IT Service Management Support Officer, Aps Level 4

2 weeks ago

Canberra, ACT, Australia Department of Industry, Science, Energy & Resources Full time
Canberra

  • Applications close 15 May 2024

About the Department:

The Department of Industry, Science and Resources and our broader portfolio are integral to the Australian Government's economic agenda.

Our purpose is to help the government build a better future for all Australians through enabling a productive, resilient and sustainable economy, enriched by science and technology.


We do this by:

  • Growing innovative & competitive businesses, industries and regions
  • Investing in science and technology
  • Strengthening the resources sector.
The APS and the department offer a clear direction and meaningful work.

You will be able to create positive impact in people's lives whilst contributing to improved outcomes for Australia and our people.


If you would like to feel a strong connection to your work and you are accountable, committed and open to change, join us in shaping Australia's future.


Please see the APSC's APS Employee Value Proposition for more information on the benefits and value of employment within the APS.


About the division:


The Chief Information Officer Division (CIO Division) is an exciting, fast-paced division that drives the digital agenda for the Department of Industry, Science and Resources.

Leading the delivery of the department's digital offerings, the CIO Division partners with business areas and stakeholders to:

  • Realise the digital policy objectives of the Department
  • Define the Departments digital landscape
  • Drive the innovation and transformation of its IT services


The ICT Operations Branch provides high quality ICT support and underpinning infrastructure services to the department, ensuring all staff in the department have access to stable and secure technology.


The opportunity:

This position is in the ICT Service Management team of the ICT Operations Branch.

The ICT Service Management team is responsible for various Service Management functions across the Chief Information Officer Division, including Major Incident, Problem, Continuity, Change and Transition Management.


Our work seeks to ensure a coordinated and risk managed approach which maximises ICT environment availability, ensures due diligence and enables technical delivery.


The team is a cross functional team which is responsible for managing ICT Service Management policy, process and operational activities, with a specific focus on Change, Incident and Continuity Management.

We are seeking an APS4 Support Officer to assist Senior Service Management Support staff across a number of these functions.


What's in it for you?:

This role will give you the opportunity to:

  • Work within highly effective and dynamic teams which are engaged, positive and provide a supportive work environment.
  • Gain insights into the department's service management practices and exposure to activities across the ICT environment.
  • Experience supporting the department's systems and infrastructure.
  • Deliver critical support functions.
  • Access to genuine development opportunities.
  • Exposure to divisions across the department.
  • Stakeholder engagement opportunities with senior Executive.
  • Has an understanding of ITIL practices, or be willing to quickly learn.
  • Demonstrates experience in providing ICT support and coordination.
  • Contributes to work area improvements.
  • Is highly motivated, organised, has time management skills and strong attention to detail.
  • Demonstrates sound judgement and problem solving abilities.
  • Has an ability to work independently as well as part of a team.
  • Has a strong ability and willingness to adapt to change and deal with competing deadlines.
  • Has excellent communication, interpersonal and customer service skills.
  • Shows initiative and use their experience and knowledge to perform the duties of the position to a high standard.

What you will do:

In accordance with the APSC Work Level Standards at the APS4 Level, you will:

  • Support and coordinate IT Service Management processes, engaging with stakeholders to ensure appropriate checks and balances, gather information and contribute to the resolution of major incidents.
  • Represent the team in divisional and Change Advisory Board meetings, including running meetings as required.
  • Monitor a range of work queues and inboxes, distributing work, undertaking quality and information checks and resolving queries.
  • Contribute to the development and maintenance of IT Service Management policy, process and practice.
  • Build productive relationships and communicate effectively with stakeholders.
  • Undertake various support, coordination and ad hoc work activities as required.
  • Perform research and analysis activities and report on findings.

Eligibility:

Notes:

ITIL Foundations certification is highly desirable


A merit pool may be established and used to fill future vacancies within 18 months from the date the vacancy was first advertised in the Gazette.

The department does currently offer flexible work opportunitie

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