ITSM Specialist

About Datacom

Datacom collaborates with organizations and communities across Australia and New Zealand, leveraging technology to foster innovation, growth, and positive societal impact.

About The Role

Join our dedicated IT Service Management team, where we are passionate about optimizing service delivery to our clients. This role is ideal for someone who thrives on making a significant impact on leading organizations in Australasia. As an ITSM Specialist, you will be responsible for overseeing the daily operations within our Managed IT Service Management practice. This position demands a comprehensive understanding of the ITIL framework and the ability to independently manage various ITIL streams.

Note: This role requires an on-site presence at the customer's premises and includes on-call responsibilities.

What You’ll Do

• Ensure adherence to Datacom's ITIL processes and procedures.
• Champion continuous improvement and innovation within the service management practice.
• Demonstrate flexibility and collaboration across different teams.
• Manage and nurture stakeholder relationships.
• Generate and present operational reports.

We operate as an agile company, adapting swiftly to evolving customer, technological, and internal stakeholder requirements, which may lead to role evolution to meet these demands.

What You’ll Bring

You should possess extensive experience in the IT industry, with a minimum of 3 years in an ITSM role, covering change, incident, problem, release, configuration, and capacity management. Experience managing mid to large-scale IT service delivery contracts and a proven record of high customer satisfaction are essential. A strong passion for ITIL, robust process management skills, and a solid grasp of technical concepts and frameworks are required. Exceptional communication, stakeholder management, and analytical abilities are also crucial, along with the capacity to perform effectively in high-pressure situations.

Highly Desirable Qualifications

• Experience managing Major Incidents within an IT managed service provider environment.
• Familiarity with ITSM tools such as Cherwell, ServiceNow, and Remedy.
• Readiness to participate in the team's on-call rotation.

Why Join Datacom?

Datacom is a leading provider of Information Technology professional services in Australia and New Zealand. We maintain a dynamic, agile culture reminiscent of a smaller business, despite our size. Our people are the driving force behind Datacom's unique energy and culture. We prioritize our employees' well-being, offering benefits like social events, relaxation areas, flexible working hours, and professional development opportunities. You'll have ample chances for learning, career advancement, networking, and bringing your authentic self to work. Your contributions will be acknowledged and valued in a supportive, collegial, and flat organizational structure. Working at the cutting edge of technology, you'll tackle complex challenges for major enterprises, ensuring a constant stream of engaging opportunities. We are committed to fostering an inclusive, welcoming, fun, and friendly workplace where everyone feels supported.