ITSM Specialist

NEC is a leading global software and solutions technology business. Over the 54 years of business here in Australia, NEC has helped future-proof organisations in a dynamic and fast changing business environment, driving growth and efficiencies through smart technology solutions, manage risk, solve workforce issues and help businesses improve their customer and employee experience. Working with government agencies and private enterprise, NEC streamlines and simplifies the complex technology requirements, working in areas including health, transport, construction, manufacturing, emergency services, corrections and law enforcement and many more.

Are you passionate about service excellence in IT? Do you thrive in high-pressure situations and have a proven track record in Incident and Problem Management? We have an excellent permanent full-time opportunity for an experienced IT Service Management Specialist to join our dynamic team.

About the Role

As an IT Service Management Specialist, you will play a key role in maintaining and enhancing service reliability, with a strong focus on ITIL practices. You'll take the lead on managing Major Incidents and driving timely service restoration to minimize business disruption.

Key Responsibilities

• Ensure service reliability through ITIL-aligned practices.
• Take ownership of Major Incident management and service restoration efforts.
• Manage communication, escalation, and SLAs related to incidents and problems.
• Lead post-incident reviews and root cause analyses to drive continuous improvement.
• Collaborate across teams to develop work instructions, known error documentation, and reporting.
• Partner with Service Level Management to resolve incidents within SLA timelines and identify improvement areas.
• Contribute to the review and enhancement of ITSM strategies, policies, and procedures.

What You’ll Bring

• 3+ years' experience in Incident Management.
• Availability to work in a 24x7, 365-day rostered on-call environment.
• Solid understanding of ITIL Best Practices, particularly across Incident, Problem, Service Level, and Knowledge Management.
• Strong communication skills—both written and verbal—with the ability to work collaboratively across technical and business teams.
• Experience working with managed service providers.
• ITIL v4 Foundation certification (required).
• A proactive and collaborative approach to building relationships and improving service delivery.

Why Join Us?

This is a fantastic opportunity to be part of a team that values professionalism, innovation, and collaboration. You'll be at the forefront of ensuring IT services run smoothly, contributing directly to customer satisfaction and operational excellence.

Ready to take the next step in your ITSM career? Apply now and help us deliver reliable, high-quality IT services every day.