IT Service Management Officer

2 days ago

Canberra, ACT, Australia Australian Government Full time $98,905 - $112,596 per year
  • Canberra, ACT (The agency supports and promotes flexible working, including remote options on negotiation)
  • Ongoing/Non Ongoing (Non-ongoing will be offered for 12 months)
  • $98,905 - $112,596 + Superannuation
About the Branch

The Digital Services Branch (DSB) enables the agency to achieve its mission by delivering innovative and adaptive digital and information and communications technology (ICT) capabilities. DSB provides modern tools, platforms, and services to facilitate a highly productive and digitally enabled environment for the agency and its stakeholders. DSB also runs a large-scale IT development and sustainment workstream to support the CER adopting new capabilities.

DSB innovates and influences the agency in embracing new and emerging technology to remain at the forefront of our sector.

About the Section

The Products & Services (P&S) Section is responsible for providing the core ICT products and services that empowers the Agency to deliver its goal of Accelerate Carbon Abatement for Australia, specifically through Secure and Enduring Infrastructure, and Efficient and Effective Administration.

We are a multi-disciplinary team that encompass the ICT disciplines of;

  • End user compute
  • Cloud operations
  • IT Security
  • IT Service Management
  • Customer Experience
  • Development Environment Management.
Role Responsibilities and Duties

The APS Level 6 IT Service Management (ITSM) Officer provides technical and operational support for incident and problem management processes aligned with ITIL 4 methodologies. The role focuses on improving service delivery and system reliability across bespoke customer-facing platforms in a small agency environment. The role requires a strong understanding of ITIL practices, stakeholder engagement and technical configuration.

Under limited direction, IT Service Management Officer will:

  • Contribute to the coordination and resolution of complex incidents and problems, ensuring timely and effective outcomes, with a particular focus on requests and incidents with high severity business impacts
  • Apply ITIL 4 best practices across the branch to support continual service improvement and root cause analysis
  • Develop and maintain incident and problem management procedures, documentation, and reporting tools
  • Collaborate with internal stakeholders and vendors to ensure service quality and alignment with business needs
  • Monitor and analyse operational data to identify trends, risks, and improvement opportunities
  • Provide advice and insights to support strategic planning and system enhancements
  • Technical configuration and maintenance of ServiceNow modules
  • Provide training and support to users of the ServiceNow platform
  • Assist in testing and deployment activities
  • Contribute to the development of dashboards and metrics to track performance and support decision-making.
Qualifications/Experience

Essential:

  • Over 12 months experience in a ServiceNow administrative role (or equivalent ITSM product)
  • Strong analytical and reporting skills, including use of tools like Power BI or ServiceNow
  • Ability to work independently and exercise sound judgement
  • Highly developed communication and stakeholder engagement skills
  • Demonstrated experience in ITIL-based incident and problem management.

Desirable:

  • 2-3 years' experience working in an ITSM role
  • Tertiary qualifications or experience with delivery frameworks such as ITIL and/or Agile.

Applications close 11.30pm on Wednesday, 19 November 2025

  • Information Management Officer L4-6

    2 weeks ago

    Canberra, ACT, Australia Australian Secret Intelligent Service Full time $97,148 - $169,572 per year

    Information and Records Management OfficerLevel 4$97,148 - $101,338 (plus superannuation)Level 5$105,013 - $113,141 (plus superannuation)Level 6$116,245 - $169,572 (plus superannuation)ASIS is Australia's overseas secret intelligence collection agency. Its mission is to protect and promoteAustralia's vital interests through the provision of intelligence...

  • Modelling and Simulation Support Officer

    4 days ago

    Canberra, ACT, Australia FinXL IT Professional Services Full time $90,000 - $120,000 per year

    Location: Canberra ACT12 months contract + 2 X 12 months extension optionsMust be Australian Citizen with Minimum NV1 Clearance requiredFinXL is seeking a highly organised and detail focused Modelling and Simulation (M&S) Support Officer to join our client. You'll be crucial in governing and documenting the next phase of our Joint Simulation Capability.Your...

  • Client Service Officer

    4 days ago

    Canberra, ACT, Australia ACT Government Full time $84,901 - $91,501 per year

    Closes: 18 November 2025Classification: Administrative Services Officer Class 4Salary: $84,901 - $91,501 plus superannuationPosition No: 10460Directorate: Justice and Community SafetyAdvertised (Gazettal date): 04 November 2025Contact Officer: Fe Cassie on or Details: Are you a customer service master? Do you thrive on engaging with the public and guiding...

  • Long Service Leave Authority Governing Board

    2 weeks ago

    Canberra, ACT, Australia ACT Long Service Leave Authority Full time $47,280 per year

    The ACT Government is seeking applications from experienced and skilled individuals to fill the position of Chair of the ACT Long Service Leave Authority (ACT Leave) Governing Board.ACT Leave is established under the Long Service Leave (Portable Schemes) Act 2009 to administer portable long service leave benefit schemes for eligible workers in the building...

  • Program Manager

    4 days ago

    Canberra, ACT, Australia FinXL IT Professional Services Full time $120,000 - $156,800 per year

    Program Manager - Network & SecurityLeading Telco client (consulting through FinXL)FinXL Professional Services is a leading IT consultancy that partners with clients to bridge the gap between business needs and technology capabilities. Since 2003, we've been delivering high-value ICT services across government, finance, telecommunications, and enterprise...

  • Covert Multimedia Officer Level 5

    1 week ago

    Canberra, ACT, Australia Australian Secret Intelligent Service Full time $105,013 - $169,572 per year

    Selection DocumentationCovert Multimedia OfficerLevel 5$105,013 - $113,141 plus superannuationLevel 6$116,245 - $133,968 plus superannuationExecutive Level 1$145,137 - $169,572 plus superannuationABOUT USASIS is Australia's overseas secret intelligence collection agency. Its mission is to protect and promoteAustralia's vital interests through the provision...

  • Corporate Services Officer

    2 weeks ago

    Canberra, ACT, Australia Karralika Programs Full time $60,000 - $100,000 per year

    Corporate Services OfficerPart-time role, 45.6 to 60.8 hours per fortnightSalary from $ full time equivalent)Maximise your earning potential with salary packaging optionsAre you looking for a role in an organisation that helps people 'choose a better life'?We are seeking a dynamic, self-motivated, and driven individual to join our supportive, passionate and...

  • IT Manager EL1

    2 weeks ago

    Canberra, ACT, Australia Australian Secret Intelligent Service Full time $145,137 - $169,572 per year

    IT ManagerExecutive Level 1Salary: $145,137 - $169,572 (Plus Superannuation)ASIS is Australia's overseas secret intelligence collection agency. Its mission is to protect andpromote Australia's vital interests through the provision of intelligence services as directed by theAustralian Government. Its work can involve collecting intelligence relating to...

  • System Engineer

    1 week ago

    Canberra, ACT, Australia Zone IT Solutions Full time $90,000 - $120,000 per year

    We are seeking a skilled System Engineer. In this position, you will be responsible for managing, maintaining, and optimizing our IT infrastructure to ensure high availability and performance for our systems.RequirementsBachelor's degree in Computer Science, Information Technology, or related field.At least 4 years of experience in a System Engineer role or...

  • Infrastructure Engineer

    1 week ago

    Canberra, ACT, Australia Kinetic IT Full time $80,000 - $120,000 per year

    Kinetic IT is seeking a skilled Infrastructure Engineer to join our on-site team supporting a Federal Government customer. You'll help manage and maintain a large hybrid environment covering on-premises systems, virtualisation platforms, and Azure cloud services.This is a great opportunity to work in a complex and secure environment, supporting critical...