Senior Front-line Support Coordinator

Job description

Agency Department of Corporate and Digital Development Work unit Portfolio Services Group 1

Job title Senior Front-line Support Coordinator Designation Administrative Officer 7

Job type Full time Duration Ongoing

Salary $113,938 - $122,574 Location Darwin

Position number 43842 RTF Closing 20/10/2025

Contact officer Mari Timmers, Manager on or

About the agency

Apply online

APPLICATIONS MUST INCLUDE A ONE-PAGE SUMMARY ABOUT YOU, A DETAILED RESUME AND COPIES OF YOUR TERTIARY

QUALIFICATIONS.

Information for applicants – inclusion and diversity and Special Measures recruitment plans

The NTPS values diversity. The NTPS encourages people from all diversity groups to apply for vacancies and accommodates people with disability

by making reasonable workplace adjustments. If you require an adjustment for the recruitment process or job, please discuss this with the contact

officer. For more information about applying for this position and the merit process, go to the OCPE website.

Aboriginal applicants will be granted priority consideration for this vacancy. For more information on Special Measures plans, go to the OCPE

website.

Primary objective

Lead the delivery of front-line support to end-users within a wide range of clinical, child protection and education information systems, including

providing high-level advice and recommendations to senior management to inform planning and continual improvement activities.

Context statement

Agency Business Systems – Human and Shared Services (ABS-HSS) manage client agencies' digital systems through their life cycle from strategy

to design, development, release and deployment, operational delivery, maintenance, support and retirement. Frontline Support is responsible for

the provisioning of system's access/deactivations for applicable business and clinical information systems.

Key duties and responsibilities

1. Coordinate front-line support services ensuring an effective single point of contact for clients, timely resolution of incidents, service requests,

and appropriate responses to business requests.

2. Mentor and build the capacity of team members to facilitate high performance standards including designing and implementing processes,

procedures and work instructions to ensure consistent high-quality service delivery. Coordinate and maintain the after-hours service delivery

capacity of the Front-line Support team.

1. Coordinate the resolution of complex critical incidents ensuring appropriate governance and risk management frameworks are in place. Ensure

ongoing quality assurance checks are undertaken to verify the integrity of delivered services.

1. Liaise with key stakeholders to ensure agency specific business systems and processes integrate seamlessly with those utilised by the service

support team, especially to identify opportunities for innovation and automation.

1. Foster a positive workplace culture through exemplary leadership practices, role modelling appropriate behaviour and collaborating with other

ABS teams to ensure a best practice and a multi-disciplinary approach to service delivery and support.

1. Stay abreast of trends within areas of responsibility to ensure provision of contemporary advice and recommendations and contribute to the

development and implementation of improved business procedures and workflows.

Selection criteria

Essential

1. Extensive experience and applied knowledge of business and enterprise level information systems, applications and software, including

ticketing systems, call management software and underpinning technical infrastructure.

1. Proven experience undertaking technical investigations to resolve issues in an integrated ICT operational setting and leveraging technological

solutions to problem solve and introduce improved business processes.

1. Demonstrated experience applying governance and risk management methodologies contributing to timely and accurate service delivery

outcomes.

4. Strategic team leadership experience, with proven ability to build the capacity of others and foster service practice excellence.

5. Effective interpersonal and communication skills, with demonstrated success cultivating productive working relationships with people of

diverse professional and cultural backgrounds.

1. Demonstrated work ethic and attitude which emulates values of being professional, accountable, honest, innovative and respectful.

Desirable

1. Degree level tertiary qualification in a relevant discipline, e.g., ICT, business administration, relevant ITIL qualification or similar certification.

1. Knowledge and understanding of the supported Agencies' business processes including administrative and professional streams.
2. Understanding of strategic planning and policy development processes to contribute to systemic improvement.

Further information

The recommended applicant will be required to have a current Working with Children Card and undergo a criminal history check prior to selection

being confirmed. A criminal history will not exclude an applicant from this position unless it is a relevant criminal history. When choosing to apply

for this position, the applicant should consider the full requirements of the position in aligning their work experience and capabilities to this role.

Please refer to the Capability Leadership Framework and visit our website.