Service Delivery Support Officer

2 weeks ago

Canberra, ACT, Australia face2face Recruitment Full time

Closing Date:21 February 2023, 9:00 AM

face2face reference:580856**
Location:Canberra

Hours:
full-time

Contract length:
Until 30 June possible extensions until June 2025, pending approval

Entry requirements:
Australian Citizen + Baseline or the ability to obtain

Pay range:
$ p/h inc super

About the role:


The IT Service Management (ITSM) team are responsible for ensuring that all teams involved in the support of technology at the Agency are empowered using the ITIL framework to deliver customer focused, trusted and reliable ICT services.

As the ICT Service Delivery Support Officer, you will be reporting to the ITSM Manager and supporting the ongoing delivery of core ITSM processes, including but not limited to Incident, Problem, Change and Knowledge Management.


There will be a requirement to rotate through the different disciplines, allowing for a spread of knowledge and for individuals to continually contribute to the improvement of each process.

Team members will act as process consultant to other IT teams, providing process education and advice as required.

Duties

  • Assist with the management and improvement of Information Technology Infrastructure Library (ITIL) processes within the Service Delivery teams
  • Assist with setting priorities for the work area, maintain team cohesion, and ensure quality of outputs
  • Drive Continuous Improvement, promote best practice, build strong partnerships, and facilitate timely communication
  • Contribute to the development of team objectives for short term tasks and strategic planning for longerterm initiatives
  • Perform research and analysis to make decisions that involve complex or escalated issues, longerterm planning and liaison with other sections on policy, project or operational issues

Required experience/skills

  • Communicate with maturity, discretion and influence when dealing with clients and stakeholders
  • Contribute and promote a customer focused culture within the team
  • Contribute and be focused on continual service improvement

Desirable experience/skills

  • Knowledge of the Information Technology Infrastructure Library (ITIL) practices
  • Exposure to IT Service Management (ITSM) principles, methodologies and procedures
  • A service management attitude, with commitment to quality standards and continuous improvement
  • Analytical skills and a structured, methodical approach
  • Evidence of the ability to manage complex issues with IT services
**Lisa Whitehorn



APS

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