Service Management Analyst

• Location: Footscray
• Employment Type: Full-time
• Salary: HS4 + Super + Salary Packaging

Western Health is seeking a Service Management Analyst to join the Digital Technology Services (DTS) team.

In this role you will engage stakeholders to design and improve IT Service Management processes, configure ITSM tooling and deliver insights that enhance service outcomes.

Working within the Service Management Office (SMO), you will partner with ITIL practice owners, technology teams and project stakeholders to translate service management requirements into practical platform solutions that support reliable clinical and corporate operations.

This role plays an important part in improving workflows, reporting, automation and self-service capabilities across our ITSM environment.

About the Role

As a Service Management Analyst, you will work collaboratively across Digital Technology Services to improve service management practices and ensure our ITSM platforms support effective, measurable service delivery.

Key Responsibilities

• Engage with stakeholders to design and improve IT Service Management processes and practices
• Translate business and operational requirements into process designs, user stories and configuration specifications
• Configure and enhance ITSM tooling including workflows, service catalogue items, portals, forms and automation
• Develop dashboards, reporting and service insights to improve service performance and decision-making
• Improve service and configuration data quality including catalogue, request and CMDB information
• Support service transition initiatives, engaging project stakeholders to ensure alignment with service management practices and ITSM platform capabilities
• Engage with internal and external stakeholders, including vendors and service providers, to ensure alignment on integration requirements and service management processes
• Contribute to governance and safe platform change through CAB-aligned change practices
• Support the responsible adoption of AI-enabled ITSM capabilities where appropriate

About You

You are a collaborative service management professional who enjoys working with stakeholders to translate operational needs into practical technology solutions. You will bring:

• Experience working with ITIL service management practices
• Hands-on experience configuring or administering enterprise ITSM platforms (e.g. Cherwell, ServiceNow, etc)
• Strong business analysis and process improvement skills
• Ability to translate requirements into user stories, workflows and platform configurations
• Experience producing service reporting and performance insights
• Understanding of service data, CMDB concepts and data quality improvement
• Strong stakeholder engagement, communication and documentation skills

Experience working in healthcare, government or regulated environments will be highly regarded.

Click here for Position Description.

About Western Health

Western Health provides essential healthcare services to the rapidly growing communities of Melbourne’s west.  Our Digital Technology Services team delivers the infrastructure, applications and digital services that enable safe and reliable clinical and corporate operations.

We are committed to delivering modern, resilient technology services that support better outcomes for our patients, staff and community.

Why Join Western Health?

• Work in a large and complex healthcare technology environment
• Contribute to improving enterprise service management capability
• Collaborate with experienced technology and service management professionals
• Help deliver digital services that support patient care and community health

If you are passionate about improving service management practices and enabling better technology services, we encourage you to apply.

Closing date: 11:59pm on 24 March 2026.

Enquiries: For further information, please contact Nima Raffoul at Nima.Raffoul@wh.org.au

WH