Aps Level 5

2 weeks ago

Woden, Australia Australian Government - Department of Health Full time

APS Level 5
- $79,002 - $85,437
- Woden, ACT

Aligned to ITIL best practices, staff in the Operations Management section support the department’s monitoring and control of IT services providing guidance and advice in the resolution of problems and incidents impacting the efficient delivery of ICT services to the department. With a strong focus on day-to-day operational tasks, section staff work collaboratively with the department’s third party vendors to deliver value through effective and efficient management of issues and positive proactive contribution to the maintenance, performance and reliability in delivering the department’s key business systems. The Governance and Reporting officer role governs this work and reports on performance achieved.

A Governance and Reporting Officer has responsibility for, but is not limited to, the following:

- Produce reports based on performance and reliability of services.
- Provide operational intelligence and develop and produce recommendations for improvements to the delivery of ICT services across the department.
- Assist in the development and implementation of operational policy, procedures, and customer service initiatives.
- Collaborate and liaise with internal and external stakeholders to understand operational drivers, challenges and develop working relationships to support the delivery of continuous service delivery improvements.
- Assist with managing the governance for the division’ risk mitigation strategies and follow thorough agreed treatments with relevant risk owners. Identify and escalate issues which may adversely impact on operations and service delivery to customers.
- Ensuring service documentation (including service templates, request fulfilment models, approval criteria, usability documentation, etc.) are maintained and updated as necessary.
- A strong service ethic and customer-focus is essential - understanding that customers are defined as departmental end-users, business stakeholders, and ICT colleagues.

A Governance and Reporting Officer is expected to display commitment to achieving quality and timely outcomes, and adherence to and enforcement of documentation and governance procedures. It is imperative for this individual to share information and ensure others are well briefed on issues, incidents, and change.

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