IT Service Management Support Officer, APS Level 4, Chief Information Officer - Canberra, Australia - Department of Industry, Science and Resources

Description

• Canberra
• Applications close 15 May 2024

About the Department

The Department of Industry, Science and Resources and our broader portfolio are integral to the Australian Government's economic agenda. Our purpose is to help the government build a better future for all Australians through enabling a productive, resilient and sustainable economy, enriched by science and technology. We do this by:

• Growing innovative & competitive businesses, industries and regions
• Investing in science and technology
• Strengthening the resources sector.

The APS and the department offer a clear direction and meaningful work. You will be able to create positive impact in people's lives whilst contributing to improved outcomes for Australia and our people.

If you would like to feel a strong connection to your work and you are accountable, committed and open to change, join us in shaping Australia's future.

Please see the APSC's APS Employee Value Proposition for more information on the benefits and value of employment within the APS.

About the division

The Chief Information Officer Division (CIO Division) is an exciting, fast-paced division that drives the digital agenda for the Department of Industry, Science and Resources. Leading the delivery of the department's digital offerings, the CIO Division partners with business areas and stakeholders to:

• Realise the digital policy objectives of the Department
• Define the Departments digital landscape
• Drive the innovation and transformation of its IT services

The ICT Operations Branch provides high quality ICT support and underpinning infrastructure services to the department, ensuring all staff in the department have access to stable and secure technology.

The opportunity

This position is in the ICT Service Management team of the ICT Operations Branch. The ICT Service Management team is responsible for various Service Management functions across the Chief Information Officer Division, including Major Incident, Problem, Continuity, Change and Transition Management.

Our work seeks to ensure a coordinated and risk managed approach which maximises ICT environment availability, ensures due diligence and enables technical delivery.

The team is a cross functional team which is responsible for managing ICT Service Management policy, process and operational activities, with a specific focus on Change, Incident and Continuity Management. We are seeking an APS4 Support Officer to assist Senior Service Management Support staff across a number of these functions.

What's in it for you?

This role will give you the opportunity to:

• Work within highly effective and dynamic teams which are engaged, positive and provide a supportive work environment.
• Gain insights into the department's service management practices and exposure to activities across the ICT environment.
• Experience supporting the department's systems and infrastructure.
• Deliver critical support functions.
• Access to genuine development opportunities.
• Exposure to divisions across the department.
• Stakeholder engagement opportunities with senior Executive.

Our ideal candidate

Our ideal candidates will be proactive, driven and personable people who will contribute to the development of strategic goals and improvements, the delivery of outcomes and high performing teams.

Our ideal candidate is someone who:

• Has an understanding of ITIL practices, or be willing to quickly learn.
• Demonstrates experience in providing ICT support and coordination.
• Contributes to work area improvements.
• Is highly motivated, organised, has time management skills and strong attention to detail.
• Demonstrates sound judgement and problem solving abilities.
• Has an ability to work independently as well as part of a team.
• Has a strong ability and willingness to adapt to change and deal with competing deadlines.
• Has excellent communication, interpersonal and customer service skills.
• Shows initiative and use their experience and knowledge to perform the duties of the position to a high standard.

Our department has a commitment to inclusion and diversity, with an ambition of being the best possible place to work. This reflects the importance we place on our people and on creating a workplace culture where each and every one of us is valued and respected for our contribution. Our ideal candidate adds to this culture and our workplace in their own way.

What you will do

In accordance with the APSC Work Level Standards at the APS4 Level, you will:

• Support and coordinate IT Service Management processes, engaging with stakeholders to ensure appropriate checks and balances, gather information and contribute to the resolution of major incidents.
• Represent the team in divisional and Change Advisory Board meetings, including running meetings as required.
• Monitor a range of work queues and inboxes, distributing work, undertaking quality and information checks and resolving queries.
• Contribute to the development and maintenance of IT Service Management policy, process and practice.
• Build productive relationships and communicate effectively with stakeholders.
• Undertake various support, coordination and ad hoc work activities as required.
• Perform research and analysis activities and report on findings.

Eligibility

To be eligible for employment in the APS and the department, candidates must be Australian Citizens.

Positions require a Baseline security clearance and successful candidates will be required to obtain and maintain a clearance at this level.

Notes

ITIL Foundations certification is highly desirable

A merit pool may be established and used to fill future vacancies within 18 months from the date the vacancy was first advertised in the Gazette.

The department does currently offer flexible work opportunities for many roles. This vacancy is ACT - Industry House based, although flexible or remote work arrangements may be considered. Please reach out to the contact officer to discuss this further.

Application information

Your application must not contain any classified or sensitive information. This includes in your application responses, CV and any other documents. The selection panel may not consider applications containing classified information.

Please provide a pitch explaining how your skills, knowledge and experience will be relevant to this role and why you are the best candidate for the position. Your pitch can contain no more than 750 words and should align to the key duties listed above.

Please complete your application online and provide your current CV with your application. (CVs must be in .doc, .docx, or .pdf format).

Accessible application documentation is available in other formats on request. Please contact or if you require assistance with your application.

Please refer to our Applying for a position information for additional information on how to apply.

Contact Information

For more information regarding this opportunity, please contact Veronica Karakousis on or via email on