This position, reporting to the Manager of Service Management in the Digital Workplace Experience team, is key to enhancing service delivery within the IT department. You will develop, implement, and evaluate IT service management processes to improve efficiency and effectiveness for staff and students.

In this role, you’ll utilise your process analysis and problem-solving skills to collaborate with various teams within the University and IT department, ensuring streamlined service offerings align with our service management framework. You will act as a process consultant, guiding Operational Managers and staff in best practices and continuous improvement initiatives.

Your responsibilities will include designing and refining processes related to incident management, change control, and service requests. Opportunities for cross-training will broaden your understanding and contributions to IT operations.

At Swinburne IT, we strive to simplify and transform how technology enhances the university's strategic goals. As part of the Digital Workplace Experience team, you’ll support the delivery of high-quality services that improve the experience for students and staff alike.

About You
To be suitable for this role you will need to have experience in the below key accountabilities:

• Proven experience in running day-to-day IT service management processes.
• Ability to solve problems by applying sound judgement based on professional experience, with the ability to make decisions to resolve specific issues.
• Demonstrated understanding of and practical experience in activating and improving IT service management processes.
• Competent oral and written communication skills, including the ability to write high quality reports, and present information to technical and non-technical Stakeholders.
• Skilful presentation skills delivered at all levels including operational personnel and senior management.

Qualifications

• Degree qualification with relevant experience in a similar role, or service management operation and design experience, or an equivalent combination of education/experience—essential
• Relevant industry certification in: ITIL, Process Analyst, Business Analyst, Agile, Process Improvement—preferable

**This position is open only to applicants who have work rights in Australia

About Swinburne University of Technology
Swinburne Horizon 2025 draws upon our understanding of future challenges. With this new strategic plan, we choose to build Swinburne as the prototype of a new and different university – one that is truly of Technology, of Innovation and of Entrepreneurship. We are committed to a differentiated university proposition in education and research, so that:

• Every Swinburne learner gets a work experience
• Every Swinburne graduate gets a job
• Every Swinburne partner gets a tech solution
• Swinburne is the prototype of global best practice

The achievement of our 2025 moon shots depends on our capacity to work collectively, always, as One Swinburne.

To Apply
Please submit your CV and cover letter addressing your suitability for this position.
To review the Position Description and to apply, please scroll down to the bottom of the page.
If you are viewing this advert from an external site, please click ‘apply’ and you will be redirected to Swinburne’s Jobs website to access the Position Description at the bottom of the page.
Please Note: Appointment to this position is subject to passing a Working with Children Check.
If you are experiencing technical difficulties with your application, please contact the Swinburne Talent Acquisition Team on talentacquisition@swin.edu.au .
Applications Close: Sunday November 24th at 11pm.
Swinburne offers flexible working options contained in our leave and parenting/carer policies to support work-life balance.

Diversity, Equity and Inclusion
Swinburne University of Technology is dedicated to creating a varied, welcoming, and open learning and work environment that embraces diversity, promotes inclusion, ensures fair access to opportunities, and actively opposes bullying, discrimination, sexual harm, victimisation, and vilification. We appreciate every individual in our community, regardless of ability/disability, age, cultural and ethnic background, sex, sexual orientation, gender identity and expression, and family and relationship status. For further details on our efforts, please explore our Equity & Diversity website.

Disability and Reasonable Adjustments
Swinburne University of Technology actively supports and encourages individuals with disability to apply. We provide reasonable adjustments throughout the recruitment and selection process by ensuring that we cater to the access and participation needs of all candidates.
For a confidential conversation about your accessibility needs or to offer feedback on how we can enhance our recruitment processes to accommodate any adjustments you may require, please contact Swinburne’s Disability Confident Recruitment at DCR@swin.edu.au or call +61 3 9214 3550.

Science in Australia Gender Equity (SAGE) at Swinburne
Swinburne is enhancing gender equity and diversity, with a focus on science, technology, engineering, maths and medicine (STEMM), by participating in the Science in Australia Gender Equity (SAGE) program.
Swinburne University is actively engaged in improving representation and participation of women in STEMM fields, aiming to address ongoing gender inequity. As an inaugural recipient of the Athena SWAN Institutional Bronze Award, we have implemented our original SAGE Action Plan (2019-2021) and continue our commitment through the current SAGE Action Plan (2022-2025), focusing on meaningful actions to foster long-lasting change and advance gender equity and diversity in STEMM.

Aboriginal and Torres Strait Islander Applicants
We welcome and strongly encourage applications from Aboriginal and Torres Strait Islander people.
For any support please contact talentacquisition@swin.edu.au or for more information on our Indigenous strategies please follow the link to our RAP Reconciliation Action Plan
Victoria’s Commitment to Action: Improving international student employment outcomes
As a signatory to Victoria’s Commitment to Action, Swinburne seeks to remove barriers to international graduate employment. We welcome and encourage applications from international graduates.
We are a 2023 Circle Back Initiative Employer – we commit to respond to every applicant