For an initial period of up to 12 monthsDepartment of the Prime Minister and CabinetICT Service Delivery Support Officer, Information Services BranchBarton ACTAbout your teamThe IT Service Management (ITSM) 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 ITIL framework to deliver customer focused, trusted and reliable ICT services.What you'll be doingThe ICT Service Delivery Support Officer plays a critical role in supporting the Assistant Director of ITSM in driving the effective execution and governance of IT Service Management processes. This role focuses on supporting key areas such as Incident Management, Problem Management, Change Management, Knowledge Management and Continuous Service Improvement (CSI). The officer will ensure that the service delivery is efficient, compliant with governance standards, and aligned with the Branch strategy and business needs.Key responsibilities:Assist in managing and refining ITSM processes, ensuring alignment with industry standards and organisational policies.Support governance frameworks for Incident, Problem, Change, Knowledge Management, and Continuous Service Improvement (CSI).Help track and resolve incidents and problems, collaborating with technical teams to identify root causes and implement preventive measures. Ensure accurate documentation and reporting.Coordinate Change Requests, support Change Advisory Board (CAB) meetings and monitor change outcomes to ensure successful implementation and stakeholder communication.Maintain the Knowledge Management database, ensuring information is up-to-date and accessible, while contributing to process improvements and knowledge-sharing practices.Assist in identifying service improvement opportunities and support the implementation of CSI initiatives through data analysis and reporting.Work with internal teams to ensure smooth service delivery. Communicate service updates, changes, and improvements to key stakeholders.Support the Assistant Director in implementing ITSM strategic goals, ensuring alignment between service delivery and broader organisational objectives.Prepare and maintain reports on ITSM activities, documenting processes, incidents, and change management outcomes.Other duties as requested.Why you're the ideal candidateOur ideal candidate will perform at the level in accordance with the PM&C Performance model. Our ideal candidate will be able to demonstrate:Knowledge of the Information Technology Infrastructure Library (ITIL) practicesExposure to IT Service Management (ITSM) principles, methodologies and proceduresA service management attitude, with commitment to quality standards and continuous improvementAttention to detail with strong analytical and reporting skills.Evidence of the ability to manage complex issues with IT servicesExperience working in an IT operational environmentExcellent communication and interpersonal skills to engage with technical and non-technical stakeholdersAn ability to work collaboratively within a team and across departmentsEligibility RequirementsUnder section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the APS unless the Agency Head has agreed otherwise, in writing. At PM&C to be eligible for this position you should be an Australian Citizen at the closing date of application, unless exceptional circumstances apply.The successful candidate must be able to obtain and maintain a security clearance, or hold a current security clearance of an appropriate level.The successful candidate will be assessed through our pre-employment screening checks, such as an Australian Criminal History Check, and will normally be subject to a six-month probation period if new to the APS or has not yet completed their probation period elsewhere in the APS.NotesThis role is being advertised as both ongoing and non-ongoing, with the employment type to be determined in negotiation with the preferred candidate and the PM&C delegate. Where a non-ongoing specified term is offered, this would be for an initial period of up to 12 months, with possibility of extension up to a maximum period of two years. A non-ongoing offer may result in conversion to an ongoing offer of employment, however this must occur within 18 months from the opening date of this advertisement.RecruitAbilityRecruitAbility applies to this vacancy. Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have a disability; and meet the minimum requirements for the job. For more information visit: recruitabilityGetting to know the Department of the Prime Minister and CabinetThe Department of the Prime Minister and Cabinet (PM&C) advances Australia's national interests through high quality support to the Prime Minister and the operations of Cabinet. PM&C supports the Prime Minister as leader of the Government and of Cabinet and as leader of the country. This positions us both to provide visibility of Government priorities and influence outcomes across all Commonwealth portfolios, state jurisdictions, the Australian Public Service (APS) as an institution, and on the international stage. Our role is to provide fresh thinking and creative advice to government as stewards for the APS. We contribute ideas on the many and varied issues facing Australia, taking into consideration the views and opinions of a range of stakeholders across the private, public, not-for-profit and community sectors. The PM&C team provides pragmatic advice and finds solutions to problems so that Government policies can be effectively designed and implemented. We give particular weight to issues that are important to the Prime Minister. Our focus, put in its simplest terms, is to find new ways to improve the lives of all Australians.#J-18808-Ljbffr
