ITSM Coordinator
Softtestpays
- Canberra, ACT
- Permanent
- Full-time
- Contract start 01-Feb-2024 to 12 months, 2 x 12 months extensions.
- Australian Citizen, NV1 Clearance, Canberra role.
- May be required to provide team leader functions if this is required the appropriate support and/or training will be provided.
- Complies with ITSM Policy when working on JCTB networks, systems, software, services, or information holdings.
- Ensures staff compliance with JCTB policy, process and Executive instructions and holds responsibility for outcomes.
- Reports routinely on JCTB ITSM states. This includes but is not limited to reportable Configuration Management Database (CMDB), Security, Change and Incident.
- Utilises Clients service management tools.
- Ensures that ITSM tasking is carried to the workforce. Passes instructions through the Ticketing & Scheduling for recording and tracking in approved systems.
- Monitors email and policy communications. Reviews DPN, DSN and JCTB networks for content relevant to ITSM functions in support of the network, translates meaning for technical audiences and briefs leadership where relevant to JCTB ITSM processes.
- Interacts with internal and external Service Providers in relation to ITSM processes, and policy.
- Reviews ITSM related risk and issues on an ongoing basis. Passes recommendations for adjustment in posture following risk/issue retirement, risk realisation or onset of new information altering the basis of assessments.
- Supports ITSM end user communications. This includes scheduled and unscheduled service interruptions, promulgates Service Advisory Notifications (SANs) across JCTB networks, DRN and DSN distribution lists.
- Provide accountable advice and recommendations on process matters, seeking out additional information if needed to ensure accuracy and accountability.
- Acts as key stakeholder and contributor to for the IT Services Management (ITSM) document suite. Reviews and advises required content updates by staff.
- Applies ITIL Service Management principles and processes. This position schedules IT change submissions for the JCTB Change Advisory Board (CAB) determining them feasible and complete, based on approved criteria.
- Routinely contributes content to knowledge repositories and provides input to JCTB policy, process, and procedures. Coordinates ITSM development of the workforce.