ICT Infrastructure Specialist - QLD

ICT Infrastructure Specialist

All Aspects Recruitment & HR Services are currently seeking an ICT Infrastructure Specialist for a temporary role for approx. 6 months.

• $89.27 per hour including casual loading
• Brisbane CBD location

Duties include:

Operational Support: Manage the daily operations of the Service Now infrastructure module, acting as the primary point of contact for request review and triage.

• Customer Liaison: Engage with business customers to clarify requirements, provide updates on requests, and ensure high-quality service delivery.
• Administrative Control: Ensure appropriate treatment, logging, and documentation of all requests, ensuring they are accurately allocated to relevant technical teams.
• Decision Support: Manage the end-to-end decision-making process for incoming requests and prepare necessary documentation for approvals.

Process Development & Standardisation

• Workflow Design: Develop and standardise Service Now processes across multiple functional areas, ensuring disparate request types are brought into a unified decision workflow.
• Mapping & Documentation: Map current state processes and design future state workflows in Service Now.

System Improvement & Strategic Preparation

• Efficiency Analysis: Identify bottlenecks and inefficiency points in existing Service Now workflows to enhance performance.
• Improvement Log: Create and maintain an improvement log to track system efficiency issues, tracking, reporting, and recording for future system upgrades/uplift.

Systems & Administrative Alignment

• Gap Analysis: Identify and document administrative tasks that currently occur outside of Service Now (e.g., manual spreadsheet tracking, email approvals, meeting minutes).
• Workflow Integration: Map how these "offline" activities interface with Service Now to ensure data integrity and end-to-end visibility of the request lifecycle.
• Governance Framework: Establish clear handover points and responsibilities for processes that jump in and out of the platform to prevent "process friction" or data silos.
• Standard Operating Procedures (SOPs): Draft SOPs that define how external administrative steps must be completed to trigger or conclude Service Now actions

Governance & Decision Management

• End-to-End Oversight: Act as the central point of accountability for managing the decision-making lifecycle of all Infrastructure requests.
• Facilitation: Proactively drive the decision process by coordinating with key stakeholders, ensuring all required information is gathered to enable informed decision-making.
• Secretariat Support: Prepare high-quality briefing materials, decision papers, and supporting documentation required for various governance forums or delegated authority sign-offs.
• Audit Trail: Ensure all decisions made (both within and outside Service Now) are accurately recorded, timestamped, and linked to the relevant record for compliance and reporting.

Training & Development

• Documentation Creation: Develop detailed training packs, user guides, and FAQs for various stakeholders, including infrastructure teams, end-users, and senior leadership.
• Adoption Facilitation: Facilitate workshops to train users on new Service Now processes

Requirements:

• Extensive experience in ICT project implementation and management.
• High level strategic, conceptual, and analytical skills including successfully translating complex requirements into succinct and meaningful design and scoping documents.
• Strong interpersonal skills with a high level of written and oral communication skills with the ability to establish and maintain effective relationships and information transfer at all levels.

To apply or for more information please submit your resume to qldjobs@aarecruit.com.au with the subject “Infrastructure Specialist - ICT”