"IT Service Management Process Coordinator"

PRIMARY DETAIL

• $86,087 - $97,879 (HEW Level 5), plus 17% employer's superannuation and annual leave loading
• Full-time 2 Year FTC | Based at Wallumattagal campus, North Ryde
• High performing team of IT specialists | Hybrid working arrangement

The Role

We are seeking an enthusiastic individual with a passion for process excellence and improvement. This is a rare opportunity to make an impact as a key member of a newly formed team that has been charged with uplifting our IT Service Management (ITSM) capabilities in line with the Information Technology Infrastructure Library (ITIL) framework and leading best practice.

This role will be responsible for:

• Providing support and information to internal stakeholders in relation to IT Service Management (ITSM) processes and process improvement activities
• Assisting with the implementation of relevant process changes and improvement plans
• Coordinating and administering the IT Change Control process, including facilitating the weekly Change Advisor Board (CAB) meetings and related IT change control processes

You will have the opportunity to work with highly experienced colleagues and be involved in the defining, planning, and implementing improvements across a range of ITSM processes, including but not limited to incident management and problem management.

About You

You will be an enthusiastic and energetic individual with a focus on process excellence and improvement, and keen interest in extending your knowledge and experience of ITIL and ITSM best practice in order to make a real difference in helping improve how we deliver IT services.

You will have strong written and verbal communications skills and experience facilitating forums with many participants. You will have a track record showcasing a high level of organisation and coordination skills, and ability to complete actions and tasks to a high level of detail, and in a time critical environment.

Whilst an understanding of technology and technology management practices is beneficial, the role could be an opportunity for an existing IT professional to take the next step in their career or a highly experienced administrator looking to start a career in IT. It is more critical that you have the right aptitude as a self-starter, be willing to learn, and enjoy working in a dynamic environment as a team player.

Ideally you will have some experience of working in a large, complex environment such as Macquarie University.

About Us

Macquarie is a university engaged with the real and often complex problems and opportunities that define our lives. Celebrating its 60th year in 2024, it was established as a bold experiment in higher education and designed to break from educational traditions to work in tandem with industry. Institutionally we strive for the extraordinary by challenging convention and embracing different views. Our pioneering culture has encouraged and inspired students, staff and collaborators to break free from conventional thinking, and to actively shape the complex issues that define the future of humanity.

To Apply

To be considered for this position, please apply online and attach your resume and a separate cover letter that addresses how you meet the below selection criteria (maximum 2 pages):

• Tertiary qualifications in a related field or equivalent knowledge, skills and experience
• Experience in receiving and handling requests for information and providing advice and guidance on processes and procedures, ideally within an IT environment
• Identify relevant policies and procedures and apply them when responding to requests and resolving issues
• Maintaining operational support documentation, user guides and recording and tracking of activity progress
• Contribute to process review, development, implementation and evaluation, with the ability to identify risks and issues

Why work at Macquarie

We rank amongst the top employers in the Australian Workplace Employers Index, having recently earned a five-star rating in the QS World Rankings with the highest rating for employability.

Our prime location, we are walking distance from Macquarie University Metro Station and Macquarie Shopping Centre. Not only are we close, look at our benefits on offer:

• 17% Superannuation
• Subsidised onsite parking options
• Flexible working options
• Training and professional development
• Onsite childcare facilities
• Discounted health insurance (Medibank)
• Onsite vacation care
• Employee Assistance Program
• Subsidised membership at the Sport & Aquatic Centre
• Onsite GP, imaging & physio clinics

Diversity, Inclusion and Belonging Framework

Jobs at Macquarie

Applications Close: 13/12/2025 11:59 PM