ITSM Consultant - Incident, Problem & Knowledge Specialist

Our Company

We exist to bring amazing people together to explore the art of possible.

Bailey Abbott are a progressive and dynamic IT Consultancy business working across both Public and Private sectors. People are at the core of everything we do. We’re all about nurturing and inspiring people – ours and our clients. We bring a positive attitude and mindset to everything we do. We confidently use our knowledge and skills to solve problems, finding a better and easier way forward.

We deliver transformational outcomes to take businesses further, fearlessly. Confidence and trust is fundamental to delivering superior outcomes and we take ownership and responsibility for our commitments.

Our People

Our specialist IT Consultants are creative, collaborative, and passionate. We’re strong advocates for change, challenging the status quo through new thinking, technology, and practices. Always exploring creative ways to simplify complexity.

As a Consultant with Bailey Abbott, you will have the opportunity to build your project portfolio by gaining exposure and experience working across different clients, industries, technologies, and methodologies, all while having the stability and security of a permanent position.

Our Career Opportunity

Bailey Abbott are seeking an ITSM Consultant who’s passionate about solving problems at the root cause and enabling clients to work smarter. If you’ve led Incident and Problem Management or built knowledge bases that empower teams — we want to hear from you.

Embedded in a new client engagement, you’ll lead the uplift of Incident, Problem, and Knowledge Management practices. You’ll assess current capabilities, co-design scalable processes, and work hands-on with client teams to embed new ways of working.

This role blends consulting, facilitation, coaching, and delivery — perfect for someone who thrives in structured environments but can roll up their sleeves and get the work done.

You don’t need to be an ITSM expert—if you bring solid consulting and business analysis skills with a genuine interest in ITSM, we’re happy to provide the training. We’re looking for people who are keen to grow and ready to dive in.

Key Responsibilities

• Design and implement triage, escalation, and resolution workflows for incidents.
• Lead RCA sessions, document known errors, and support corrective actions.
• Establish a fit-for-purpose knowledge base and train staff in KCS-aligned content practices.
• Facilitate major incident responses and Post-Incident Reviews (PIRs).
• Analyse trends and provide improvement recommendations.

What You Bring

• Experience in Service Desk, Major Incident Management, or ITSM consulting.
• Deep knowledge of ITIL practices for Incident, Problem, and Knowledge Management.
• Strong facilitation, coaching, and communication skills.
• Experience with ITSM tools like JIRA, ServiceNow, or Freshservice.
• ITIL 4 Foundation required; intermediate certifications or KCS exposure highly regarded.

What Success Looks Like

• Faster incident resolution and reduced mean time to recover.
• Increased RCA completion rates and known error documentation.
• Growth in knowledge article usage and deflected tickets.
• Uplifted internal capability and sustainable practices post-engagement.

• Paid Birthday Leave
• Access to Employee Assistance Program
• Novated Leasing
• Flexible Working Options
• Regular team gatherings including monthly team lunch
• Professional development opportunities and continuous learning
• Financial benefits through Discount Store

Our clients are diverse and so are we. We engage with great talent from all walks of life to bring their extensive and varied experience to help promote innovation. We encourage applications from candidates from all backgrounds to further strengthen Bailey Abbott.

Bailey Abbott. Explore Possible.