IT Incident Management Team Manager

2 months ago

Parramatta, Australia eHealth NSW Full time

**Employment Type**:Permanent Full Time
- **Position Classification**:Health Manager Level 4
- **Remuneration**:$133,671 - $159,929 per annum (plus 10.5% superannuation)
- **Hours Per Week**:38
- **Location**:Jessie Street Centre, Parramatta (with Hybrid working options)
- **Requisition ID**:REQ380269

**About us**

eHealth NSW enables patient-centred care in NSW by providing technology services which connect people, data and systems. We partner with health agencies and the technology sector to provide a digitally enabled and integrated health system for patients, clinicians and the NSW community. Focus areas for eHealth NSW include core clinical systems, infrastructure, security, workforce and business management systems, data and analytics as well as digital innovation.

If you would like to learn more about eHealth NSW, visit our website.

**About the role**

You are an IT Service Management specialist with strong IT Incident Management experience and capabilities. You will have a solid understanding of ITIL (V3 or 4) including leading the establishment, adoption, and continuous improvement of IT Incident Management best practice in a large complex environment. If this sounds like you then we encourage you to apply.

We have the systems and policies in place to support flexible working, which may include a mix of working from home and / or in one of our offices.

Take a look at the POSITION DESCRIPTION for more role information including the selection criteria.

**About you**

The skills and experience we are looking for in you include:

- Experience as an Incident Manager with the ability to lead and improve the incident management practice.
- Manage operationally to the process ensuring non-compliance is managed effectively and efficiently with the necessary management reporting in place.
- Experience as a Major Incident Manager, co-ordinating the response and restoration of service across multiple teams, ensuring timely communications are issues to management and required business stakeholders.
- People leadership experience in IT Service Management or Delivery with strong interpersonal and influencing skills and an ability to manage relationships on multiple levels
- Knowledge of, and experience working with one or more enterprise ITSM tools (such as ServiceNow)
- Motivated by the challenges of owning and driving the sustainability of a high performing function

**Why join eHealth NSW**

People join eHealth for a range of reasons:

- Work towards bettering the lives of patients in NSW
- We are one of the largest technology services organisations in the southern hemisphere and partner with key players in the sector
- We offer a range of formal and informal training programs in both management and technical skills for staff at all levels
- Benefits include flexible work arrangements, well-being programs, a range of paid and unpaid leave, financial salary packaging and annual leave loading

Visit our careers page for more information.

**We are diverse and inclusive**

We are committed to having a workforce that reflects the communities we serve and provide a culturally safe work environment in line with NSW Health’s Diversity, Inclusion and Belonging Statement of Commitment. We actively recruit people from diverse backgrounds to build a supportive and inclusive workplace.

Visit our Diversity and Inclusion page for more information, or contact our Aboriginal Workforce team or our Access and Inclusion team for support.

**How to apply**
- Describe a time when you have implemented or uplifted a process across a large organisation. How did you approach the situation, what challenges did you face and what would you do differently if given the opportunity?
- Operational governance and compliance needs to be set up for Incident Management, can you give a high-level overview of what this should look like?
- Recall a time when you have had to shift work priorities due to an unexpected complex business issue. Describe the situation, what you did and the outcome.
- Provide an example of how you delivered constructive feedback to a staff member? Provide an example illustrating how you linked this feedback to building on the staff member’s strengths and achieving business unit results.

**Applications close**:Monday 6 March 2023 11:59PM

All NSW Health workers are required to have completed a primary course of a COVID-19 vaccine which has been approved or recognised by the Therapeutics Goods Administration (TGA). Additionally, Category A workers are required to receive a booster dose three months after completing the primary course of COVID-19 vaccinations. New applicants must have completed the vaccination course prior to commencement with NSW Health, or provide an approved medical contraindication certificate (IM011 immunisation medical exemption form) certifying the worker cannot have any approved COVID-19 vaccines available in NSW. Acceptable proof of vaccination is the Australian Immunisation Register (AI

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