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ITSM Operational Specialist
Fortitude Valley
eHealth Queensland are excited to welcome applications for an ITSM Operational Specialist to join our Enterprise Technology Services Branch! The Enterprise Technology Services Branch works to ensure Queensland Health has highly secure, stable and cost-effective ICT systems and infrastructure to enable the provision of the best possible level of healthcare. We are passionate about advancing healthcare through digital innovation and, through collaboration with our customers and partners, implement improvements and better ways of doing things to improve patient care, while continuing the ongoing maintenance and upgrading of existing infrastructure and systems.
Job details
| Position status | Permanent |
|---|---|
| Position type | Full-time |
| Occupational group | IT & Telecommunications |
| Classification | AO7 |
| Workplace Location | Brisbane Inner City |
| Job ad reference | QLD/EHQ691655 |
| Closing date | 21-Sep-2026 |
| Job duration | |
| Contact person | Neale Dimock |
| Contact details | 0437 017 588 Access the National Relay Service |
About the role:
As the specialist for ICT Incident Management, you'll focus on providing support and leadership for organisation-wide ICT/ITIL Incident Management standards, processes, and toolsets. This includes performing the role of Major Incident Coordinator (MIC) after hours, participating in the team's on-call roster, facilitating Post Incident Reviews (PIRs) for all major incidents, and ensuring key PIR actions are recorded and traceable through to completion.
This is an opportunity to join an enthusiastic team of service professionals tasked with governing and coordinating the processes for ICT Incident Management, ICT Change Management, and Problem Management within eHealth Queensland.
You will:
- Support the Process Owner by monitoring and reporting on the performance of both ICT Incident Management and Problem Management practices.
- Identify and drive opportunities for process improvement, including within the organisation's IT Service Management system (ServiceNow).
- Advise and collaborate with stakeholders to ensure broad process understanding and compliance exists.
- Exercise your advanced communication, facilitation, and organisation skills.
- Receive comprehensive on-the-job training specific to eHealth Queensland's current ITIL/ITSM processes.
Other key responsibilities include:
- Develop and maintain ITIL/ITSM process documentation, templates, process RACIs, stakeholder training resources, and process reporting metrics and dashboards.
- Consult diverse stakeholder groups to drive adoption and maturity of ITIL/ITSM processes and methodologies within eHealth, other Queensland Health agencies and Hospital and Health Services to ensure process compliance, and efficiencies with a focus on the delivery of key process performance indicators.
- Proactively identify and progress improvement opportunities across ITIL/ITSM processes to uplift service operations and service delivery across all eHealth teams and ICT providers within the broader Queensland Health system.
Role fit:
You will bring extensive experience in leading and enhancing ITIL/ITSM processes within a complex ICT environment, with a proven track record of designing, implementing and embedding service management practices that drive operational excellence. Combining strong technical knowledge with hands-on experience in ICT support and ITIL process management, you will identify opportunities to improve service quality and performance. Your highly developed communication, consultation and stakeholder engagement skills will enable you to influence outcomes across diverse stakeholder groups, while experience with ServiceNow and other service management tools will support the effective delivery of customer-focused ICT services.
Why work for us:
- Career training and development
- Competitive salaries and generous leave entitlements
- Employee wellbeing programs
Our commitment to equity, diversity and inclusion
At Queensland Health, our work environment is inclusive and supportive, and we value our employees. We are an equal opportunity employer and encourage applications from people of all cultures, abilities and backgrounds.
Our commitment to cultural safety, equity, diversity and inclusion means we understand some people may need changes to the recruitment process. If you need support during the recruitment process, such as meeting with the panel virtually instead of in person, please reach out to the hiring manager. We value diverse candidates and your need for adjustments will not affect our hiring decisions.
Ready to apply?
For further information on how to apply please review the attached Role Description.
Further information
We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.
Applications will remain current for a period of up to 12 months and may be considered for other vacancies which may include an alternative employment basis such as temporary, full time or part time.
Documents
Before applying for this vacancy please ensure you read the documents below.
