ITSM Junior Support Officer (Non-Ongoing)

Job Req ID

Home Affairs - 135513

Location

ACT 

Classification

APS Level 3 - $64,392.00 and $73,981.00 plus 15.4% super (part time pro-rata)

Employment Type

Non Ongoing (Temporary), Full-time 

Flexible work

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Contact Officer

Keely Dyer on 02 5127 9544 

Applications close on 08/12/2024 at 11:59pm AEDT (midnight) - Late applications will not be accepted.

About our opportunity

This process is being used to fill up to 4 immediate vacancies. A merit pool may be established and used to fill similar vacancies for up to 18 months. 

About our team

Chief Operating Officer Group | ICT Division | ICT Service Management | IT Service Management

The IT Service Management Branch is responsible for the overall user experience of the Department's ICT services.

The Department has approximately 20,000 desktop users and our Branch manages a range of ICT Services and processes which allow the Department to meet its strategic and operational goals.

Our team manages major service internal system disruptions. We manage the systems and processes that provide users with ICT assets and system access. We manage ICT change management and the delivery of integrated scheduled ICT software releases. We also provide ICT support to VIP and Ministerial users in the Department.

Please visit our website for more information about the Department of Home Affairs or Australian Border Force

Our ideal candidate

We're looking for enthusiastic team players, who are happy to work across teams in a multi-disciplinary ICT Service Management environment:

• You will be able to work independently, following established guidelines under broad direction to progress tasking
• You will be able to adapt your work and timelines to meet changing priorities
• You'll have excellent written and verbal communication skills, including the ability to collaborate with both technical and business focussed stakeholders
• You will be able to support stakeholder relationships across ICT Division, as well as with business, operational areas and suppliers.

Duties and responsibilities

• Apply standard procedures to meet stakeholder requirements, offer assistance to solve stakeholder problems and seek assistance as appropriate.
• Investigate and manage routine cases via resolution of customer issues with assistance from higher classification levels.
• Draft replies to straightforward queries.
• Develop and maintain relevant knowledge in relation to procedures and equipment.
• Undertake straightforward quality assurance tasks or activities.

How to apply

Submit your application and CV through the Home Affairs’ recruitment system (ourPeople) before the closing date on 08/12/2024 at 11:59pm (midnight) AEST  – Late applications will not be accepted.

As part of your application, you will be required to prepare and submit a response to the selection criteria, please provide 250 word response to each application question:

1. Provide an example of a time when you have had to liaise and negotiate with other people in order to achieve a goal.
2. Describe a situation in which you have shown initiative and have worked independently to achieve a good outcome for an internal or external stakeholder. 
3. Provide an example that demonstrates your ability to contribute to a good outcome by developing practical solutions to problems.

Applicant response documents must be a minimum 11pt font in MSWord or PDF format, include your full name and the Requisition Number – 135513 in the document footer.

Prior to preparing your response it is recommended you review the Work Level standards relevant to the classification you are applying to. It may also be useful to refer to the Integrated Leadership Systems information relevant to the classification.

Eligibility

To be eligible for the position you must be an Australian Citizen.

The successful candidate will be required to obtain and maintain a Baseline Vetting (AGSVA) security clearance, and:
 

• ABF Workers will also be required to obtain and maintain an Employment Suitability Clearance (ESC).
• Home Affairs Workers will also be required to obtain and maintain an Onboarding Check.
   

In certain circumstances, an Employment Suitability Clearance (ESC) may be required in addition to, or in lieu of, an Onboarding Check, which will be determined by the delegate as necessary.  

Diversity and inclusion

The Department is committed to workforce diversity and applicants who are Aboriginal and/or Torres Strait Islander, come from a diverse cultural or linguistic background or have a disability are encouraged to apply.

RecruitAbility 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: https://www.apsc.gov.au/recruitability

Technical assistance

For technical enquiries please call or email for assistance:

• Email: recruitment@homeaffairs.gov.au
• Phone: 1300 793 883 (within Australia) or +61 2 6196 0444 (outside of Australia)

Please include any applicable screen captures, a response will be provided during business hours.

Notes

The Department of Home Affairs offers an attractive remuneration package, including salary, superannuation benefits and flexible working conditions appropriate to the level of the position. The Australian Public Service (APS) Employee Value Proposition (EVP) highlights the top reasons our employees enjoy working in the APS.

The Department may provide relocation assistance to eligible APS employees required to relocate. The level of assistance will vary depending on the reason for relocating and your personal circumstances. For further information please enquire with the contact officer listed in the advertisement.

Information about employment and advice on how to apply for vacancies can be obtained from the Department’s website at https://www.homeaffairs.gov.au/about-us/careers

Candidates should be aware that in roles where vaccination against COVID-19 is required by public health orders/directions or other legislation proof of vaccination will be required. If a candidate is not fully vaccinated or is unwilling to be vaccinated within a reasonable time period, they may not be offered that role.