Aps Level 4

**Job Reference Number **22-ITDIV-15117

**Classification **APS Level 4

**Job Title **Service Improvement Support Officer

**Division **Information Technology Division

**Branch **Operation and Infrastructure Branch

**Section **Service Transition & Continual Improvement Section

**Location **Woden, ACT

**Status **Ongoing

**Employment type **Full-time

**Salary Range **$73,706 - $77,879

**Security Clearance **Baseline (Protected, Highly Protected, Restricted, Confidential)***

**Contact Officer Name**:Kate Reilly
**Phone**:(02) 6289 7135

**Eligibility**
- To be eligible for employment with the Department of Health and Aged Care

applicants must be an Australian citizen at the time an offer of employment is made
- An applicant’s suitability for employment with Health will also be assessed through a

variety of pre-employment check processes, such as:

- Satisfactory completion of an Australian Federal Police criminal history check,
and where relevant a Working with Children and Vulnerable People Check.
- Completion of a medical declaration and pre-employment medical (where
required).
- Providing evidence of qualifications.

**Division Responsibilities**

The Information Technology Division (ITD) supports a wide range of business functions,
systems and lead a significant data capability that supports our compliance and regulation
functions, policy development and program delivery. We are also responsible for delivery of

desktop services to over 6,000 staff and oversee the department’s protective and cyber
security services. ITD is growing to support a significant reform program focused on
modernising and transforming Health and Aged Care services. We are looking for passionate
people that are keen to join a diverse and motivated team to deliver best in class IT services
and make a difference for the Australian community.

**Branch Responsibilities**

The Branch is responsible for the divisions ICT operations and infrastructure capabilities
across all corporate and business systems as well as service transition and continual
improvement. The Branch also leads the delivery of digital workspace initiatives providing
the IT infrastructure for the department’s new ways of working. OIB supports the
Department, our staff, clients, and Australia’s citizens, by providing evolving and innovative
ICT solutions to contribute to and enable the priorities of Health. OIB is responsible for the
ongoing operations of Health’s ICT services, including service optimisation and improvement
and desktop experiences for end users and management. We have a strong commitment to
customer service and are committed to continual improvement.

OIB is responsible for:

- Ongoing operations of Health’s ICT services, including service optimisation, service

improvement and business continuity.
- Transition of new and updated services to operations ensuring end-to end support is

in place.
- Delivery of key enhancements and projects with a strong focus on uplifting the

department’s digital capability, driving innovation, data analytics and automation.
- Identifying and implementing digital initiatives to drive collaboration and enrich end

user experience with desktop capabilities.
- Continual improvement of services ensuring services are optimised and provide

value to customers.

**Section Responsibilities**

Service Transition & Continual Improvement Section (STCIS) is committed to the delivery of
innovative solutions to our customers. The section collaborates with stakeholders across
ITD, as well as service providers, to optimise and enable the transition of new and updated
services to operations, focusing on continual improvement and sustainable operations.

Our key responsibilities:

- Provide a single point of contact for the Non-Standard Service Request Process - this

requires collaboration with service providers, vendors and customers in order to
progress delivery.
- Lead and manage the Acceptance into Service (AIS) process ensuring new and

updated services are transitioned to operations in the most efficient and effective
manner.
- Govern IT Service Continuity providing a framework for building organisational

resilience within the capability, protecting the operational integrity of critical Health
information.
- Drive the Continual Improvement program collaborating with our stakeholders to

continually improve services to our customers.

**Key Responsibilities**

This role supports our service management improvement program focussing on the
Continual Improvement Stream and requires you to collaborate with stakeholders to uplift
and optimise our services. The Service Improvement Support Officer will support the further
development and maintenance of the Continual Improvement and has the following
responsibilities:

- support the service improvement program including managing administrative and

secretariat activities for the program.
- maintain the service improvement backlog.
- Updating information and trainin