Aps6 Incident Management Support Officer

APS Level 6
- Canberra, ACT; Sydney, NSW; Brisbane, QLD; Melbourne, VIC.
- $101,833 - $111,979

**About the Department of Employment and Workplace Relations**
We are committed to empowering futures, ensuring rights and enriching lives. We support people to have safe, secure and well-paid work with the skills for a sustainable future as we ourselves strive to be a model employer.

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.

With us 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.

**Please note, this opportunity is for Ongoing APS employees only.**

**Please discuss the possibility of release with your manager before applying.**

**The Role**

You will work as part of a team delivering IT Service Management (ITSM). Your role as a senior Incident Management Support Officer is to create, manage, and follow the 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.

You will work on highly complex issues. You will manage the day-to-day tasks of junior staff to ensure compliance with quality and timeframe Service Level Agreements are being met. You will be expected to work under general direction, and you will be expected to mentor and coach junior staff.

Responsibilities of the APS6 Level may include:

- Receive and record incident reports, prioritising based on impact and urgency.
- Investigate and diagnose technical issues, resolving them within agreed service levels.
- Escalate complex incidents and engage with specialized teams when necessary.
- Monitor incident trends and work with Problem Management on proactive measures to reduce recurrence.
- Communicate incident status and resolutions clearly and professionally.
- Manage the day-to-day workloads of yourself and others in your team.
- Ensure your team produces high quality work.
- Coach and mentor junior staff.

**Skills and Capabilities**
We are seeking an individual with the following skills and capabilities:
Mandatory
- Experience in IT system development or support.
- Experience in mentoring and coaching team members.
- The ability to multitask and to 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
- Experience with IT service management tools (e.g., ServiceNow, DevOps).
- Experience with SQL.

**The Opportunity**
This position is available to Ongoing APS employees as a temporary transfer at level and/or a temporary performance (Acting) opportunity for a period of 12 months.

**Eligibility**

**How to Apply**
Applicants are required to provide up to a one-page summary (no more than 500 words) that outlines skills, knowledge, and experience and why you should be considered for this vacancy. You should take into consideration the position overview (including any detailed position specific requirements) when drafting your response. Where possible include specific relevant examples of your work.

The APS work level standards accommodate the diversity of roles across the APS and are structured to clearly differentiate between the work expected (i.e. responsibilities and duties) at each classification level.

In eRecruit (the department’s online recruitment system) you will also need to:

- upload a Curriculum Vitae
- provide contact details for 2 Referees.

LI-DNI