ITSM Process Specialist

Our why

Datacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow.

About the role (your why)

The ITSM Process Specialist is responsible for supporting and improving Datacom’s core IT Service Management (ITSM) processes to ensure they are efficient, usable, and aligned with operational needs. Working within the ITIL framework and supporting the Community of Practice, this role focuses on process documentation, governance, performance reporting, and capability uplift.

The ITSM Process Specialist works closely with stakeholders across service operations, governance, and delivery teams to reinforce process adherence and enable high-quality, value-driven IT services.

What you’ll do

The ITSM Process Specialist is responsible for (but not limited to):

• Gather feedback from stakeholders on process efficiency, usability, and improvement needs.
• Document and update process workflows, RACI charts, and supporting artefacts in collaboration with SMEs.
• Identify process bottlenecks and help define improvement actions.
• Conduct periodic ITSM process maturity assessments and track progression.
• Reinforce process adherence and highlight deviations or risks to governance leads.
• Assist creation and collation of operational reporting to support data‑driven decision-making.
• Assist with preparation of governance packs, reporting inputs, and documentation for ITSM performance and compliance forums.
• Facilitate the ITSM Performance and Compliance Forum when required.
• Support the management and maintenance of issue and improvement register related to the community of Practice.
• Conduct periodic review and updates of all controlled process documentation to maintain accuracy and compliance.
• Maintain and enhance SMS and SMP artefacts in alignment with ISO/IEC 20000 requirements and Datacom’s operational needs.
• Create and maintain training content within Datacademy to support process competency and staff onboarding.
• Deliver ad‑hoc SMS and SMP training sessions across teams as required.
• Support improvements to the SMS and SMP induction experience for new starters.
• Assist in the redesign and continuous improvement of ITIL Hub and SMS pages.

Requirements

What you’ll bring

You will have extensive IT industry experience, with at least 3 years’ experience in an ITSM role – across a mix of change, incident, problem, release, configuration, and capacity management. Ideally you will have managed mid to large contracts for the delivery of IT services, with a strong track record of achieving high customer satisfaction. You will be passionate about ITIL, be a very strong process management all-rounder with a sound understanding of technical concepts and frameworks. Along with exceptional communication, stakeholder management and analytical skills, and be comfortable working in sometimes stressful environments.

The following will be highly desirable:

· ITIL4 Foundation Certificate

· Strong knowledge of ITIL framework and best practices.

· Sound understanding of technical concepts and frameworks.

· Experience in ITSM process, Documentation and Operational Reporting.

· Good understanding of ITIL practices and their practical application in real-world environments.

· Exposure to ITSM tools including Cherwell, ServiceNow and Remedy

· Operational expertise with enterprise service management tools and reporting platforms.

Benefits

Our office is at BGC Taguig and we have hybrid work setup (Twice a week) and a flexible work schedule and we promote Work-Life balance, and an APAC focus means no graveyard shifts!

We also provide exciting perks such as spotter fees, HMO with Free 4 Dependents, Leave credits, Performance bonuses, and a work-life balance environment

Why join us here at Datacom?

Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us.

We care about our people and provide a range of perks such as social events, chill-out spaces, flexi-hours and professional development courses to name a few. You’ll have the opportunity to learn, develop your career, connect and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment.

We operate at the forefront of technology to help Australia and New Zealand’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.

We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.