Enterprise Service Management Solutions Architect

Our client is a federal government organisation with offices throughout Australia. Due to growth, they are seeking an Enterprise Service Management Architect to join their team in their Richmond or Geelong office. This will be a 18-month initial contract with further 18-month extensions, 7.5-hour day / 230 working days, with a hybrid work arrangement.

About the Role

The Enterprise Service Management (ESM) Solution Architect is responsible for designing, implementing, and maintaining the ESM solutions that align with the organization’s strategic objectives. This role involves collaborating with various stakeholders to ensure that the ESM solutions meet business needs and enhance operational efficiency. This role will be responsible for the architecture of the current and future state of ESM platform.
An Ideal candidate will be able to think outside the box and design solutions that balance both technical and business outcomes.

Key duties:

• Lead the design and architecture of ESM solutions, ensuring they are scalable, reliable, and aligned with business requirements.
• Oversee the implementation of ESM solutions, including configuration, customization, and integration with other systems.
• Work closely with business units, IT teams, and external vendors to gather requirements, provide technical guidance, and ensure successful delivery of ESM projects.
• Identify opportunities for process improvements and implement best practices to enhance the efficiency and effectiveness of ESM solutions.
• Develop and maintain comprehensive documentation for ESM solutions, including architecture diagrams, configuration guides, and operational procedures. As well as maintaining as-built and technical library of information.
• Provide training and support to end-users and IT staff on ESM solutions, ensuring they are effectively utilized and maintained. This includes running communities of practice and other knowledge-sharing initiatives

To apply for this excellent opportunity, you will need the following essential & desirable criteria:
Essential criteria

• Minimum of 2 years of experience in enterprise service management or a related field.
• Demonstrated experience in designing, managing ESM projects. Including planning, execution, and monitoring including broad experience in different ICT disciplines.
• Strong knowledge of enterprise service management platforms (e.g. BMC Remedy, Atlassian Jira Service Management, ServiceNow, Cherwell and/or similar) and related technologies.
• Ability to analyse complex business requirements and translate them into effective technical solutions.
• Excellent verbal and written communication skills, with the ability to convey technical concepts to non-technical stakeholders as well as strong problem-solving skills and the ability to troubleshoot and resolve technical issues.
• Proven ability to work collaboratively with cross-functional teams and build strong relationships with stakeholders.

Desirable criteria

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Relevant certifications in ESM platforms (e.g., ServiceNow Certified Implementation Specialist or Atlassian Certified Professional) are a plus.
• Experience developing data models such as configuration management databases (CMDBs) and experience using IaC (Terraform) and Git (Gitlab).
• Experience working in an operational environment within ICT management frameworks such as ITIL

Email Shelley on shelley.harrison@talentinternational.com for further information. Shortlisted will be contacted. Please note that our client is a federal government department, and they can only consider applicants who are Australian Citizens. Proof of Australian Citizenship is mandatory, and you will need the wiliness and ability to obtain and maintain a Baseline Security Clearance.