Job description Agency Department of Corporate and Digital Work unit Agency Business Systems – Human and Shared Development Services Job title Front-Line Support Analyst Designation Administrative Officer 6 Job type Full time Duration Ongoing commencing 01/04/2025 Salary $96,620 - $107,721 Location Darwin Position number 50703 RTF 314406 Closing 27/01/2025 Contact officer Mari Timmers, Manager Front-line Support, Agency Business Systems on 08 8924 7196 or ****** About the agency https://dcdd.nt.gov.au/ Apply online https://jobs.nt.gov.au/Home/JobDetails?rtfId=314406 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 Co-ordinate the development and implementation of Agency Business Systems – Human and Shared Services Jira service management software improvements.
Provide service reporting and data analysis to measure services outcomes and demand across ABS-HSS, monitor external service providers and identify service improvement opportunities.
Develop Jira on-line forms with relevant work instructions to support the processing of Incidents and Service Requests.
Context statement Agency Business Systems – Human and Shared Services manage client agencies' core business digital systems through their life cycle from strategy to design, development, release and deployment, operational delivery, maintenance, support, and retirement.
Key duties and responsibilities 1.
Develop, document, test and implement service management software updates and improvements to align with the business goals of ABS- HSS service management.
2.
Develop and analyse performance metrics, making recommendations to assist in the development and management of service level agreements and improved service outcomes.
3.
Develop and document new ABS-HSS work instructions, scripts, and workflows, update existing documentation and on-line forms, and communicate applicable changes to relevant target audiences.
4.
Develop reports to address business requirements, identifying and using approved data source information.
5.
Undertake research and analysis to assist with expedient Problem resolution for clinical and non-clinical issues.
Provide advice on issues impacting the achievement of service and/or business goals and outcomes.
6.
Establish and maintain effective collaborative partnerships and alliances with key stakeholders to achieve outcomes.
7.
Follow defined service quality standards, including Work Health and Safety policies and procedures, to ensure the timely delivery of high- quality outcomes, safe services and workplaces, data integrity and security.
Selection criteria Essential 1.
Proven demonstrated ability to develop, document, test and implement service management software updates preferably in the Jira ticketing system.
2.
Demonstrated ability to manipulate, analyse, interpret, and present complex data sourced from various reporting environments and data sources.
3.
Ability to support change management in a rapidly changing, complex organisation.
4.
Proven ability to support development and maintenance of standard reporting environments including governance and auditing requirements.
5.
High level analytical and problem-solving skills with the ability to work under pressure and prioritise commitments to meet critical deadlines while maintaining high quality data and reporting standards.
6.
Highly motivated with excellent interpersonal, oral, and written communications skills, with a demonstrated ability to work co-operatively within a team.
7.
Demonstrated work ethic and attitude which emulates DCDD values of being professional, accountable, honest, respectful, and innovative.
Desirable 1.
Tertiary qualification (Degree) in a relevant discipline.
2.
Experience in ITIL Framework/Service Management.
3.
Experience with Jira Service Management Software.
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 Framework and visit our website.