Service Administrator

Division: Information and Technology
- Location: Parramatta, NSW, AU, 2150
- Req ID: 74432

**Service Administrator, Offender Digital Services**
- **Location - Parramatta CBD - Flexible work options available in line with the Flexible Work Framework.**:

- **Employment type - Temporary, full-time opportunity up to 12 months with the possibility of transitioning to an ongoing ro**le**:

- **A talent pool will be created for future ongoing and temporary vacancies**:

- **Grade - Clerk Grade 7/8**:

- **Salary - $110,266 pa - $122,058 pa plus employer contribution to superannuation and annual leave loading**:

- **Diverse and Inclusive organisation with generous leave entitlements including flex leave and access to Fitness Passport**

**Your role**

You will be joining a team that is collaborative, results driven, dynamic, highly engaged and committed to customer service. The ODS Service Administrator is responsible for managing incidents and requests escalated by the business to provide a high level of customer service to the users. The role is required to develop a detailed understanding of the ODS products and liaise with business representatives for issue triage and resolution.

**What you’ll do**
- Assign incidents and service requests to support staff within assigned area of responsibility, balancing work allocation in accordance with priority and urgency, including monitoring service delivery performance metrics to ensure resolution within agreed Service Level Agreements (SLAs) and liaise with stakeholders and customers to ensure that SLAs are not breached.
- Undertake complex incident restoration and initiate problem management processes to identify root cause of service failures. Implement remedies and/or preventative measures to resolve service issues and maximise service availability.
- Ensure system access rights and privileges are reviewed regularly for assigned systems and compliance evidence documented. Investigate identified security breaches in accordance with established procedures and recommend preventive actions.
- Develop, review, and maintain support documentation to assist others in restoring services and reduce the impact of unplanned outages and promote and ensure the use of agreed upon methods, tools and reference material to drive efficiency and consistency within the team.
- Manage set-up activities for large-scale or complex configuration changes or deployments to the organisation’s information systems to comply with operational requirements.
- Contribute to the design, implementation and promotion of agreed methods, tools, processes and reference material to identify, analyse and facilitate improvements drive efficiency and consistency within the team, and workflows are aligned with the overall business unit requirements and the Department’s operational plans.
- Identify and address potential systemic issues and themes by analysing data collated to provide input into changes to relevant procedure and/or policy.
- Liaise and work across DCJ Divisions and non-government stakeholders to ensure effective interface between program development, planning, service design and policy implementation.

**Key Challenges**
- Balancing multiple high priority demands between Business As Usual workload and staff assignment request for priority projects that require environment knowledge.
- Building stakeholder understanding of new tools and processes and their significance to improving operations.

**What we’re looking for**

We’re looking for someone who:

- Is ready to join a team that values teamwork, trust, collaboration, continuous improvement, idea generation and recognition of achievements.
- Enjoys meeting new people and learning about their business, technologies, and processes.
- Listens to customers to understand what they need from technology.
- Is comfortable working in an environment where there is a wide (and increasing) variety and scale of work.
- Is a positive, critical thinker with a “can-do” attitude coupled with attention to detail and can deliver high quality outputs.
- Excellent problem-solving skills to address and prevent service issues.
- Ability to balance competing priorities.
- Strong communication and stakeholder management skills
- A commitment to continuous improvement and team development.

Download the role description.

**What We Offer**

We offer a variety of benefits, including:

- A challenging and rewarding career
- Flexible, autonomous work environment
- Competitive pay and conditions
- Training and development opportunities to build and maintain capabilities
- Health & Wellbeing and Employee Assistance Programs.

Want more information? Visit our website to see more information on Working for us.

**We do work that really matters**

Working for the Department of Communities and Justice (DCJ) provides lots of opportunities to make a real difference. We collaborate with other agencies and community partners, to improve lives and realise the potential of childr