Ict Service Management

EMPLOYMENT TYPE - Ongoing Full time

LOCATION - ACT

AFP BAND & SALARY - Band 06, $102,927.00 - $113,563.00

JOB REFERENCE NUMBER - 12883

This advertisement is to fill current vacancies and create a merit pool for future ongoing or non-ongoing vacancies arising over the next 12 months.

Did you know?

The mission of the Australian Federal Police is to provide dynamic and effective law enforcement to the people of Australia. It provides policing throughout Australia in relation to the prevention and detection of crimes against the Commonwealth, its laws and integrity, and community police services to the Community of the ACT.

Working for the AFP provides you with a diverse and rewarding career. Whether you immerse yourself in a position on the frontline, or provide critical operational or professional support, the work you do makes a big impact on the people of Australia.

We recognise your contribution to our workforce and offer generous remuneration and conditions including:
Six weeks (30 days) of paid annual leave per year + additional paid Christmas stand down
4 extra mandatory leave rest days per year
18 days of paid personal leave per year
Generous superannuation of 15.4%
16 weeks of paid maternity leave (after 12 months of service) + an additional 36 weeks of maternity leave without pay
Generous salaries and incremental salary progression governed by the AFP Enterprise Agreement
Flexible and hybrid working arrangement that provides work/life balance
Health & wellbeing services - with a focus on early intervention, education and prevention
Access to ongoing training and professional development opportunities
What is the role?

Service Management refers to all the activities involved in designing, creating, delivering, supporting and managing the life cycle of IT Services. There are a number of established frameworks that provide best practices for those activities. The AFP uses ITIL as its’ preferred Service Management process framework and ServiceNow as its’ service management tool.

You will also be required to contribute to the achievement of outcomes in accordance with the regulatory framework, the AFP Code of Conduct and the AFP Governance Instruments. It is expected that the successful applicant will deliver on the core responsibilities and meet any requirements of the position as outlined below.

What will you do?

Provide general administration support to process activities.
Assist with the development of Service Management policies, procedures, processes and Work Instructions.
Contribute to the implementation of Service Management and End User Support improvement initiatives (Continued Service Improvement - CSI).
Assist with the development of training modules.
Facilitate and deliver process focused group and individual training.
At every opportunity promote Service Management to the rest of the AFP.

We are looking for people who can demonstrate the following qualities and skills:
Strong communication and networking skills to assist in gaining the confidence of, and influencing strong stakeholder partnerships.
Ability to work well under pressure and be confident in seeking advice from your peers to assist with decision making.
As the team continues to mature processes and influence culture, it is imperative that you can identify opportunities and inform priorities, as well as become knowledgeable on new disciplines quickly.
Confidence in engaging stakeholders through presentations, training delivery and in other group settings.
Open to mentorship to assist you with the development of your skills.
Essential Requirements
A Negative Vetting 1 (Secret) security clearance or the ability to obtain one.
Customer-centric mindset with excellent communication, negotiation, and problem-solving skills.
Delivery of training or experience with group engagements will be highly regarded.
Desirable Requirements
ITIL V4 Foundation Certificate or appropriate experience with process implementation is beneficial.
Experience and/or knowledge of service delivery processes, methodologies, and tools.
Additional Information
The Service Management Team are mainly located in ACT, as this position is expected to require mentorship the position will be based in Canberra. Interstate applicants willing to relocate will be considered however please note that the AFP will not cover relocation costs.
Due to the competitive nature of this process, feedback will only be provided to those applicants who attend a formal interview.
Selection Criteria
Achieve results
Communicates with influence
Contributes to strategic thinking
Cultivates productive working relationships
Shows personal drive and integrity
Application

Resume/CV - This will form the basis for determining your suitability against the position requirements and give the panel a clear outline of your current knowledge and qualifications along with previous experiences. Please include your work history, responsibilities and achievements.
Applicant pitch (maximum two