ITSM Process Designer
NV1 Security Clearance Required
About the Role
We are seeking an experienced ITSM Process Design Lead to support a major program within a multi-vendor SIAM environment. This role is responsible for leading the design, development, and enablement of IT Service Management (ITSM) processes aligned to ITIL 4 practices.
You will partner with client and supplier stakeholders to define, optimise, and embed processes that ensure efficient, consistent, and high-quality service delivery. The position requires strong expertise in process governance, service transformation, and cross-domain integration.
Required Security Clearance
Australian Citizenship and an active NV1 Security Clearance (mandatory)
Due to the secure environment, all applicants must meet security requirements.
Key Responsibilities
- Lead the design, refinement, documentation, and implementation of ITSM processes including Incident, Problem, Change, Event, Configuration, Request, Knowledge, and Service Catalogue.
- Apply a consulting mindset to analyse requirements, design fit-for-purpose solutions, and build service management capabilities aligned to program needs.
- Establish and maintain process governance frameworks, including SLAs, KPIs, and performance measures.
- Assess current-state maturity and define roadmaps for process uplift and optimisation.
- Ensure alignment and integration of ITSM processes with DevOps, SRE, automation, and cloud service delivery practices.
- Collaborate with ServiceNow teams to align platform workflows, forms, and automation with process designs.
- Ensure consistency and integration of service management processes across complex, multi-provider environments.
- Develop and deliver training, knowledge materials, and handover documentation to support operational readiness.
- Provide process leadership and support during service transitions, onboarding, and stabilisation activities.
Required Skills & Experience
- Bachelor's degree (or equivalent experience) in a relevant discipline.
- ITIL 4 Foundation minimum (higher certifications preferred).
- Strong understanding of ITIL 4 principles, service management practices, and process governance.
- Minimum 5 years' experience in ITSM transformation, process design, and implementation within complex or multi-vendor environments.
- Experience aligning ITIL processes with DevOps and SRE operating models.
- Practical experience with ServiceNow process design, workflows, and implementation.
- Excellent communication, stakeholder engagement, and leadership skills.
- Must be willing to work onsite 5 days per week in a secure facility.
Preferred Qualifications
- ITIL 4 Specialist / Managing Professional / Strategic Leader / Practice Manager certifications.
- SIAM Foundation or SIAM Professional certification.
- ServiceNow CSA or ServiceNow implementation certifications.
- Cloud certifications (AWS, Azure, GCP) - beneficial for integrating service management with cloud operations.
- Experience with service optimisation, automation, or AIOps.
- Experience working within Federal Government or Defence environments.
