ITSM System Specialist

Position Overview The ITSM System Specialist is responsible for building, maintaining, and improving processes and functions within the ITSM tool utilised by the Court's IT and associated Corporate Service departments. The ITSM tool encompasses incident/service request/change/problem management, phone integration, asset management, the self-service portal, and reporting. The role requires the ability to interpret policies and processes and make changes to the ITSM tool functions as needed, ensuring it is for purpose and meets organisational objectives. The key duties of the position include: Duties and Responsibilities ITSM Tool Management: Build, maintain, and improve processes and functions within the ITSM tool, including incident, service request, change, and problem management, phone integration, asset management, the self-service portal, and reporting. Process Improvement: Design and implement continual functional improvements to the ITSM tool to enhance its reliability and effectiveness in line with the organisation's needs. Technical Support: Provide technical support and assistance to the IT and Corporate Service departments, ensuring the ITSM tool is utilised effectively. Policy Adherence: Ensure all processes and functions within the ITSM tool adhere to the Court’s IT policies and security fundamentals. Collaboration: Work closely with various teams under Corporate Services, to ensure the ITSM tool meets their needs and supports their functions. Documentation: Create and maintain comprehensive documentation for all processes and functions within the ITSM tool. Training and Support: Provide training and support to users of the ITSM tool. Eligibility Qualifications & Experience Hold ITIL Foundations Qualifications (mandatory), Experience in the management of an ITIL compliant ITSM tool - Ivanti Service Manager, platforms and associated applications is desirable. This role encompasses primarily the need for experience and skills in ITSM tools (experience in Ivanti would be well desired). It is essential to hold a minimum of ITIL Foundations certification. Additional IT qualifications from Microsoft are desirable due to the environment the IT Governance team supports. Experience with PowerShell Any additional qualifications in management or IT will be well regarded. Selection Criteria Demonstrated experience managing and supporting an IT Service Mgmt platform. Ivanti Service Management is desirable Proven high level analytical and problem-solving skills. Enhancing, continual improvement, maximising and obtaining value from tools/resources available. Demonstrated knowledge and skills in PowerShell scripting and automation processes. Demonstrated ability to work both autonomously and as a member of a geographically dispersed team. This includes the ability to perform well under pressure, manage competing priorities, meeting deadlines, and contributing to team goals and resources (e.g., documentation creation). Knowledge and ability in managing the following technologies: IT Service Management Administration (Ivanti and its platforms and associated applications is desirable) Microsoft Environment (Windows 10/11, Office 365, Active Directory) PowerShell scripting skills MS Server administration and configuration O365 and Azure Administration Notes Eligibility Employment with the Court is subject to the conditions prescribed in the Public Service Act 1999, and the following: Australian citizenship – the successful applicant must hold Australian citizenship; Security and character clearance – the successful applicant must satisfy a Police Records Check, and may also be required to complete security clearances during the course of their employment; Successful applicants engaged into the APS will be subject to a probation period Interested candidates who have received a redundancy benefit from an APS agency are welcome to apply, but note that they cannot be engaged until their redundancy benefit period has expired. Diversity and Inclusion Federal Court Australia is committed to supporting an inclusive and diverse workforce and welcomes and encourages applications from People with Disability. First Nations peoples, LGBTIQA people, people from Culturally and Linguistically Diverse backgrounds, Mature age workers, as well as young workers and supporting an inter-generational workforce and supporting gender equity and families. Federal Court Australia will provide reasonable adjustments for candidates to participate equitably in the recruitment process and discuss workplace adjustments to fulfil the inherent requirements of the role. Getting to know the Federal Court of Australia The Chief Executive Officer and Principal Registrar of the Federal Court, together with officers and staff identified under the Federal Court of Australia Act 1976, the Federal Circuit and Family Court of Australia Act 2021 and the Native Title Act 1993, constitute a single Statutory Agency for the purposes of the Public Service Act 1999. Employees are engaged to work in support of the following courts or tribunal: Federal Court of Australia, Federal Circuit and Family Court of Australia, and National Native Title Tribunal. Employees are covered by the Federal Court of Australia Enterprise Agreement 2018–2021. The Federal Court and the Federal Circuit and Family Court each maintain a distinct statutory identity, with separate functions and judicial independence.

Location: The Rocks, AU

Posted Date: 2/1/2025