Ict Operations Officer, Information Services

Location: Barton, ACT

Application Closing Date**:Sunday 27 October by 11:30pm AEDT**

**Classification**

APS Level 6 ($94,715 - $106,438)

**Employment Type**

Ongoing & Non-ongoing (for an initial period of 12 months)

Where a non-ongoing specified term is offered, this would be for an initial period of up to 12 months, with possibility of extension up to a maximum period of two years.

A non-ongoing offer may result in conversion to an ongoing offer of employment, however this must occur within 18 months from the opening date of this advertisement.

**Flexible Work**

At PM&C we recognise the broad benefits of offering flexibility in how, when and where work is performed. We consider flexibility first from a starting position of ‘how can we make this work?’ and consider individual circumstances and operational requirements in making genuine attempts to establish mutually beneficial arrangements. Please reach out to the contact officer if you would like to explore what flexibility might look like for you, such as part time work, variable start and finish times or working from home.

**Who we are**

The ICT Operations team provides first and second level user support for ICT Services and supports the department’s back-end IT processes, infrastructure and networking, which enable the delivery of our services.

The Information Services Division (ISD) is responsible for the secure provision and support of ICT business services across PM&C, our Shared Services agencies and to the Prime Minister and Portfolio Minister Offices’. We are a seeking highly motivated and experienced individuals to join at the APS6 Level.

**What you will do**

The Information, Communication Technology (ICT) Operations Officer will report to the ICT Operations Manager and assist in the leadership and coordination of the IT Service Desk, IT Desktop Support and Departmental Switchboard team.

Some of the duties an ICT Operations Officer include the following:

- Assist leading a team, allocate work, resources and tasks and set work area priorities, develop strategies and evaluate business outcomes.
- Review and recommend continuous improvement strategies to ensure service delivery is optimised.
- Work collaboratively with internal and external stakeholders to meet customer needs and expectations.
- Provide high quality advice and customer service on ICT matters.
- Effectively lead, motivate and influence team resources to simultaneously meet a range of BAU deliverables and new ICT initiatives.
- Respond to general enquires and requests from internal and external stakeholders.
- Contribute and promote a client focused culture within the operational teams.
- Contribute to and drive change to achieve innovation and business improvement strategies for ISB.
- Communicate with influence when dealing with clients and stakeholders.
- Develop and maintain internal and external stakeholder relationships through improved customer engagement and business outreach.
- Support implementation and ongoing maintenance of IT Service Operations processes identified by the Service Management Team.
- Prepare correspondence and documentation suitable for stakeholders, including developing and maintaining process documentation and knowledge articles.

**What you will bring**

Information Services Division is seeking highly motivated individuals at the APS6 level to work in the ICT team.
- Ability to anticipate and respond to client and stakeholders needs and expectations.
- Demonstrated experience leading or working within an ICT operations team.
- Working collaboratively and operating as an effective team member across multiple teams.
- High standard of persuasive oral skills to communicate effectively with a wide range of people including External Service Providers, APS and contracted personnel.
- Tailor communication style and language according to the audience’s level of knowledge, skill and experience to educate, promote and encourage compliant behaviour.
- High level written communication skills to articulate IT fault rectification requirements, complete business mapping activities, report writing, and interpretation of business processes.
- Strong track record of effectively managing scope, risks and issues.
- Proven track record of efficiently prioritising completing tasks and ensure strong outcomes.
- Think analytically and enjoy problem solving.
- Proven ability to handle high-pressure situations and deliver excellent customer service.
- Ability to work effectively within a team environment.
- Commitment to continuous learning and staying updated with ICT trends.

**Eligibility**

**Security Clearance Required**

Negative Vetting Level 1 (Secret)

**How to apply**
- Your resume (maximum three pages)
- A ‘one page pitch’ telling us how your skills, knowledge, experience and qualifications make you the best person for the job and to perform at the relevant classification level.

**Contact Officer