ITSM Specialist

Classification: ANU Officer 7 (Information Technology)
Salary package: $107,850 to $113,252 per annum plus 17% superannuation
Term: Fix Term, Contract until 5 January 2028

Responsible for supporting key service management delivery functions that enable the successful end-to-end delivery of high-quality service to the University. We want YOU to join our Service Management Office team and help the University embark on the most significant digital transformation in our history.

About Canberra

Nestled amidst the breathtaking landscapes of Australia, Canberra emerges as an unparalleled haven of unexplored possibilities. Offering accessible outdoor spaces, and the convenience of city living without spending hours in traffic, you will be able to immerse yourself in the vibrant arts and culture scene, visit the lively cafés and services, and build the future you dream of. The essence of Canberra lies in its ability to offer exceptional work life balance.

About the Role

As a ITSM Specialist you will work with the Service Management Office (SMO) to support key service management delivery functions that enable the successful end-to-end delivery of high-quality service to the University. The role will support the design and implementation of ITSM and ITIL processes and the ongoing delivery of consistent, effective, and efficient services. This position will be responsible for improving customer experience and will build effective and collaborative relationships across portfolio areas, with Colleges and Service Divisions, and service providers.

About You

We welcome applications from Experienced Service Management practitioners who possess experience with enterprise-wide service management tools, technologies and processes. You will ideally have experience with ServiceNow (ITSM and ITOM) with a high level of stakeholder management. Accreditation in ITIL or an equivalent qualification will be highly regarded.

About Us

ANU is home to some of the most remarkable people from across the world: visionaries, influential leaders, researchers and advocates

creating impact and change nationally, regionally and globally.

ANU attracts exceptional staff and students and, through education and enrichment programs, helps them to achieve ambitious goals, and pursue brilliant careers. Ranked in the top 30 universities globally, the first Australian university to be recognised in this elite tier, ANU continues to be an academic resource for the whole of Australia.

About ITS

Information Technology Services (ITS) delivers digital solutions that enable the Australian National University to achieve its strategic goals: a student experience, equal to the world’s best, and research that transforms society and creates national capability. ITS has responsibility for the University’s digital ecosystem and is leading the delivery of the Digital Master Plan, a 10-year strategic roadmap for the transformation of the University’s digital capability.

We have released our ANU 2025 Strategy, and our Digital Master Plan, which will see ANU embark on the biggest digital transformation in our history. A transformation that matches our national and global mission. Our digital future will transform the experience of ANU for our students, researchers, academics, professional staff and the wider community and we are seeking great people to be a part of this history making journey. Our Digital Master Plan site (opens an ANU website) has more information.

For further information about this position, please contact Feisar Joya, Feisar.Joya@anu.edu.au, Manager, Enterprise Service Management Office.

The University actively encourages applications from Aboriginal and Torres Strait Islander people. For more information on employment opportunities, contact our Indigenous Employment Consultant on indigenous.employment@anu.edu.au.

ANU values diversity and inclusion and is committed to providing equal employment opportunities to those of all backgrounds and identities. For more information about staff equity at ANU, visit https://services.anu.edu.au/human-resources/respect-inclusion

Reasonable adjustments to support applicants through this recruitment process, including providing an accessible Position Description, can be made available upon request. Requests for adjustments will be treated with the strictest of confidentiality.

How to Apply:

To apply for this role please ensure that your submission includes the following documents:

• A statement addressing the selection criteria showing how your skills, experience and approach align with the role in no more than 2 pages (for reference, see the position description & selection criteria).
• A current resume
• At least two references, with one ideally being a current supervisor

Applications which do not address the selection criteria may not be considered for the position.

Please note: The successful candidate must have rights to live and work in this country and will be required to undergo a background check during the recruitment process. An offer of employment is conditional on satisfactory results.