ITSM Systems Administrator

ASX Position Description

ASX “All Roles Flexible” ASX offers mutually beneficial flexible working arrangements. We recognise that employees need to balance work and personal lives.

ASX Opportunity Snapshot What’s On Offer

ITSM Systems Administrator The ITSM/ITOM System Administrator is responsible Role: for the development, implementation and sustained support of the IT Service Management system. They will provide creative solutions to resolve business Senior Leader, IT Service Reports to: Management problems via customer requirements based on system capability and process gaps (ITSM/ITIL).

People N/A The System Administrator will provide on-going Management: technical assistance, handling incident tickets on a priority basis, software configuration / Budget: N/A customisation assistance including, but not limited to: screen tailoring, workflow administration, report Team: Application Support setup, data imports, LDAP integration, custom scripting and third party software integrations. This Date: September 2018 includes working with process owners to develop Location: Sydney, NSW and implement the workflows.

Flexible Role: Yes The preferred ITSM/ITOM platform is ServiceNow.

What you’ll do: Lead all technical aspects of solution delivery including:

 Application UI Configuration, Workflow Configuration.

 Development of required specific reporting.

 Development of requirement integration components (SSO, LDAP, etc).

 Drive the continuous improvements of our implementation methodology and service offerings based on client experiences.

 Driving process definition, re-engineering, improvement and gap analysis of current/to-be processes during workshops with key sponsors and stakeholders

 Developing required documentation such as workshop agenda, presentations, gap analysis reports, process flow diagrams, roles/responsibilities

ASX Position Description 1/3

 Identifying areas of process improvement (efficiency and effectiveness) and recommending solutions that detail pros, cons and risks

 Promoting continuous process improvement practices through process metrics/KPIs, dashboards and role accountabilities

 Managing and communicating ITSM process and business requirements to the implementation team.

 Providing training and mentoring to on the system to ASX users.

 Routine system administration including: manage user accounts, manage support group changes (additions, changes, adding/removing members), provide users with access/roles within the system,

 Add new, improve overall navigation of system that launch reports, lists of data, or dashboards

 Fix defects when they arise

 Monitor overall system performance using system performance and diagnostic tools and dashboards

 Integrate IT Service Management System with other systems (for the potential discovery of assets, user access via LDAP, auto-creation of Incidents via Event Management Systems, etc.). Monitor and maintain integrations after implementation

 Open Incident and Change Requests (e.g. submit bug/fix Incidents; submit instance clone/upgrade requests).

 Answer "how to" technical and application configuration questions of other members of the technical team and process owners

 Facilitate roll out of new applications and modules

 Assist in troubleshooting patch / release management issues What you’ve done:

 Proven experience as a key technical resource leading the implementation, integration and configuration of ITSM/ITOM Platform solutions (preferred ServiceNow)

 Strong understanding and experience (2+ years) with leading ITSM/ITOM platform (preferred ServiceNow)

 Strong understanding of IT Service Management (ITSM) and the ITIL best practise framework

 Led ITIL and ITSM process development including extensive experience with Incident, Problem, Change and Configuration Management

 Understanding of governance and management of Enterprise IT

 Technical background: Operations / Infrastructure / Application Support or Application Development

 Experience with Web Technologies (XML, HTML, JavaScript, Web Services, etc) and of working in a SaaS environment.

 Knowledge of technical components such as LDAP, VPN, SSL and other such technologies.

 Proven experience in defining and deploying 'to be' best practice ITSM processes and in identifying solutions from a people, process and technology perspective

 Application Development experience (e.g. SDLC, Agile Scrum, etc.)

 The ability to take complex end-user requirements to system requirements to code

 Experience in the management of all phases of the application lifecycle and best practices to include requirement gathering, design, development, testing (application code and user acceptance), and deployment.

 Writing test scripts

 Working knowledge of relational databases

ASX Position Description 2/3

 Solid experience in requirements gathering, including experience in creating process documentation

 Must be able to communicate with technical and non-technical individuals and teams

 Excellent communication skills (both written and verbal) with strong presentation and facilitation skills (proficiency in Visio, Word and PowerPoint)

 Demonstrated ability to influence and consult (providing options with pros, cons and risks) while providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems

 Strong interpersonal skills, customer centric attitude, ability to deal with cultural diversity.

 Experience in a 24x7 operating environment

 Understanding of project delivery frameworks (PMBOK, Prince2, or AGILE)

 Understanding of IT related risk including identification of opportunities

And if you’ve got some of this, even better:

 Training in Cobit 5 Enabling Process

 ISO/IEC 20000, MOF 4.0 and/or CMMI-SVC 1.3

 Exposure to knowledge management

 Certification in ITIL processes

 Strong understanding of Financial markets and related products

What you need to enjoy and be good at for this role:

 Ability to work effectively with customers and providers to deliver technical solutions

 Work to standards of excellence and promote a high-performance team culture

 Excellent planning and time-management expertise

 Strong IT risk management skills including opportunity and mitigation identification

 Good interpersonal skills and commitment to teamwork

 Ability to prioritise tasks and to meet deadlines

 Effectively multi-task and work in fast pace environment

 Proactive, positive, innovative and delivery focused

 Professional and committed approach

 Teamwork - flexible team player

 Initiative and ability to work autonomously

 Ability to manage competing priorities and meet deadlines

 Conflict Management abilities

Hear what your future colleagues think about working at ASX http://www.asx.com.au/about/benefits.htm

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