Senior ITSM Platform Specialist
Massey University - Te Kunenga ki Pūrehuroa
What the role involves
- Administering ITSM platforms
- Resolving complex incidents
- Managing upgrades and releases
What they ask for
Relevant tertiary qualification in Information Technology, Information Systems, Business Systems, or equivalent professional experience; around 7 years of technical IT experience with significant hands-on enterprise ITSM platform administration or support; advanced ITSM certification
- 7+ yrs experience
- Professional licence or registration
About the job
Senior ITSM Platform Specialist
Department: Information Technology Services
Location: Massey University Campus - Albany (Auckland), Wellington or Palmerston North
1 FTE permanent position 37.50hrs p/w
About the Role
Massey University is seeking an experienced Senior ITSM Platform Specialist to lead the administration, configuration, operational support, and continual improvement of our enterprise IT Service Management platform. Operating under broad direction, you will provide senior technical and operational stewardship across core modules (Incident, Problem, Change, Request, CMDB, Asset, workflows, and portals), ensuring the platform remains stable, secure, upgrade-safe, and aligned with ITIL principles and enterprise objectives.
Key Responsibilities
- Platform Stewardship & Advanced Support: Provide high-level support and governance, resolve complex platform incidents and configuration defects, and manage upgrades, releases, and service continuity.
- Configuration & CMDB Management: Maintain rigorous configuration standards, data quality, and naming conventions for platform objects, workflows, and service catalogue items.
- Integrations & Build: Co-design and manage system integrations with identity, monitoring, asset, and reporting tools, ensuring solutions are secure and test-controlled across environments.
- Change & Release Governance: Manage platform change requests based on risk, impact, and dependencies in alignment with structured Change and Release Management practices.
- Reporting & Data Insights: Configure operational dashboards, KPIs, and metrics to track performance, workflow effectiveness, and data quality across stakeholder groups.
Requirements & Experience
- Relevant tertiary qualification in Information Technology, Information Systems, Business Systems, or equivalent professional experience.
- Around 7 years of work experience in technical IT roles, with significant hands-on experience administering or supporting enterprise ITSM platforms (such as ServiceNow).
- Industry-recognised advanced certification in ITSM practices (e.g., ITIL); ServiceNow certifications (Certified System Administrator / Application Developer) are highly desirable.
- Experience supporting Enterprise Service Management in a university, public sector, or complex enterprise environment.
- Strong stakeholder engagement, analytical, and leadership skills with the ability to influence cross-functional teams and translate requirements into practical solutions.
In addition to a competitive salary, Massey also offers:
- Up to 6.75% employer contribution to the UniSaver Superannuation Scheme for eligible employees
- Five university holidays per year in addition to your annual leave
- Subsidised Southern Cross Healthcare plan for you and your family
- Special staff rates available for campus gym membership
- Staff purchasing privileges and discounts at many commercial and retail businesses across NZ
- Access to a wonderful on-Campus crèche /day care facilities for dependents of staff on our Manawatū and Auckland campuses
- Comprehensive professional development and training programmes
- Staff fee concession for study with Massey and 30% discount on fees for immediate family of staff undertaking undergraduate study (conditions apply)
The salary band for this role is Grade 8 NZD $99,945 - $134,239 (2026) based on skills and experience.
This position will be based on one of Massey University's campuses at either Albany (Auckland), Wellington or Palmerston North. Should you be based in Wellington, your will be required to join your Wellington- and Palmerston North-based colleague one day a week (currently every Tuesday) on the Manawatū campus in Palmerston North.
Applications close Wednesday 04 November 2026, 11.00pm.
Desired Skills and Experience
Senior ITSM Platform Specialist IT Service Management ITSM ServiceNow Enterprise Service Management ITIL ITIL v4 CMDB Configuration Management Incident Management Problem Management Change Management Release Management Service Catalogue Workflow Automation Platform Administration Platform Governance Systems Integration Enterprise Applications Asset Management Service Delivery Continuous Improvement Technical Leadership Dashboard Reporting KPI Reporting