IT Service Delivery Officer

 

Main characteristics

Location

Canberra, Australian Capital Territory

Company

Department of the Prime Minister and Cabinet

Salary

APS Level 6 ($88,419 - $99,363)

Employment type

Full time

Category

Information & Communication Technology

Job summary

The Opportunity:

Are you looking for the next step in your IT career?

Do you want to work in a fast paced environment with an exceptional agency that provides advice to the Prime Minister, other Portfolio Ministers and Cabinet?

If you answered yes to both these questions, and if you possess a customer centric mind-set, have a keen eye for detail as well as demonstrated ability to drive continual service improvement then this may be the role for you.

The IT Service Management team are responsible for ensuring that all teams involved in the support of technology at Prime Minister and Cabinet (PM&C) are empowered using the Information Technology Infrastructure Library (ITIL) framework to deliver customer focused, trusted and reliable ICT services.

As the IT Service Delivery Officer you will be reporting to the ITIL Manager and supporting the ongoing delivery of core processes, including but not limited to Incident, Problem, Change and Knowledge Management.

Your key responsibilities will be: Manage and improve processes within the Service Delivery teamsProvide accurate advice including anticipating problems and contributing to issues managementAssist with setting priorities for the work area, maintain team cohesion, and ensure quality of outputsDrive Continuous Improvement, promote best practice, build strong partnerships, and facilitate timely communicationContribute to the development of team objectives for short term tasks and strategic planning for longer-term initiativesPerform research and analysis to make decisions that involve complex or escalated issues, longer-term planning and liaison with other sections on policy, project or operational issuesProvide education to both internal and external IT teams regarding agreed and published service management processesProvide regular reporting and statistics to management as required.

What we offer:Internal training courses such as Managing Workload & Prioritisation, Government Writing for Clarity and other great offeringsRotation through different disciplines such as Change Management, Problem Management and Major Incident ManagementPM&C supports mutually beneficial flexible work arrangements which suit operational requirements, and Relocation assistance.

Our Ideal Candidate

Our ideal candidate will have:Experience within an IT Service Delivery environment in roles such as Service Desk, Desktop Support or similarExperience working within an environment that follows ITIL practices such as incident management, request management, knowledge management or similar. Exposure to IT Service Management (ITSM) principles, methodologies and proceduresA strong service management attitude, with commitment to quality standards and continuous improvementStrong analytical skills and a structured, methodical approachExperience performing and coordinating responses to complex issues with IT servicesProven experience working in an IT operational environmentStrong communication, interpersonal and team skills.

These skills may have been developed in positions such as:Service Delivery Team LeadDesktop Support OfficerKnowledge ManagerChange ManagerMajor Incident ManagerAsset ManagerHighly accomplished Service Desk staff.

What We Offer:Agile, respectful, dynamic, and inclusive workplace; Attractive remuneration package including generous employer superannuation contributions;Exciting and fulfilling work at the heart of government, contributing to improving the lives of all Australians, with career development and networking opportunities difficult to find elsewhere;The opportunity to work with strong, smart, visionary and experienced leaders who encourage and support you to develop your interests and expertise and achieve your ambitions.We embrace flexible working practices including working from home and specially designed offices to enable flexible working approaches through spaces designed to accommodate a range of working styles (whilst at all times adhering to social distancing principles and appropriate hygiene practices).PM&C staff apply flexibility and activity-based principles to work, allowing them to choose where and how they work in an open space, while using integrated technological solutions. This type of working supports increased communication and collaboration, and encourages agility and innovation.

Eligibility: To be eligible for this position you must be an Australian Citizen. The occupant must be able to obtain and maintain a Negative Vetting Level 1 (Secret) level security clearance, or hold a current security clearance of an appropriate level. The successful candidate will be required to be assessed through our pre-employment screening checks, such as an Australian Criminal History Check

How to apply:

If this sounds like the opportunity you are looking for, we want to hear from you! Submit an online application through the PM&C Careers Page by 11:30pm AEST on Wednesday, 5 April 2023.