IT Service Operations Analyst

Our client is an established global creative studio in the entertainment industry, specialising in producing high-profile animation and family entertainment. Operating in a fast-paced and collaborative environment, they create content for international audiences across multiple platforms.

They are now seeking to hire an IT Service Operations Analyst to aid in the development and construction of foundational ITIL frameworks within Jira Service Management. This hands-on role is responsible for translating the IT leadership team's strategic vision into a fully functional CMDB structure, alongside configured Change and Incident management workflows.

Job Responsibilities

CMDB & Schema Development

• Design and configure the CMDB (Assets) schema in Jira Service Management including object types, attributes, and relationships
• Populate initial Configuration Item (CI) data using various import and reconciliation methods
• Establish repeatable processes and governance models to maintain data accuracy over time
• Document CMDB structures and operational processes for ongoing use by the broader IT team

Workflow Configuration & Integration

• Build out and configure Change and Incident management workflows within Jira Service Management
• Integrate Change and Incident processes directly with the CMDB schema
• Collaborate closely with internal IT, Pipeline, and Rendering teams to align system structures

• Proven experience standing up a CMDB from scratch including process design and tool configuration
• Strong expertise in Jira, Confluence, and Jira Service Management (JSM Assets)
• Deep understanding of ITIL configuration management principles, CI types, relationships, and governance
• Demonstrated experience configuring Change and Incident management workflows in JSM
• Proficiency with data import and reconciliation methods such as CSV import, API-based discovery, and JQL
• Excellent written and verbal communication skills with the ability to translate high-level vision into technical execution

Nice-to-Have Skills

• ITIL Foundation Certification
• Scripting knowledge in Groovy or Python for process automation
• Experience with automated discovery tools feeding directly into Jira Assets

• Permanent work-from-home set-up
• Dayshift (Australian Eastern Standard Time business hours)
• Full-time job
• HMO (STAFF only)
• Annual leave
• 13-month pay
• With Government mandated benefits