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Service Management Officer

2 months ago

Canberra, Australia Indigenous Business Australia Full time

**Title**:Service Management Officer **Position no**:7033

**Level**:IBA Level 5 ($96,194 - $106,650) **Last updated**:July 2023

**Location**:Canberra **Term**:Ongoing

**Program**:Information & Technology

**Section**:Information & Technology

**Context**:
Indigenous Business Australia, partners and invests with Aboriginal and Torres Strait Islander
people who want to own their future. We go further than provide money; we invest in people, places
and ideas that are ready. We help make them real. We’re deeply invested in the financial success
and economic independence of Indigenous Australians. It’s why we exist.

We provide a range of services for Indigenous Australians to create wealth and accumulate assets,
take up investment opportunities, create business enterprises that provide additional employment
focus, and by building mutually respectful and productive partnerships with Indigenous Australians,
government, non-government and private sector organisations.

Our staff are invested, informed, responsive, respectful and connected.

The Information Technology section is responsible for the ongoing operations of IBA’s ICT
services, including strategy and innovation, delivery and management of Cloud, infrastructure and
network services and end user services. We have a strong commitment to customer service and
are committed to continuously improving IBA’s customers’ online experience, ensure the IT
suite of tools to deliver products and services more efficiently.

**Role**:
The Service Management Officer role reports to the Senior Manager of ICT Operations.

The role is responsible for the Service Management practices driving continuous improvements
within the delivery of ICT Services and upskilling of its team members.

**Duties**:

- Level 2/3 Incident, problem and change management within a multi-vendor environment.
- Management of service provider vendor.
- Management and administration of the ITSM tool (ServiceNow).
- Assist in the management of Service Desk and desktop support outcomes.
- Change Manager ICT. Facilitate & manage change meetings.
- Service Catalogue definition and management.
- Other duties as required.

**iba** **.gov.au**
**1800 107 107**

**Required capabilities**

Knowledge and experience:

- Experience working within an ITIL environment.
- Demonstrated experience working with outsourced vendors.
- Ability to develop and maintain productive internal and external relationship.

Skills and attributes:

- Strong customer service focus.
- Outstanding communication skills.
- Demonstrated strong organisational skills, including the ability to manage multiple priorities.

Prerequisite requirements
- ITIL V3 Foundations or higher desirable.- About Us - Our Values
- About Us - Working at IBA
- About Us - News and Publications - Annual Reports

mail to: IBA Recruitment, PO Box 650, Fyshwick ACT 2609
- Application Coversheet
- Resume
- Maximum 800 words addressing the required capabilities

website or sent directly to the enquiry officer will not be accepted.

Closing date: 25 July 2023

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