IT Service Management - Senior Coordinator

Job description

• 12 Month Contract
• $80 per hour + super (35 hour weeks)
• Local Government Client
• Western Sydney Location

• Ensure the high-quality delivery of services by the IT Help Desk with high levels of customer satisfaction and short resolution times on incidents and requests
• Provide high quality Digital services to stakeholders of all levels
• Provide expertise on escalation items from the IT Help Desk Team Leader for issue from the IT Help Desk
• Develop talent, foster learning and growth through mentoring and on the job training
• Develop and own the IT Infrastructure Library (ITIL) processes including Incident Management, Request Fulfillment, Problem Management, Configuration Management, Change Management, and Knowledge Management
• Produce and maintain process documentation, standard operating procedures, work instructions and other documentation
• Collaborate with product owners, system administrators, system engineers, developers, end users and vendors to ensure process compliance and utility
• Update and maintain the IT Service Management (ITSM) system, including identifying process improvements and self-service
• Oversee the completion of internal and external IT audits
• Coordinate the completion of audit actions with the Chief Digital Officer and other relevant stakeholders
• Chair the Change Advisory Board and other ITSM committees
• Manage the Change Advisory Board escalation process
• Manage and coordinate urgent VIP and complex issues
• Facilitate post-implementation reviews of changes and releases
• Educate stakeholders on the Change Management and other IT Infrastructure Library (ITIL) processes
• Report on Change Management activities
• Keep up to date with ITSM innovation and suggest and implement process/service improvements

• Degree qualifications in Information Systems Management, Information Technology or a related field
• In-depth experience implementing and managing ITSM processes in a similar organisation (essential)
• IT Infrastructure Library (ITIL) v3 Foundation (essential)
• Demonstrated experience coordinating Information Technology governance and assurance activities
• Current class C driver’s licence (essential)
• ITIL Intermediate certificate in Release, Control and Validation or Service Transition or Operational Supports and Analysis (desirable)
• Project management certification (desirable)
• Understanding of Microsoft operating systems, routing and telecommunications, enterprise storage systems, data centre operations and cloud systems (desirable)