Help Desk & IT Support (Information & Communication Technology)Employment Type: Full-Time, PermanentSalary Range: $109,560 to $117,990 plus superannuation (based on skills and experience)Location: Catholic Education Office, Manuka ACTStart Date: Negotiable 2024Closing Date: 11.55 pm, Friday 1 November 2024About the RoleThe Catholic Education, Archdiocese of Canberra and Goulburn (CECG) plays an integral role in education in the ACT and NSW, operating 56 Schools and nine Early Learning Centres (ELCs).We are searching for an experienced Enterprise Service Desk Administrator to configure, optimise, and manage our ITSM tool, ensuring seamless IT service delivery in line with ITIL best practices. In this role, you will be responsible for overseeing Incident, Request, Change, Problem, Configuration, and Asset Management processes, whilst collaborating with teams to enhance service delivery. You will also play a vital role in managing ICT knowledge processes and systems. If you have a passion for optimising IT services and driving process improvement, apply today to join our team!Benefits and OpportunitiesPositive and collaborative workplace culturePermanent contractAttractive remuneration packageAccess to salary packaging, including novated leasing24 weeks of paid parental leave (maternity/adoption)Up to 14 weeks paid parental leave (paternity/non-initial primary carer leave)Support for professional development and study opportunitiesKey ResponsibilitiesConfigure and customise the ITSM tool (e.g., FreshService, ServiceNow) to meet business requirements.Work closely with IT and business stakeholders to capture and prioritise IT and Enterprise service management requirements.Establish and administer the Configuration Management Database (CMDB).Develop and assist with the running of processes and practices that ensure CMDB data quality is maintained.Develop and maintain ITSM standards, procedures and supporting documents.Measure and review ITSM process performance and compliance through regular reporting.Coordinate requests for IT system modifications, aligning with CECG change policies and standards.Facilitate the submission of changes to the Technical Change Advisory Board (TCAB) and Change Advisory Board (CAB) as required.Lead and progress various projects aimed at enhancing the ITSM tool and related processes.QualificationsWorking with Children's registrations in NSW and ACT (WWCC and WWVP).Driver's License.Selection CriteriaDemonstrated experience in configuring and customising ITSM tools such as FreshService or ServiceNow to meet specific business requirements.Proven ability to work closely with IT and business stakeholders to capture, prioritise, and manage IT and Enterprise service management requirements effectively.Experience in developing and maintaining ITSM standards, procedures, and supporting documentation, ensuring compliance and continuous improvement.Ability to coordinate IT system modification requests, align them with organizational change policies and standards, and facilitate submissions to Technical Change Advisory Boards (TCAB) and Change Advisory Boards (CAB).Experience in developing and maintaining a centralized repository of knowledge articles, FAQs, and best practices, ensuring accuracy and relevance through regular reviews and facilitating knowledge sharing among team members.Excellent customer service skills with the ability to effectively communicate and work with a diverse customer base.Other Eligibility CriteriaYou must be an Australian Citizen or Permanent Resident to be eligible to apply for this position.Appointment is subject to satisfactory employment screening for child-related employment in accordance with CECG policy.Application ProcessApplicants must submit a cover letter addressing the Selection Criteria section in the position description and a current resume.#J-18808-Ljbffr