IAG Defence and National Security (DNS)
ITSM and CRM platform 03756
🇦🇺Canberra, Australian Capital Territory, Australia2 days ago
MidFull TimeEN
IAG Defence & National Security (DNS) is part of IAG, a specialist advisory firm supporting complex infrastructure, Defence and national security programs across Australia.
Our DNS team works closely with Commonwealth agencies and industry partners to deliver specialist expertise into nationally significant programs. Our success depends on our ability to identify, engage and mobilise highly specialised talent quickly and effectively. IAG is recognised as Veteran Friendly Employer under the Veteran Employment Program.
Simultaneously deliver:
You will work as part of a team to deliver:
1- Core ITSM Capabilities - Incident Management - Problem Management - Change and Release Management - Service Request Management - Knowledge Management - Configuration Management Database (CMDB) - Asset Management - SLA/OLA management, Reporting and dashboards - Alignment with ITILv4 framework 2. CRM Capabilities (Integrated, Not Federated). You can deliver CRM functionality embedded within the same platform (not loosely coupled integrations), including: - Case management - Customer/contact records - Communication tracking - Workflow automation - Reporting and customer analytics - Secure interaction history - Suppliers must clarify whether CRM is native within the platform, a module within the same architecture, a separate product requiring integration - Support call centre operations 3. Microsoft 365 Automation Requirements. You must demonstrate automation capability across Microsoft 365,
4. Defence and Security Requirements. You can deliver a solution suitable for deployment within Defence environments and capable of supporting accreditation requirements such as: - Deployment in secure/private cloud or on-premise environments - Support for OFFICIAL and above classifications (where applicable) - Compliance with relevant Australian/US/UK security standards - Audit logging and role-based access control - Zero-trust architecture support - Data residency controls - Cross-domain constraints (if applicable) 5. Architectural Requirements. Any solution you deliver must be: - Single-platform architecture (avoidance of fragmented tooling) - Modular but unified data model - API-first design - Integration capability with existing enterprise tools - Scalability for enterprise use - High availability and disaster recovery options
With offices in Perth, Brisbane, Melbourne, Sydney, and Canberra, we’re a tight-knit team, working across some of Australia’s most critical infrastructure and Defence projects. We come from diverse backgrounds and pride ourselves on our flexible, supportive and collaborative team culture. We can offer great work, great people, great culture, great conditions, and an all-round great time, whilst you go about developing a great career in this space.
As part of IAG, you’ll be joining a team of more than 250 professionals’ working across a range of integrated workstreams in a friendly and approachable environment.
