APS6 - IT Technical Level 3 Service Support, ICT Operations

Requisition ID 46578 - Posted - $95,501 - $114,201 - Location of Position (1) - Ongoing - Full Time

APS6 - IT Technical Level 3 Service Support, ICT Operations

Title: APS6 - IT Technical Level 3 Service Support, ICT Operations

Classification(s):

Employment Type: Ongoing, Full Time

Business Division: Information Technology

Branch / Section: ICT Operations, Business Improvement

Location: Due to operational requirements, this role is Canberra specific. While the successful candidate is unable to be engaged remotely on a permanent basis, we support flexible and home work arrangements.

Security Clearance: Baseline Vetting

Job Reference No: 46578

Contact Officer: Paul Warren on 02 6136 6141 or paul.warren@infrastructure.gov.au

Closing Date: 11.59pm AEDT, Monday 31 March 2025

Organised within the Chief Operating Officer Group within the department, Information Technology (IT) Division's purpose is to connect people and technology, empowering the department to excel.

IT Division is responsible for the consolidated provision and support of stable and secure IT Systems, applications, and services to all department users across all States and Territories, including our Indian Ocean Territories and Norfolk Island, as well as supporting seven Ministerial offices, six Groups, and coordination with portfolio entities.

The division provides the digital collaboration and communications tools necessary to connect a geographically dispersed workforce and to optimise hybrid working arrangements. We manage industry and public facing digital systems, deliver desktop services to over 2,200 staff, support over 30 office locations across Australia and oversee the department's cyber security capability.

The advertised position is for a new role within the ICT Operations team and will be responsible for supporting the BAU team to provision complex ICT Services within an integrated workforce.

We are looking for motivated, innovative and driven team member who will take a hands-on approach to the delivery of services within ICT Operations and work independently with the opportunity for reasonable autonomy and accountability for the achievement of outcomes.

Your key responsibilities will include:

• Collaborate with key stakeholders to standardise IT service management processes in an ITIL-based environment across the Division. This will include the generation, maintenance and integrity of appropriate records and documentation, educating IT Operations staff and managers with regards to approved ITSM processes as well as monitor and reporting against agreed outcomes.
• Gather, collate and deliver key metrics, reporting and/or dashboards to provide insights into IT Operations BAU deliverables and performance. This may include:
• Incident, Problem and Service Request Ticket analysis
• Vendor Portal and Contract Service Level Agreement (SLA) Management
• Active manage ICT Service Contracts whilst fostering positive working relationships and collaboration with and between all service partners to support effective delivery of IT Services within a multi-vendor integrated environment
• Coordination and prioritisation of daily activities, workflows and assist in the escalation of complex incident and/or support requests to ensure they are resolved efficiently and appropriately
• Contribute to process improvement initiatives

The successful candidate for this position will be able to demonstrate their capability against the APS6 Work level standards.

To be successful in this role, you will need to demonstrate:

Experience in Service Management and how this supports business in a multi-vendor integrated environment.

Knowledge of ICT terminology.

Achieve results and quality outcomes by showing initiative and leadership, working in a small team.

Delivering multiple activities at any given time, often within tight timeframes.

Communicate effectively both written and verbal, delivering information in a variety of formats for a range of audiences.

Collaborate across diverse teams, using your exceptional interpersonal and engagement skills to engage with senior leaders and a wide variety of stakeholders, valuing different perspectives, contributions and backgrounds.

Have a growth mindset with a willingness to continue to learn, develop, and foster an environment for team members to do the same.

Contract management, some technical ICT knowledge, project management, procurement and/or financial management skills would be beneficial.

We encourage candidates from diverse backgrounds and experiences to apply.

Minimum requirements for this role include:

Experience in Service Management and how this supports business in a multi-vendor integrated environment.

Excellent written and interpersonal communication skills, including strong attention to detail.

Ability to provide timely and concise advice to inform and support executive decision making.

Ability to establish and maintain key strategic relationships with a broad range of stakeholders.

RecruitAbility is a scheme which aims to attract and develop applicants with disability and also facilitate cultural changes in selection panels and agency recruitment.

Job applicants with disability who met the requirements are advanced to the next stage of the selection process:

Opt into the scheme

Declare they have a disability, and

Meet the minimum requirements of a vacancy advertised in the scheme.

Employment with the Department of Infrastructure, Transport, Regional Development, Communications and the Arts is subject to conditions prescribed within the Public Service Act 1999 including:

Citizenship: candidates must be an Australian citizen at the time of submitting your application.

Health Assessment: The preferred applicant may be required to undergo a medical examination conducted by the department's preferred medical provider.

Security Clearance: The successful candidate must be able to obtain and/or maintain a security clearance at Baseline Level. You must be willing to disclose all relevant and required information. You must have lived in Australia, or have a checkable background, for at least the preceding five years for Baseline Vetting clearances. More information on the security clearance vetting process is available on the Australian Government Security Vetting Agency (AGSVA) website.

A selection panel will be established to assess your suitability against the advertised role.
If a merit pool is established it will be valid for 18 months from date it first appeared in the APS Gazette.

Applications open: 17 March 2025
Applications close: 31 March 2025
Application shortlisting: 2 April 2025
Further assessments: 9 April 2025
Selection report finalised: 28 April 2025
Offers and announcements: 30 April 2025

The above is indicative only, please reach out to the contact person if you have any questions on the recruitment process or timeframes.
Your application will be assessed against the requirements of the job and the Work level standards. Once the entire applicant pool has been assessed, the panel will create a shortlist of applicants. If your application is shortlisted, you may be asked to undertake further assessment, this may include work sample testing, interviews, and reference checks.

Applications for this opportunity close at 11.59pm AEDT, Monday 31 March 2025.

In applying for this position, you are not required to address individual selection criteria. Rather, you should provide a statement in PDF format of no more than 2 (two) pages outlining your background, capabilities and experiences, and how these align with the advertised role. You should also provide a tailored CV, no more than 2 (two) pages. The capabilities and behaviours required to be successful for this role are identified in the 'Who are we looking for' section.

Your application should be received through the department's online recruitment system. Applications via Indeed will not be accepted.

If you experience any issues with the system please contact the recruitment team on 02 6136 8989 or via email at recruitment@infrastructure.gov.au to discuss an alternative way to submit your application.

Please advise the contact officer if you require reasonable adjustments throughout the recruitment process. The department is committed to the accessibility of our systems. If you identify as someone with disability and you require accessibility assistance or more information, please email DiversityandInclusion@infrastructure.gov.au