ITSM Process Designer NV1 Security Clearance Required About the Role We are seeking an experienced ITSM Process Design Lead to support a major program within a multi-vendor SIAM environment. This role is responsible for leading the design, development, and enablement of IT Service Management (ITSM) processes aligned to ITIL 4 practices. You will partner with client and supplier stakeholders to define, optimise, and embed processes that ensure efficient, consistent, and high-quality service delivery. The position requires strong expertise in process governance, service transformation, and cross-domain integration. Required Security Clearance Australian Citizenship and an active NV1 Security Clearance (mandatory) Due to the secure environment, all applicants must meet security requirements. Key Responsibilities Lead the design, refinement, documentation, and implementation of ITSM processes including Incident, Problem, Change, Event, Configuration, Request, Knowledge, and Service Catalogue. Apply a consulting mindset to analyse requirements, design fit-for-purpose solutions, and build service management capabilities aligned to program needs. Establish and maintain process governance frameworks, including SLAs, KPIs, and performance measures. Assess current-state maturity and define roadmaps for process uplift and optimisation. Ensure alignment and integration of ITSM processes with DevOps, SRE, automation, and cloud service delivery practices. Collaborate with ServiceNow teams to align platform workflows, forms, and automation with process designs. Ensure consistency and integration of service management processes across complex, multi-provider environments. Develop and deliver training, knowledge materials, and handover documentation to support operational readiness. Provide process leadership and support during service transitions, onboarding, and stabilisation activities. Required Skills & Experience Bachelor's degree (or equivalent experience) in a relevant discipline. ITIL 4 Foundation minimum (higher certifications preferred). Strong understanding of ITIL 4 principles, service management practices, and process governance. Minimum 5 years' experience in ITSM transformation, process design, and implementation within complex or multi-vendor environments. Experience aligning ITIL processes with DevOps and SRE operating models. Practical experience with ServiceNow process design, workflows, and implementation. Excellent communication, stakeholder engagement, and leadership skills. Must be willing to work onsite 5 days per week in a secure facility. Preferred Qualifications ITIL 4 Specialist / Managing Professional / Strategic Leader / Practice Manager certifications. SIAM Foundation or SIAM Professional certification. ServiceNow CSA or ServiceNow implementation certifications. Cloud certifications (AWS, Azure, GCP) - beneficial for integrating service management with cloud operations. Experience with service optimisation, automation, or AIOps. Experience working within Federal Government or Defence environments.
