We are seeking a highly skilled and motivated Principal ITSM and Configuration Analyst to become an integral part of our small, dynamic, and collaborative ITSM team. In this exciting role, you will be responsible for overseeing and optimising IT Service Management (ITSM) processes with a strong focus on configuration management. This position involves leading the development and continual improvement of configuration management and ITSM practices, ensuring the accuracy and integrity of configuration data, and aligning IT services with organisational goals and industry best practices.

QLD Shared Services (QSS) is a shared service provider within the Department of Customer Services, Open Data and Small and Family Business (CDSB), and provides corporate transactional and advisory services to more than 73,000 public servants across 42 Queensland Government departments and agencies.

Job details

As the Principal ITSM and Configuration Analyst, you will:
• Lead the development, growth, and maintenance of the Configuration Management Database (CMDB), ensuring accuracy and alignment of configuration management practices with ITSM strategies and organisational needs.
• Design, oversee, continuously review, and improve configuration management and ITSM processes to enhance efficiency, accuracy, and effectiveness.
• Develop and oversee the identification, classification, and documentation of Configuration Items (CIs), including their relationships and dependencies.
• Develop procedures, and standards related to ITSM and configuration management and work with teams to ensure they are adhered to.
• Coordinate and continually improve the interface between configuration and other ITSM processes.
• Monitor, analyse and report on CMDB health, performance metrics, and KPIs for both ITSM and configuration management processes, including trend analysis and recommendations for improvement.
• Provide training and mentorship within QSS on best practices, processes, and tool configuration.

Role requirements:
• Extensive experience (3+ years) in ITSM and configuration management roles, with a strong understanding of CMDB and ITSM processes.
• Proven expertise in ITSM frameworks, methodologies, and tools.
• Strong analytical and problem-solving skills, with the ability to interpret complex data and make data-driven decisions.
• Excellent communication, leadership, and interpersonal skills, with the ability to work effectively with diverse teams and stakeholders.
• Experience with ITSM tools such as ServiceNow, or similar platforms.
• Experience in leading a team in an agile environment.
• ITIL v4/v5 Foundation certification or equivalent is highly desirable; advanced ITIL certifications such as ITIL v4 Intermediate e.g. RCV are highly desirable.

Please see the role description for information on how to apply.

Applications will remain current dfor 12 months.

Job Ad Reference: QLD/687807/26

Closing Date: Tuesday, 19 May 2026

Further information

We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.

Please ensure you download all attachments and follow the instructions on how to apply.

Documents

Before applying for this vacancy please ensure you read the documents below.

• 687807 26 Role Description (Word, 5.39MB)
  Role Description