Senior System Support Specialist

7 days ago

Canberra, ACT, Australia beBeeTechnical Full time $101,833 - $111,979
IT Service Management Support Role

Our organisation is committed to empowering future success, ensuring rights and enriching lives. We support individuals to have safe, secure and well-paid work with the skills for a sustainable future.

We provide the framework for fair and productive relationships between employers and employees. We also oversee skills development and training initiatives to support those entering the workforce or re-training to take advantage of emerging employment opportunities.

Working in this role means that your work directly contributes to shaping the employment landscape. Whether you're engaging in policy development, program implementation, or direct support services, your efforts will have a tangible impact on job seekers, employees and the economy by giving them a framework to build a future anchored and realised through employment.

The IT Service Management (ITSM) Role

As a senior IT Service Management Support Officer, you will create, manage and follow defined service management processes to restore system services effectively and efficiently. You will work closely with staff performing other ITSM processes including Service Desk, Request Management and Problem Management.

Key responsibilities include:

  • Receiving and recording incident reports, prioritising based on impact and urgency
  • Investigating and diagnosing technical issues, resolving them within agreed service levels
  • Escalating complex incidents and engaging with specialist teams when necessary
  • Monitoring incident trends and working with Problem Management on proactive measures to reduce recurrence
  • Communicating incident status and resolutions clearly and professionally
  • Managing day-to-day workloads and ensuring high-quality work from yourself and others
  • Coaching and mentoring junior staff

Skill Requirements

We seek an individual with the following skills and qualifications:

  • Experience in IT system development or support
  • Experience in mentoring and coaching team members
  • The ability to multitask and remain calm under pressure
  • The ability to approach issues methodically
  • The ability to solve problems
  • The ability to communicate technical issues to technical and non-technical audiences

Desirable Skills

  • Experience with IT service management tools such as ServiceNow or DevOps
  • Experience with SQL

This role offers a temporary transfer opportunity available to Ongoing APS employees at level and/or a temporary performance (Acting) opportunity for a period of 12 months.

Applicants must provide up to a one-page summary outlining skills, knowledge, experience and why they should be considered for this vacancy. The summary should include specific relevant examples of work where possible.

Eligible applicants will also need to upload a Curriculum Vitae and provide contact details for two referees in eRecruit, our online recruitment system.

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