ITSM Specialist

At Interactive, we’re not just a tech company; we’re a dynamic force in the tech landscape, constantly growing and evolving. We were named in the WRK+ Best Places to Work in 2023 and #1 Best Place to Work in Australia in 2020.
  
We’re looking for an IT Service Management Specialist to lead our Problem Management function and help drive meaningful change and maturity within our Continual Service Improvement (CSI) processes.

  
Role:
As the ITSM Specialist, you will be primarily responsible for the Problem Management process, including maintaining and managing the Problem Management lifecycle, driving root cause investigations and identifying solutions to underlying problems, and working with stakeholders to drive down the number of recurring incidents. You will also be championing and helping build a new continual service improvement function, helping identify, manage, and transform actionable insights into service improvements.
  
Some of the key things you’ll do:

Problem Management:

• Own, manage and improve the Problem Management lifecycle.
• Manage Problem tickets, problem trends, problem reports and problem management information.
• Coordinate meetings to resolve problems and collaborate with all internal resolver groups, delivery managers, and external stakeholders.
• Own the Post Incident Review (PIR) process
• Prevent the recurrence of incidents by identifying root causes and implementing permanent fixes.

Continual Service Improvement (CSI):

• Help develop and maintain a CSI Register, ensuring visibility of improvement opportunities.
• Coordinate, lead and govern CSI workshops and review meetings.
• Identify and document trends, systemic issues, and enhancement opportunities based on data from Problem, Incident, Change, and other practices.
• Collaborate with delivery teams to track the implementation and outcomes of service improvements.
• Promote a culture of continuous improvement.

About You:

• 5+ years of experience in an ITSM role, or 2+ years within Problem Management
• Strong understanding of ITIL principles (ITIL4 certification highly regarded).
• Hands-on experience driving CSI or similar service improvement initiatives.
• Excellent communication and stakeholder engagement skills.
• Detail-oriented with strong reporting, analytical, and documentation skills.
• Familiar with tools like ServiceNow, Excel, PowerBI.
• Proactive, self-driven, and passionate about service excellence.

Why Interactive?
 
As part of our team, you’ll enjoy perks like free on-site barista in our St Leonards office, hybrid work and access to a diverse range of benefits and discounts from our partners. 
  
If you’re passionate about service management and want to make a real impact in a collaborative, forward-thinking environment, we’d love to hear from you!

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