ITSM Consultant

Run Stronger. Evolve Faster. Perform Smarter with NRI

Ready to shape what's next? At NRI, we turn technology into intelligence, delivering solutions that drive measurable business outcomes. Join our team of 3,500+ local experts backed by a global network of 16,000 team members and work on projects that truly make a difference for Australia's leading organisations.

Our Managed Services team ensures businesses operate at peak efficiency, resilience, and scale. Join us to manage and optimise IT landscapes for leading organisations, delivering seamless, reliable, and measurable outcomes every day.

The ideal candidate is self-directed, accountable and commercially aware, with the ability to manage their own workload, work independently and build effective relationships across Service Desk, technical teams, suppliers and customer stakeholders. They should be comfortable challenging poor operational practices, negotiating ownership and actions, and driving incident, problem and knowledge activities through to measurable service outcomes.

What We're Looking For:

- At least 5-6 years’ experience in overseeing the delivery of IT services in a managed service environment or large government agency
- Recent experience in a similar IT Service Management role, preferably within a managed services or outsourcing environment, with practical responsibility for Incident, Problem and Knowledge Management.
- Strong ability to work independently, manage competing priorities, meet deadlines and take ownership of service management activities without continual direction or follow-up.
- Strong stakeholder management, facilitation and influencing skills, with the ability to work constructively across Service Desk, resolver groups, application and infrastructure teams, vendors and customers, including negotiating ownership and resolving conflicting priorities.
- Strong understanding of Incident Management, including lifecycle ownership, priority and impact assessment, escalation, aged incidents, reassignment, Major Incident follow-up and SLA performance.
- Ability to analyse incident trends, recurring issues and service degradation to identify risks, improvement opportunities and candidates for Problem Management.
- Strong understanding of proactive and reactive Problem Management, with experience coordinating Root Cause Analysis and driving technical teams to provide timely, evidence-based outcomes.
- Practical experience with RCA techniques including 5 Whys, Ishikawa / Cause and Effect Analysis, Kepner-Tregoe and other structured causal analysis methods.
- Experience managing Problems through investigation, Known Error and workaround identification, remediation, change implementation and closure, including preparation of RCA and Problem Reports for operational and senior stakeholders.
- Strong understanding of Knowledge Management, including knowledge capture, article creation and review, quality control, lifecycle management and identification of knowledge gaps arising from Incident and Problem Management.
- Ability to identify opportunities for shift-left, self-service and knowledge reuse to improve first-contact resolution, reduce avoidable escalation and strengthen service resilience.
- Experience developing and analysing ITSM metrics, trends and operational reporting, including SLTs, SLAs, OLAs, CSFs and KPIs, to identify service risks, recurring themes and continuous improvement opportunities.
- Strong analytical, problem-solving and communication skills, with the ability to facilitate Incident reviews, Problem investigations and RCA workshops and clearly communicate outcomes to technical and non-technical stakeholders.
- Strong understanding of the relationship between Incident, Problem, Knowledge and Change Enablement, including appropriate hand-offs, traceability, governance and supporting evidence.
- Experience maintaining accurate and auditable ITSM records, with the ability to recognise operational risk, escalate appropriately and maintain service integrity and operational control.
- ·High-level working knowledge of infrastructure, cloud, applications and end-user computing technologies, together with experience using enterprise ITSM platforms such as ServiceNow or equivalent.

Qualifications and Clearances

- Formal ITIL qualification
- Relevant industry experience
- Baseline Security Clearance required

Other requirements

- Strong analytical, investigation and problem-solving skills.
- Highly organised, disciplined and able to manage multiple priorities without continual supervision.
- Demonstrated accountability for assigned deliverables and agreed service-management outcomes.
- Ability to establish clear actions, owners and due dates and actively follow these through to completion.
- Confidence engaging staff at different levels and negotiating practical outcomes where priorities, ownership or responsibilities are unclear or contested.
- Strong understanding of managed-service governance and the importance of meeting contractual, SLA and customer obligations.
- Ability to identify when issues require escalation rather than allowing actions, incidents or problems to remain unresolved.
- Strong attention to detail and commitment to maintaining accurate, complete and auditable ITSM records.
- Continuous improvement mindset, with the ability to identify practical opportunities to improve process effectiveness, service quality, customer experience and operational control.
- Able to operate as a trusted service-management practitioner who takes ownership of outcomes rather than simply administering ITSM records.

Why Join Us:

- Deliver tangible business impact through operational excellence.
- Work with cutting-edge tools and AI-enabled platforms.
- Be part of a high-performing, client-obsessed team that values growth and innovation.

Take the next step with us. Apply now and make a real impact.

Your skills. Our impact. Together unstoppable. At NRI, you'll work on meaningful projects, tackle complex challenges, and see the tangible difference your expertise makes. We value diverse experiences and perspectives, creating an inclusive, collaborative, and high-performing workplace. Don't worry if you don't meet every requirement listed - we prioritise attitude and capability, and you might be the perfect fit for this role or another within NRI.

NRI Australia & New Zealand is committed to building a culturally diverse and inclusive workplace and strongly encourages applications regardless of gender, age, ethnicity, sexual orientation, or disability.