ITSM Service Management Specialist

The Role

SEEK recently implemented the ServiceNow platform and extended its existing Service Management capabilities by demonstrating the platforms ITSM and ITOM modules across the Asia Pacific organisation. In parallel SEEK is undertaking several technology and business consolidation initiatives under the broader Unification Program.

As a member of the Service Management team your role is required to drive the adoption execution and continual improvement of key operational processes for all SEEK APAC.

Depending on your team speciality you will drive the adoption and improvement of two or more ITSM processes such as Incident Problem Knowledge Configuration Change Asset Availability.

Key Responsibilities

• Develop and implement ITSM processes across APAC Seek and drive continuous improvement to deliver measurable business outcomes
• Partner with engineering operations infrastructure business and security teams to resolve issues and ensure services are efficient
• Provide out of hours support for critical processes such as Major Incident Management
• Build reports and dashboards to demonstrate process health and Service performance
• Champion difficult conversations with resolver teams leaders and Service Owners relating to Service performance data quality and/or efficiency
• Ensure the interlocks between ITSM technology and business processes are understood and executable e.g. Crisis Management Disaster Recovery BCP
• Be data curious. Demonstrate the ServiceNow platform to derive organisation insight and motivate change
• Be an ambassador for Service Management and ServiceNow by sharing expertise artefacts and insights that improve the operational effectiveness of SEEK
• Ensure the data and process quality within ServiceNow meets expected standards (pushing through source data issues behaviour challenges or data integrity)
• Stay abreast of Service Management and ServiceNow trends as well as industry standard methodology to ensure SEEKs operational capability is current and scalable to support future growth.

Qualifications :

Essential Qualifications Skills and Experience

• Experience executing governing and improving ITIL processes in a medium to large size organisation
• Hands-on experience using ServiceNow reports and dashboards as an extreme ITIL user
• A broad understanding of platform agnostic technology concepts such as databases enterprise architecture cloud computing monitoring and alerting APIs etc.
• Expertise working in customer support production support or in a technology engineering team
• A full grasp of software development concepts such as requirements gathering detailed design multi-phase testing CI/CD developing ops practices etc.
• A track record of self-learning and curiosity with new tools techniques and industry trends
• Understanding of ITIL concepts and process and the ability to flex so they fit for Seek

Other Qualifications Skills and Experience

• Agile experience and a solid understanding of Jira and scrum practices

Additional Information :

The Team

The Service Management team comprises of 15 25 individuals some located offshore delivering the capabilities required to support over 4000 SEEKers. By leading key ITSM processes the ServiceNow platform and associated reporting this team ensures that SEEKs operations continue to mature and deliver on SEEKs ambitions.

Several individuals in the team will hold this role with differing areas of focus. This role will report to a Service Management Lead.

Why SEEK!

• Extended employee benefits
• Hybrid work mode
• Mature and collaborative working culture
• Work life balance
• Permanent position

At SEEK we are passionate about fostering a culture of inclusion and wellbeing that embraces and values the diversity of our people. We are a purpose driven business that works with heart.

We know teams with diverse ideas experiences and perspectives are more creative and are critical to ensuring effective delivery and innovating to enable our future success. As such we welcome applications from people with diverse backgrounds and life experiences especially as they relate to gender sexual identity culture faith disability and life stages. If you have the skills curiosity and an adaptable mindset but dont meet every responsibility or qualification listed in this advertisement please still get in touch with us.

Should you require any specific support or adjustments throughout the recruitment process and beyond please advise us and we will be happy to assist.

SEEK kindly requests no unsolicited resumes or approaches from recruitment agencies and will not be responsible for any associated fees.

Remote Work :

No

Employment Type :

Full-time