AUSTRALIAN NATIONAL UNIVERSITY (ANU): Senior ITSM Specialist

Division: Data Know-how Companies, Service Administration Workplace

Classification: ANU Officer Grade 08 (Data Know-how)

Wage package deal: Aggressive remuneration package deal together with 17% Superannuation

Time period: Full Time, 3 years Mounted Time period

Location: Canberra (alternative for versatile working preparations)

Closing Date: 21 April 2024

Liable for main key service management supply capabilities that allow the profitable end-to-end supply of high-quality service to the College. We would like YOU to hitch our Service Administration Workplace crew and assist the College embark on probably the most important digital transformation in our historical past.

In regards to the Position

As a Senior ITSM Specialist you’ll work with the Service Administration Workplace (SMO) to guide key service management supply capabilities that allow the profitable end-to-end supply of high-quality service to the College. The function will lead the design, implementation and maturity of ITSM and ITIL processes and the continuing supply of constant, efficient, and environment friendly supply of top quality of companies. This place will present high-level enter into course of and workflow enhancements, enhance customer experience, rectifying reliability Points, and monitoring the impression of enhancements.

Key Duties:

• Present efficient management, course, and engagement to construct and preserve a cohesive, cooperative, and excessive performing tradition that helps the Service Administration Workplace within the evolution of the ITSM mannequin to Service Excellence.
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• Present high-level ITIL recommendation to Service Administration Workplace crew members, appearing as an escalation level for complicated technical issues.
• Present reviews to the Service Supply Supervisor on the operational effectiveness of Service Administration together with highlighting challenges and different issues the place related.
• Lead, develop and enhance IT Service Administration (ITSM) agreed processes together with Change Administration, Incident Administration, Drawback Administration, and Information Administration.
• Apply ServiceNow greatest practices, product capabilities, and customer experience (UX) whereas contemplating future upkeep and risk.
• Lead and assist opinions of Incident and Drawback knowledge for tendencies and recurrence of points, discovering alternatives to scale back the frequency and eradicate service impacting occasions.

About You

We welcome functions from people who possess the next attributes:

• Postgraduate {qualifications} or progress in the direction of postgraduate {qualifications} and intensive related expertise, or an equal mixture of related expertise and/or education/coaching. Accreditation in ITIL (V4 desired) might be extremely regarded.
• Vital expertise implementing cross-functional course of enhancements and delivering glorious outcomes by leveraging ITIL service management disciplines inside the context of service improvement and repair operations.
• Confirmed expertise with service management instruments, applied sciences, and processes, with desire to service desk environments, ITSM capabilities, processes and greatest observe requirements inside Service Supply. Expertise with ServiceNow being extremely regarded.
• Expertise working carefully with human centred design groups and practices
• Resilience and braveness
• Consultative, empathetic and inclusive in you’re method to your work
• Expertise managing stakeholders
• Strategic considering

About Us

ANU is house to a few of the most outstanding folks from internationally: visionaries, influential leaders, researchers and advocates creating impression and alter nationally, regionally and globally.

ANU attracts distinctive employees and college students and, by education and enrichment applications, helps them to realize formidable objectives, and pursue sensible careers. Ranked within the prime 30 universities globally, the primary Australian college to be recognised on this elite tier, ANU continues to be a tutorial useful resource for the entire of Australia.

About ITS: Data Know-how Companies (ITS) delivers digital options that allow the Australian Nationwide College to realize its strategic objectives: a scholar expertise equal to the world’s greatest, and research that transforms society and creates nationwide functionality.  ITS has duty for the College’s digital ecosystem and is main the supply of the Digital Grasp Plan, a 10-year strategic roadmap for the transformation of the College’s digital functionality.

Digital Transformation: We now have launched our ANU 2025 Technique, and our Digital Grasp Plan, which is able to see ANU embark on the largest digital transformation in our historical past.  A metamorphosis that matches our nationwide and world mission. Our digital future will rework the expertise of ANU for our college students, researchers, teachers, skilled employees and the broader community and we’re looking for nice folks to be part of this historical past making journey.  Click on right here to study extra.

Our Campus

The College’s Acton campus is within the coronary heart of Canberra. From right here it is a simple stroll, bike journey or drive to a few of Australia’s most important political and cultural establishments together with Australian Parliament Home. You will discover all of the conveniences of a small suburb together with cafes, bars, supermarkets, childcare centres, a newsagency, submit workplace and even a medical centre proper on campus! The Acton Campus is nicely famend for its panorama setting, with over 10,000 bushes and a dedication to upkeep of open house. It is ‘park like’ setting is a characteristic that’s internationally recognised.

What we are able to give you

Our employees get pleasure from some wonderful worker advantages together with​:

• ANU provides aggressive remuneration packages together with 17% superannuation and common will increase.
• We assist versatile, hybrid working preparations, with entry to our stunning, inexperienced campus and dealing remotely.
• We worth your work life stability, with customary 7-hour work days, paid December shut-down interval, buy depart, cultural depart, part-time and job-sharing alternatives, compressed working weeks, and versatile instances of labor.
• We provide discounted research, with 75% off ANU programs for employees and 25% in your partner and kids (see eligibility).
• We now have {many professional} improvement initiatives together with coaching, mentoring & upskilling alternatives.
• We’re one of many main employers in Australia for parental depart entitlements. We provide beneficiant paid parental depart entitlements for as much as 32 weeks.
• We now have on-site Gyms with employees reductions in addition to oval areas and ANU sports activities golf equipment.
• We’re a household pleasant campus with entry to childcare amenities, designated mum or dad rooms and quiet areas.
• ANU provides wage sacrificing advantages together with laptops, childcare, novated automobile leasing, further superannuation, and extra!
• We provide reasonably priced onsite parking from $34 / fortnight with wage sacrificing choices.
• ANU has a supporting, difficult and motivating tradition.
• We’re dedicated to selling diversity and inclusion for all backgrounds and identities.
• We care about your wellbeing, with entry to further depart, the Worker Help Program, vaccinations and health insurance plan choices.

For additional details about this place, please contact the Service Supply Supervisor, Feisar Joya, Feisar.Joya@anu.edu.au. 

ANU is dedicated to workforce variety, creating an inclusive office, and offering equal employment alternatives to folks with numerous backgrounds and identities. As a part of this dedication, we welcome functions from all variety teams. Aboriginal and Torres Strait Islander peoples, folks with incapacity and individuals who establish as LGBTQIA+ are notably inspired to use. See our Variety and Inclusion Data.

Our Imaginative and prescient: Help the event of nationwide unity and id, enhance our understanding of ourselves and our neighbours, present our nation with research capability amongst the perfect on the earth, and education in areas very important for our future is our mission. 

Our Values: Excellence, Unique Considering, Integrity, Respect, Inclusivity, Variety

Learn how to Apply

To use for this function please make sure that your submission consists of the next paperwork:

• An announcement addressing the choice standards displaying how your expertise, expertise and method align with the function in not more than 2 pages (for reference, see the place description & choice standards).
• A present resume

Functions which don’t handle the choice standards might not be thought of for the place.

Cheap changes to assist candidates by this recruitment course of, together with offering an accessible Place Description, might be made accessible upon request. Requests for changes might be handled with the strictest of confidentiality.  

Please be aware: The profitable candidate should have rights to reside and work in Australia and might be required to endure a background examine in the course of the recruitment course of, in accordance with the Background Checking Process. A proposal of employment is conditional on passable outcomes.

Closing at: Apr 21 2024 at 23:55 AEST