About the job Service Management Specialist — Defence - NV1 - Canberra on-site only
Service Management Specialist — Defence
Location: HMAS Harman, Canberra
Clearance: Current NV1 required
Engagement: Contract | Onsite | Interstate travel as required
Pinaka is seeking an experienced Service Management Specialist to establish and operate the LS Core 2.0 Service Desk Management System within a Defence environment.
We bring this opportunity to you via a prime contractor supporting Defence.
This is a hands-on, autonomous role for someone who can build a fit-for-purpose ITSM capability, establish effective service-management processes, and act as the central operational point of contact for users, technical teams and industry partners.
What you'll do
- Design, configure and implement the LS Core service desk capability in DSMS.
- Build request types, workflows, routing rules, queues, approval steps, SLAs, dashboards, forms and knowledge articles.
- Operate the service desk as the single responsible practitioner for triage, allocation, communications and workflow oversight.
- Manage ITIL-aligned Incident, Request, Problem and Knowledge Management processes.
- Develop and maintain the LS Core Service Catalogue, including service definitions, request models, SLAs/OLAs and dependencies.
- Coordinate technical work and escalations with infrastructure, platform and resolver teams.
- Support industry partners seeking to integrate systems with LS Core 2.0.
- Produce weekly operational reporting, monthly service-performance summaries and post-incident reviews.
- Drive ongoing improvements in automation, ticket quality, knowledge content, workflows and service efficiency.
What we're looking for
- Demonstrated SFIA Level 4 experience in service management or service desk operations.
- Experience designing and building service desk or ITSM environments; DSMS experience is highly regarded.
- Strong practical ITIL knowledge, particularly Incident, Request, Problem and Knowledge Management.
- Experience coordinating work across technical teams, external partners and vendors.
- Strong stakeholder engagement, written communication and documentation skills.
- Ability to work independently, take initiative and own service outcomes.
- Experience developing service catalogues and self-service portals is desirable.
- ITIL 4 Foundation is desirable; ITIL 4 Managing Professional is highly regarded.
- Defence ICT, secure-network or LS Core 2.0 integration experience is advantageous.
To be eligible, you must hold a current NV1 security clearance.
If you are interested, please send your current CV and a short response outlining your relevant service-management and Defence/secure-environment experience.
Why choose Pinaka
We know the government ICT market and we keep things straightforward. We take time to understand your background, your goals and the type of role that suits you. We believe transparency is about more than rates and our margins are fair and always disclosed.
What you can expect from us...
- Fair, disclosed margins
- Clear communication at every stage
- Honest advice on fit and competitiveness
- Visibility on submissions and process status
- A professional and respectful experience
How you are paid...
You choose what's best for you.
- PAYG through Pinaka
- Third-party payroll
- Self-employed (own ABN)
With a single, transparent and fixed margin, we ensure compliance to all state and payroll laws. So that is one less thing for you to worry about.
BYO CONTRACT
Already in a role but not happy with the setup?
Port in your contract to Pinaka for a simpler and more transparent experience. We also have some exciting limited time offers on top of the incredible margins we offer.
BETTER TOGETHER
Our referral program for people who introduce strong candidates to us.
Refer a friend - Earn $1/hr per successful referral as long as you both with us. Refer as many friends as you want; no caps.