12 Month Contract $80 per hour + super (35 hour weeks) Local Government Client Western Sydney Location Key Responsibilities 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 issues 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. Skills Required 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 Support 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) . How to Apply If the above sounds like you please hit the APPLY button, or reach out at
#J-18808-Ljbffr