IT Incident

Join to apply for the IT Incident & Problem Coordinator role at Federal Court of Australia

Join to apply for the IT Incident & Problem Coordinator role at Federal Court of Australia

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Federal Court of Australia provided pay range

This range is provided by Federal Court of Australia. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

A$94,563.00/yr - A$105,910.00/yr

This position can be based in Adelaide, Brisbane, Canberra, Hobart, Melbourne, Perth or Sydney.

Position Overview

The IT Incident & Problem Coordinator manages the functions and processes to restore normal service operations as quickly as possible to minimise business impact during service outages. In addition, the primary objective of this role is to prevent/minimize incidents from happening through proactive problem management and use of data collected by other IT Service Management processes to identify trends or significant problems.

This role manages the processes to identify the root cause of outage, incidents and problems, develop solutions and/or authorised workarounds intended to alleviate the recurrence of known incidents and problems and/or minimize recurrence impact.

As a process co-ordinator for both these functions, you will drive the ongoing incident and problem coordination, triage, action and manage technology problems through their lifecycle, produce various incident/problem reports, perform stakeholder management, and assist in driving continuous improvement activities. The IT Incident & Problem Coordinator will support and report to the IT Service, Incident and Governance Manager and provide Change Management Support. This can include assisting in managing IT change processes, ensuring quality outcomes and procedural compliance, adjusting changes as needed and seeking stakeholder feedback to measure satisfaction.

This position requires experience and understanding of the incident and problem management processes, and a technical ability to understand complex problems while interacting with internal and external technical teams and communicating effectively with stakeholders. The role must effectively communicate with the IT Service Desk, IT Infrastructure and IT Court Apps & Data teams, ensuring accurate information gathering during problems, high priority incidents, process changes, and implementation of resolutions. The position holder must also have a customer focus, excellent communication abilities and interpersonal skills, supported by a demonstrated working knowledge of the courts, tribunal, and corporate services operations.

Duties and Responsibilities

Priority incident management for priority 1 and 2 incidents to restore normal service operations as quickly as possible to minimise business impact during service outages. This includes:

• Managing priority incidents throughout the incident lifecycle
• Working closely with internal technology teams and partners,
• Utilising tools and providing advice in priority incident team and post incident review meetings
• Driving multi-vendor service providers to identify root causes including well defined corrective/preventative action plans.

Additionally:

• Problem Management. Minimizing the adverse impact of incidents by using reactive and proactive processes and approaches to manage the lifecycle of problem records.
• Effectively facilitate high priority incident and problem meetings, ensuring clear communication, structured discussion, strong written skills and productive outcomes among diverse stakeholders within the organisation.
• Contribute to process improvement initiatives by supporting the development of written communications, methods, procedures, metrics, documenting processes and solutions for both customers and IT Support staff to enhance incident and problem resolution.
• Support the effective management of the IT change process. This can include assisting in managing IT change processes, ensuring quality outcomes and procedural compliance, adjusting changes as needed and seeking stakeholder feedback to measure satisfaction.

Competencies and Attributes

The IT Incident & Problem Coordinator must be able foster relationships with various stakeholders including the IT Service Desk, IT Infrastructure and IT Court Apps & Data teams to analyse and resolve problems and priority incidents effectively. Providing these services requires sound technical skills, documentation, ability to understand issues and knowledge in IT Incident and Problem Management, IT policies, and the Federal Courts operation.

A positive attitude is required and the ability to demonstrate initiative and be responsible for resolving and documenting high priority incidents and ongoing problems. You must effectively handle pressure situations, possess facilitation and written skills and communicate clearly with all clients, including Judges and Executives. Ideally, having worked and/or lead a team with team members geographically dispersed with experience supporting clients, both remotely and in-person.

Formal Qualifications

This role encompasses primarily the need for experience and skills in Incident and Problem Management.

It is essential to hold a minimum of ITIL Foundations certification. Additional IT qualifications in ITIL Service Management or related IT Service Practice Management areas will be well regarded.

Special Requirements

The IT department operates nationally, and applicants from any location are welcome to apply. However, a successful candidate will be required to work standard hours aligned with AEST/AEDT.

Please note that on occasion, priority incidents may require work outside of these standard hours.

Selection Criteria

• Demonstrated experience and knowledge in Incident and priority incident management to minimise business impact during service outages. Experience in an ICT Support role will be well regarded.
• Experience and knowledge in Problem Management. Demonstrating the use of reactive and proactive processes and approaches to managing the lifecycle of problem records.
• Produce appropriate and relevant documentation, email communications, meeting materials and reports in conjunction with Incident and Problem management.
• Demonstrated ability to effectively facilitate meetings, ensuring clear communication, structured discussion, and productive outcomes among diverse stakeholders. As well as the proven high level analytical and problem-solving skills.
• Demonstrated ability to work both autonomously and as a member of a geographically dispersed team. This includes the ability to perform well under pressure, manage competing priorities, meeting deadlines, and contributing to team goals and resources.

Applications close on Sunday 31 August 2025 at 11:30 pm (AEST).

Contact Officer

For more information, please contact Stephanie Ray, IT Service, Incident & Governance Manager, by email: stephanie.ray@fedcourt.gov.au or phone: (02) 6113 9333

How to apply

To apply, please complete the application form on the Court's careers portal.

As part of your application, you will be required to submit a written response to the selection criteria listed in the position description (maximum word limit 1500). Please ensure this document is attached before submitting your application

If you have any technical issues with applying, please email recruitment@fedcourt.gov.au

Employment with the Court is subject to the conditions prescribed in the Public Service Act 1999, and the following:

• Australian citizenship – the successful applicant must hold Australian citizenship.
• Security and character clearance – the successful applicant must satisfy a Police Records Check and may also be required to complete security clearances during the court of their employment.
• Health clearance – the successful applicant may be required to complete a health declaration or attend a medical assessment to confirm their fitness for duty.

Interested candidates who have received a redundancy benefit from an APS agency are welcome to apply but note that they cannot be engaged until their redundancy benefit period has expired.

Diversity and Inclusion

Federal Court Australia is committed to supporting an inclusive and diverse workforce and welcomes and encourages applications from People with Disability.

First Nations peoples, LGBTIQA+ people, people from Culturally and Linguistically Diverse backgrounds, Mature age workers, as well as young workers and supporting an inter-generational workforce and supporting gender equity and families.

Federal Court Australia will provide reasonable adjustments for candidates to participate equitably in the recruitment process and discuss workplace adjustments to fulfil the inherent requirements of the role.

RecruitAbility applies to this vacancy. Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have a disability; and meet the minimum requirements for the job. For more information visit: https://www.apsc.gov.au/recruitability

Aboriginal and Torres Strait Islander people are strongly encouraged to apply.

Seniority level

• Seniority levelNot Applicable

Employment type

• Employment typeFull-time

Job function

• Job functionInformation Technology and Other
• IndustriesAdministration of Justice, Legal Services, and Courts of Law

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