▷ (8/10/2025) ITS Service Delivery Specialist (System Administrator)

Overview

The Service Delivery Specialist (SDS) will apply a range of technical and other skills involving self-directed application of knowledge gained through experience and/or formal studies to successfully carry out the support of services defined in the service catalogue. The SDS will work with the Service Delivery Lead to monitor and manage Service Delivery Services across TCE. The SDS works as the first line of support for service desk operators in the lifecycle of an incident and may be utilised as a project build resource with hands-on knowledge of software installation, hardware installation, and other IT platform builds under guidance.

Key accountabilities

- Execute incident resolution via diagnosis and troubleshooting of technical issues within the incident lifecycle to ensure high standard ITS support to all students and employees
- Assist with monitoring and management of server, software, hardware and services as defined in the service catalogue
- Assist with the creation and maintenance of technical documentation
- Assist with system monitoring and analysis, performance tuning, troubleshooting and escalating issues, including proactive problem resolution
- Provide complex problem analysis to maintain system performance to meet student and employee demand
- Assist with reducing operational risk and improving the availability of the server infrastructure by ensuring system access, monitoring, control, evaluation and documentation practices are maintained and adhered to
- Perform operational procedures to reduce the risk of unplanned outages
- Ensure required controls are adhered to without compromising responsiveness and availability
- Perform service desk functions during times of peak demand or employee leave
- Other duties as reasonably directed by the Service Delivery Lead, ITS
- Demonstrate a strong commitment to the Catholic ethos, values, and mission of Townsville Catholic Education, contributing to spiritual and communal life
- Participate in relevant professional learning and development opportunities to enhance capability and alignment with TCE’s mission and values
- Operate in accordance with all relevant TCE and Diocesan policies, codes of conduct, legislative requirements, and professional standards; maintain confidentiality, empathy, and respect
- Foster a safe and healthy environment by adhering to health and safety protocols, reporting hazards and incidents, participating in risk mitigation, and supporting a culture of safety
- Fulfil legal and moral duty of care by ensuring the safety and wellbeing of all students; comply with mandatory reporting obligations under the Education (General Provisions) Act 2006 and the Child Protection Act 1999 and follow TCE’s Student Protection Processes and Guidelines

About you

Experience & Skills

- At least three years’ experience in ICT roles
- Demonstrable experience in managing IT infrastructure
- Ability to show initiative, solve problems and contribute to process improvement
- Demonstrated ability to work independently and as part of a team
- Knowledge and resilience in managing stressful situations
- Clear understanding of effective conflict resolution skills
- Ability to manage time and competing deadlines in a busy environment
- Knowledge of ITIL v3+ service management processes/practices

Mandatory Criteria

- Tertiary qualifications in a related field or equivalent experience
- Current paid Working with Children Blue Card (or ability to obtain prior to commencement, per No Card, No Start legislation)
- Willingness and capacity to travel within the Diocese, as required
- Physically capable of performing the role safely
- Windows, Hardware, Security, or other certifications highly desirable
- Relevant industry experience in the education sector

Note: Depending on the nature of the role, a pre-employment medical or vaccination may be required.

What we offer

- Modern facilities, equipment and resources
- Access to additional Employer Superannuation Contributions
- Access to long service leave after 7 years of continuous service
- Deferred Salary Scheme
- Access to corporate health schemes
- Access to Employee Assistance Program
- Wellbeing programs and initiatives

How to apply

- Complete the application form
- Upload a cover letter addressing the skills, attributes and experience to support the key accountabilities of the role
- Upload a current resume including contact details of two professional referees

Applications during the shortlisting phase will be kept confidential.

Applications close 3pm Wednesday, 8 October 2025 unless filled prior.

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