Aps 5 Ict Support Officer

3 months ago

Brisbane, Australia Department of Veterans' Affairs Full time

Salary Range: $88,923 - $92,670 + Attractive Superannuation

The ICT Operations and Support Section, part of the ICT Delivery Branch under the Technology and Finance Division, delivers ICT support to the DVA business, providing a link to the ICT Shared Services delivered by Services Australia. The section provides coordination, support and resolution for DVA staff when dealing with ICT related incidents and issues, projects and equipment requirements.

The APS5 Support Officer will be part of the Incident Management and Tier 2 team. The incident management team is the key point of contact within DVA for the delivery of services via the ICT Shared Services agreement between Services Australia and DVA. This team coordinates the provision of incident monitoring and resolution facilitation, change control coordination and associated administrative responsibilities.

**Duties**
- Record communications with clients in accordance with DVA record keeping requirements and escalate to the appropriate business area when necessary
- Work collaboratively with business and with our ICT Shared Services Provider to support the investigation and resolution of client issues and requests in a timely manner
- Establish and maintain positive relationships between business and our ICT Shared Services Provider, through polite, supportive, client sensitive, and accurate communication
- Build effective working relationships within the veteran community and representatives from business areas within DVA
- Assist in building team members knowledge base/capability and provide advice, guidance and support to team members, other colleagues and management across a geographically dispersed team
- Collaborate with colleagues to determine any process that require improvement or can be handled more efficiently, and ensure documentation and procedures are created or updated as required
- Maintain and track breaches for legal and audit requirements ensuring client data and information is dealt with sensitively
- Investigate and triage technical issues to our DVA Support teams and ICT teams within our Shared Services Provider

**Eligibility**
- Under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the Australian Public Service (APS).
- All applicants external to DVA offered employment will be required to successfully undergo a pre-engagement screening check, even if they have a security clearance. The screening check is conducted in accordance with the Australian Government Protective Security Policy Framework requirements.

**Notes**

Where a non-ongoing position is offered, the role will be filled for an initial specified term of up to18 months.

A merit pool of suitable applicants may be created which may be used to fill future ongoing and non-ongoing vacancies should they become available over the next 18 months.

DVA is committed to improving the data skills and capability of our workforce to underpin our goal of becoming a leading data-driven organisation.

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