ITSM Process Analyst

You are a proactive and analytical ITSM professional with experience working in an ITIL-driven service management environment. You understand how effective service management processes contribute to service reliability, operational performance, governance and customer outcomes.

Experience supporting ITSM processes including Incident, Problem, Change, Release, Configuration, Knowledge or Service Continuity Management

Strong understanding of ITIL frameworks and service management best practice

Experience analysing process performance, compliance metrics and service delivery KPIs

Ability to interpret and report on data from ITSM platforms, CMDBs and reporting tools

Experience developing and maintaining process documentation, procedures and governance artefacts

Strong stakeholder engagement skills with the ability to influence process adoption and continuous improvement initiatives

ITIL Foundation certification (or equivalent experience)

You'll thrive in this role if you're detail-oriented, collaborative and passionate about improving service management processes, driving operational excellence and embedding best-practice ways of working across technology teams.

At Airservices Australia, we embrace and thrive on diversity of thought, perspectives, and capabilities because we know the benefits of having a workforce that is representative of the community that we serve. We appreciate everyone is unique, and acknowledge diversity in thought leads to greater transparency and improved consideration in our decision making.

We believe a diverse workforce supported by an inclusive culture is central to our success. We actively encourage and welcome candidates from all cultural backgrounds, gender identities, people living with disability and Aboriginal and Torres Strait Islander peoples to apply.

To be eligible to apply, you must be an Australian Citizen or a Permanent resident as an Airservices Background check is required for this role. Please refer to the security check requirements successful applicants will be required to undertake as part of the recruitment process.

Should you require any further information please contact Abigail Barnes, Talent Acquisition Partner at abigail.barnes@airservicesaustralia.com