Heritage and People's Choice

Senior Lead, ITSM Process

Join Heritage and People's Choice in Adelaide as a Senior Lead, ITSM Process. Leverage ServiceNow ITSM modules to enhance processes. 5+ years in ITSM required. Benefits include flexible work, training support, and wellbeing programs.

ServiceNow Role Type:
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Implementer
ServiceNow Modules:
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Configuration Management Database
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Discovery
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IT Service Management
ServiceNow Certifications (nice to have):
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Certified Implementation Specialist - Discovery
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Certified Implementation Specialist - IT Service Management

Job description

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Posted on:
 
June 11, 2025

We are seeking a dynamic and experienced Senior Lead, ITSM Process to join our team and champion the design, implementation and maturity of our IT Service Management processes – anchored by a strong focus on ServiceNow.

Requirements

  • Extensive experience in ITSM, Technology Operations, or Infrastructure support
  • Proven ability to lead process improvement initiatives across diverse teams and domains
  • 5+ years in a consulting or leadership role focused on implementing ITSM best practices
  • Strong familiarity with IT service principles, frameworks, and methodologies including ITIL, COBIT, and related standards
  • Strong experience with ServiceNow ITSM modules including Incident, Problem and Change
  • Experience with CMDB and ServiceNow Discovery highly preferred
  • Experience with organisational change, process realignment, and continuous improvement
  • Demonstrated ability to work collaboratively with internal teams and external service providers

Benefits

  • Flexibility and hybrid working arrangements
  • Enhance your salary with discounts on banking, health insurance, and shopping across Australia
  • Advance your career with training, study support, and project opportunities
  • Competitive leave benefits that empower employees to take time for themselves and loved ones
  • Wellbeing support with our Employee Assistance Program, wellbeing leave, mental health app, and mental health ambassadors’ program
  • Make a difference with paid volunteering, Workplace Giving, and diverse community initiatives
  • Be recognised for your contributions through our peer-driven recognition program

Requirements Summary

5+ years in a consulting or leadership role, ITIL Foundation certification, ServiceNow certification or experience