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Senior ITSM Analyst

Organisation/Entity:  Transport For NSW
Job Category:  Information & Communication Technology
Job Location: 

Macquarie Park, NSW, AU, 2113

Job Ref No:  43088
Employment Type:  Permanent Full-Time
Salary Range:  $120423.0-$134872.0

About us


Transport for NSW (TfNSW) is the lead agency of the NSW Transport cluster. Our role is to lead the development of a safe, efficient, integrated transport system that keeps people and goods moving, connects communities and shapes the future of our cities, centres and regions. We work with several government agencies to coordinate metro, train, bus, ferry, light rail, road and maritime services, always keeping the safety and comfort of our customers at the heart of what we do.


About IT at TfNSW


TfNSW’s IT group provides the tools, information and services that enable 30,000 employees to deliver a smart and efficient transport network. We bring the future to our people by delivering innovative solutions and minimising business disruptions, building an engaged and connected workforce through tech-enablement. This is an exciting time to join the team, with a committed annual investment of $700m for progressive technology projects including bots, apps, AI solutions, autonomous 3D mapping drones, cybersecurity and transforming cameras across our network.



The Division 


Corporate Services provide strategies, solutions and services that make our clients’ working lives easier, and their projects more efficient and effective.  



The opportunity


The role performs a number of key functions within the Service Delivery division that enable the delivery of a high quality service to end users. This role is responsible for ensuring Service Management processes are in place and adhered to, and supports the integration of Service Management functions with other internal and external providers. It will also assist with driving continuous process improvements across the Service Management landscape.


What you will be involved in:


  • Execute ITIL-based processes as required, using relevant toolsets
  • Participate in governance forums to ensure process compliance, and drive continuous improvement initiatives
  • Compile and analyse statistical data and trends relating to service process compliance and operational effectiveness, and provide service reporting and insights to Senior Management as required
  • Collaborate with other stakeholders to ensure delivery of reliable IT services, adherence to Best Practices, and drive continuous improvement
  • Assist process leads and peers in the development of an enterprise level IT Service Management strategy. Assists in the development and documenting of plans based upon TfNSW processes to address requirements
  • Participate in the process to enhance or expand the service offerings available to end users, to improve customer experience
  • Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments and agencies
  • Demonstrate the five ways of leading behaviours to deliver organisational outcomes for our customers, our people and communities for the greater good.



About You


  • Experience in executing Service Management functions, provided by both internal and external service providers, with a successful track record for developing strong partnership-style relationships that result in improved performance
  • Experience in governance of internal and external service providers
  • Experience developing operational and management-level Service Reporting (adhoc and regular)
  • Familiarity with ITSM toolsets including ServiceNow and Remedy, and ability to effect changes to deliver process improvements


Please click here to view a copy of the position description.



Salary and Benefits


The salary for this position is Grade 8 - $120,423 - $134,827 per annum plus superannuation and leave loading.


For more information on employee benefits please click to view a copy. 



How to apply


Please submit your resume and follow the application process.


Applications close: 11.59PM Thursday 9th December 2021.



We are the community we serve

We are committed to being an inclusive, diverse and flexible workplace where differences are valued.  We welcome people of all backgrounds, experience and abilities.

We enable our people to work in ways that work for them and their teams. Working virtually and from different locations including regional locations, staggering work hours and job sharing are just some of the ways our people can work flexibly.

Please contact the Talent Specialist below if you require any adjustments to be made to how you interact with us throughout the recruitment process or would like to discuss flexible work options. ​

For any enquiries, please email Aleni Feata at ALENI.FEATA@TRANSPORT.NSW.GOV.AU. ​

Find out more about Transport for NSW at https://www.transport.nsw.gov.au/about-us.

Check out this useful video series that will help you stand out from other applicants and navigate the recruitment process at Transport. View here​. ​ ​

All Transport workers are required to have:

  • at least one dose of a TGA approved COVID-19 vaccine by 6 December 2021 and two doses by 7 February 2022; or
  • an approved medical contraindication.

You will be required to show proof of your COVID-19 vaccination status or apply for a medical exemption prior to securing this role.

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