Service Management Tool Administrator

Cleared Recruitment is partnering with the Department of Defence to find a dedicated NV1 Service Management Tool Administrator for a crucial project that supports and enhances key capabilities.

As a Service Management Tool Administrator, you will be responsible for developing and managing the Service Management Tool (SMT) taxonomies, processes, and workflows in accordance with ITIL best practices. This position plays a critical role in ensuring that Defence capability remains agile, adaptive, and responsive, supporting the warfighters across various locations and environments.

Key Responsibilities:

• Establish and maintain SMT policies, processes, and procedures in alignment with ITIL best practices.
• Develop and implement taxonomies for various Service Management practices, incorporating the Federated Mission Network (FMN) framework, Consult, Command, and Control (C3) taxonomy, and DevSecOps methodology.
• Support other Service Management roles in creating ITIL processes within the SMT.
• Work closely with Service Management roles to develop Service Catalogue items, including approval workflows within the SMT.
• Create customised reporting solutions and provide assistance, training, and advice for the creation of customised SMT dashboards.
• Act as the WSO point of contact when liaising with wider CIOG stakeholders regarding SMT matters.
• Stay updated with ServiceNow best practices, updates, and new features to drive continuous improvement.

Required Skills and Experience:

• Minimum of 3 years of experience in Service Management Tool Administration roles.
• Proven client relationship management skills with the ability to translate technical issues into clear business language.
• Practical knowledge of ITIL practices, including Change, Incident, Problem, Service Catalogue, Service Level, Configuration, and Asset Management (ITIL V4 practices).
• Proven experience in configuring and administering the ServiceNow platform, including incident, change, and problem management.
• ServiceNow certification(s) (e.g., Certified System Administrator, Certified Implementation Specialist).

Desirable Skills and Experience:

• Experience leading small teams of technical personnel (approximately 5 people).
• Strong communication, interpersonal, and negotiation skills with experience in engaging with stakeholders, projects, and business areas.
• Experience using the Defence Service Management System (DSMS).
• A firm understanding of the internal workings of Defence ICT and ITIL responsibilities.

Team Lead Expected Work Arrangement:

• Monday to Friday business hours.
• Availability to regularly travel to Canberra if based outside the ACT.
• Proximity to a Defence base, as DSN access is required.

Security Clearance:

• Must have, or have the ability to obtain, at least a Negative Vetting 1 (NV1) security clearance before commencing work.

ITAR:

• The candidate will be required to comply with the US International Traffic in Arms Regulation (ITAR) as they may need to handle export-controlled ICT (hardware and software) products.

Interested in this opportunity? Contact Daniel at: M: 0424 906 007
At Cleared Recruitment, we specialise in connecting talent with opportunities in the Defence Industry, Intelligence, and National Security sectors.