefront of technology to help Australia and New Zealand’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.

We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.

#LI-Hybrid

What You Should Know About ITSM Specialist, Datacom

As an ITSM Specialist at Datacom, you’ll be stepping into a role that promises excitement and challenges while making a real, positive impact on some of Australasia’s leading organizations. Our IT Service Management team is composed of passionate individuals who share a common goal: to maximize the service we deliver to our clients. In this hybrid role, you’ll spend three days in the office and two working from home, creating a perfect balance between collaboration and flexibility. You’ll be at the forefront of managing our ITIL processes, ensuring that operations run smoothly. From driving ongoing improvement and fostering strong relationships with stakeholders to reporting on operational performance, your analytical skills will shine through. With a minimum of three years in an ITSM role, you’re no stranger to the intricacies of change, incident, and problem management, and you bring a wealth of experience in managing IT service contracts. While clearances like Baseline or NV1 are highly regarded, your strong communication abilities will be key in navigating sometimes stressful situations effectively. Datacom prides itself on fostering a vibrant culture where people are valued and recognized for their contributions. With plenty of opportunities for professional growth, social events, and a friendly work environment, you'll be able to bring your true self to work every day. Join us and leverage your ITIL knowledge while helping us support the technological evolution of organizations across Australia and New Zealand!

Frequently Asked Questions (FAQs) for ITSM Specialist Role at Datacom

What are the key responsibilities of an ITSM Specialist at Datacom?

The ITSM Specialist at Datacom is responsible for managing everyday operations within our Managed IT Service Management practice. This includes adherence to ITIL processes, driving continuous improvement, relationship management with stakeholders, and operational reporting. Additionally, candidates must be proactive and adaptable as tasks may evolve based on shifting requirements.