ITSM Tool Specialist – Aged Care Quality and Safety Commission
📌 Vacancy Fact Sheet
- Reference Number: VN-0770954
- Agency: Aged Care Quality and Safety Commission
- Job Title: ITSM Tool Specialist
- Position Number: 20050244
- Classification: APS Level 6
- Closing Date: Monday 27 July 2026
- Job Type: Full-Time, Ongoing;Non-Ongoing
- Location: Adelaide SA, Brisbane QLD, Sydney NSW, Canberra
- Future Merit Locations: Various locations – ACT, Various locations – NSW,
- Salary: $99,784 – $112,571
- Office Arrangement: Flexible (Flexible working arrangements such as part time)
About Aged Care Quality and Safety Commission
Enterprise Service Management (ESM) enables service excellence across the Commission by
providing responsive, user-focused support services and improving how services are delivered
across the organisation. Bringing together the Digital Service Centre, End User Services,
Application Support, and Infrastructure Support, along with service management governance, the
team works closely with stakeholders to deliver consistent, efficient and reliable services, drive
continuous improvement, and ensure staff have the tools, systems and support they need to
achieve business outcomes.
Duties
- Manage, maintain and enhance the Information Technology Service Management (ITSM)
- toolset to improve ESM service capabilities.
- Analyse system requirements and address any relevant problems, ensuring the solution
- aligns with business objectives.
- Provide expert advice on ITSM tool configuration, automation, and integration to various
- stakeholders.
- Regularly engage in system tests and post-deployment activities to ensure optimal
- performance.
- Collaborate with cross-functional teams, and non-ESM parts of the Commission’s business
- to define, design, and implement necessary changes or enhancements to the ITSM tools
- and processes.
- Provide training and support to users to maximize the value of the ITSM toolset.
- Monitor system performance to ensure highest level of system availability and reliability.
Eligibility / Notes
- To be successful in this role you will need to demonstrate the following:
- Bachelor’s degree in Information Technology, Computer Science, or a related discipline, or
- equivalent professional experience.
- Extensive experience in the operation and implementation of IT Service Management (ITSM)
- tools such as ManageEngine ServiceDesk Plus Enterprise
- Strong understanding and experience in ITIL service management practices.
- Proven ability to provide high-level technical support, including issue resolution, root cause
- analysis, and problem management.
- Excellent checklist making skills and a keen eye for detail to ensure comprehensive
- documentation of processes, policies, and configurations.
- Ability to manage multiple tasks simultaneously, prioritize effectively and meet tight
- deadlines.
- Excellent communication skills, both verbal and written, to effectively interact with a diverse
- range of stakeholders at all levels of the organisation.
- Ability to obtain and maintain a minimum of Baseline Security Clearance
How to Apply
Position Contact Evan Psarakis, 08 8432 1574
Agency Recruitment Site https://agedcarequalitycareers.nga.net.au/?jati=D7C6EBC9-A85E-9B25-01A3-ED1
Applicants to vacancies notified in all formats of the electronic Public Service Gazette should be aware:
that the names of successful applicants will also be notified in all formats of the electronic Public Service Gazette
applicants found suitable may be offered similar employment opportunities by other Australian Public Service agencies
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