Ict Service Delivery Support Officer, Information

3 months ago

Canberra, Australia Australian Government Full time

Location: Barton, ACT

Application Closing Date: Sunday,13 October 2024 **by 11:30pm AEDT**

**Classification**

APS Level 6 ($94,715 - $106,438)

**Employment Type**

Ongoing and non-ongoing (for an initial period of up to 12 months)

Where a non-ongoing specified term is offered, this would be for an initial period of up to 12 months, with possibility of extension up to a maximum period of two years.

A non-ongoing offer may result in conversion to an ongoing offer of employment, however this must occur within 18 months from the opening date of this advertisement.

**Flexible Work**

At PM&C we recognise the broad benefits of offering flexibility in how, when and where work is performed. We consider flexibility first from a starting position of ‘how can we make this work?’ and consider individual circumstances and operational requirements in making genuine attempts to establish mutually beneficial arrangements. Please reach out to the contact officer if you would like to explore what flexibility might look like for you, such as part time work, variable start and finish times or working from home.

**Who we are**

The IT Service Management (ITSM) team are responsible for ensuring that all teams involved in the support of technology at Prime Minister and Cabinet (PM&C) are empowered using the ITIL framework to deliver customer focused, trusted and reliable ICT services.

**What you will do**

The ICT Service Delivery Support Officer plays a critical role in supporting the Assistant Director of ITSM in driving the effective execution and governance of IT Service Management processes. This role focuses on supporting key areas such as Incident Management, Problem Management, Change Management, Knowledge Management and Continuous Service Improvement (CSI). The officer will ensure that the service delivery is efficient, compliant with governance standards, and aligned with the Branch strategy and business needs.

Key responsibilities:

- Assist in managing and refining ITSM processes, ensuring alignment with industry standards and organisational policies.
- Support governance frameworks for Incident, Problem, Change, Knowledge Management, and Continuous Service Improvement (CSI).
- Help track and resolve incidents and problems, collaborating with technical teams to identify root causes and implement preventive measures. Ensure accurate documentation and reporting.
- Coordinate Change Requests, support Change Advisory Board (CAB) meetings and monitor change outcomes to ensure successful implementation and stakeholder communication.
- Maintain the Knowledge Management database, ensuring information is up-to-date and accessible, while contributing to process improvements and knowledge-sharing practices.
- Assist in identifying service improvement opportunities and support the implementation of CSI initiatives through data analysis and reporting.
- Work with internal teams to ensure smooth service delivery. Communicate service updates, changes, and improvements to key stakeholders.
- Support the Assistant Director in implementing ITSM strategic goals, ensuring alignment between service delivery and broader organisational objectives.
- Prepare and maintain reports on ITSM activities, documenting processes, incidents, and change management outcomes.
- Other Duties as requested.

**What you will bring**
- Knowledge of the Information Technology Infrastructure Library (ITIL) practices
- Exposure to IT Service Management (ITSM) principles, methodologies and procedures
- A service management attitude, with commitment to quality standards and continuous improvement
- Attention to detail with strong analytical and reporting skills.
- Evidence of the ability to manage complex issues with IT services
- Experience working in an IT operational environment
- Excellent communication and interpersonal skills to engage with technical and non-technical stakeholders
- An ability to work collaboratively within a team and across departments

**Eligibility**

**Security Clearance Required**

Negative Vetting Level 1 (Secret)

**How to apply**
- Your resume (maximum three pages)
- A ‘one page pitch’ telling us how your skills, knowledge, experience and qualifications make you the best person for the job and to perform at the relevant classification level.

**Contact Officer

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