Apply now »

Senior Technical Officer

Job Req ID

Home Affairs - 137190

 

Location

ACT; NSW; NT; QLD; SA; TAS; VIC; WA 

 

Employment Type

Ongoing (Permanent), Full-time / Part-time 

 

Classification

Executive Level 1 - $115,443.00 and $134,865.00 plus 15.4% super (part time pro-rata)

 

Contact Officer

Gagandeep.Singh on 0466 945 426 or gagandeep.singh@homeaffairs.gov.au  

 

Office Arrangements

Flexible  - Flexible working arrangements can be negotiated in accordance with our Enterprise Agreement and the operational requirements of the role.
 

Applications close on 21/05/2025 at 11:59pm AEST (midnight) - Late applications will not be accepted.

 

About our opportunity

 

This process is being used to fill 2 immediate position/s. 

Applicants suitable for the role but not offered the position for the current vacancy may be placed in a merit list or pool to fill similar vacancies for up to 18 months anywhere in ACT; NSW; NT; QLD; SA; TAS; VIC; WA.
 

About our team

 

GM Technology & Major Cap Group | ICT Division | Corporate & Case Systems | Corporate Digital Collaboration Systems and Digital Workflow Systems

 

The Corporate and Case Systems Branch (CCSB) is responsible for maintaining the health of systems while delivering new capabilities in alignment with the Digital Transformation and Whole-of-Government Shared Service initiatives and the Department's various Reform programs. The branch provides effective support across the Department for corporate and business-critical systems.

 

These platforms include ServiceNow, SAP Human Resources and Finance, SAP Business Warehouse reporting, Content Manager, M365 and Microsoft Teams, SharePoint, Assistive Technology, Managed Operating Environments and a range of other bespoke and commercial-off-the shelf regulatory and case management systems including Siebel.

 

CCSB values diversity, flexibility, staff well-being, collaboration, and continuous learning as a foundation for success.

 

The roles will be available in the following sections.

 

The Corporate Digital Collaboration Systems (CDCS) Section delivers a broad range of ICT services for the Department of Home Affairs staff located domestically and overseas. These services include Exchange Messaging Services (E-mail, Enterprise Vault. Titus security), Collaboration Services (Microsoft 365, Teams, SharePoint) and Assistive Technology Management (overseeing installation and support of items such as Nuance Dragon Naturally Speaking, Freedom Scientific ZoomText, Fonts Dyslexie and Evoluent Mouses, as well as managing the Assistive Technology network for the department), Remote Access Services (Citrix, Win10 based Virtual Desktop Infrastructure for onshore and offshore clients), Mobile Device Management (including MobileIron).

 

The Digital Workflow Systems Section performs the critical role of maintaining corporate workflow capability for Connected Services, which is built on the ServiceNow platform.  The ServiceNow platform enables a number of critical and diverse business domains.  For example, Integrity of Australia's borders, IT Support, Procurement Management, and Information Technology Service Management (ITSM). 

 

The Section works closely with Vendors to maintain the ServiceNow platform through a managed service.  The managed service includes incident support, defect resolution, security patching, platform upgrades, catalogue item management and en5hancements to platform functionality. 

 

The Section also has a key role in managing the governance of Vendors delivering new projects on the ServiceNow platform, orchestrating the release of deliverables through the different environments and ensuring regression testing is completed to maintain stability and functionality.

 

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

 

 

Our ideal candidate

 

Corporate Digital Collaboration Systems Section (CDCS)

 

The Senior Collaboration Systems Officer is responsible for working with department programs to support design, implementation, and maintenance of Exchange/messaging services and Microsoft online platform support. In addition to the platform management of Microsoft Teams and SharePoint.

 

The role occupant works in a small team of experts to ensure the delivery of reliable, secure, and scalable email and collaboration solutions that meet the needs of the department and its stakeholders. The role occupant provides expert technical guidance and support to other teams and users on the best practices and policies for using these platforms. The role occupant leads the team in adopting and applying the latest technologies and innovations in the field of collaboration and communication. They also monitor and troubleshoot any issues or incidents that may affect the availability or performance of these services.

 

Digital Workflow Systems Section (DWS) 

 

The Senior ServiceNow Technical Officer will Oversee administration of the ServiceNow Platform (production and non-production) including monitoring, review and actions associated with ServiceNow. The role occupant will document configuration changes that are required and ensure that configuration changes are implemented timely, while facilitating communications across teams.

 

Maintaining and prioritising the communication of information related to releases and outages to internal and external stakeholders. This role is an integral part to improving end-user satisfaction through timely and efficient processing of requests. Understanding of end-user requirements and priorities will inform the maintenance of the Service Catalogue and custom applications, including usability and prioritisation of active services.

 

Duties and responsibilities

 

Senior Collaboration Systems Officer Role - (CDCS) Section

  • Work with the team lead, other subject matter experts and project delivery team to support the delivery of Exchange, SharePoint, and integrated messaging services, ensuring high performance, availability, and security

  • Assist the department to design, implement, and provide operational support of departmental messaging and collaboration solutions that enhance communication, productivity, and accessibility for internal and external users

  • Provide technical expertise and support for complex issues related to messaging and collaboration systems, including troubleshooting, root cause analysis, and resolution

  • Develop and maintain support and knowledge management documentation, policies, and procedures for messaging and collaboration systems, ensuring compliance with standards and best practices

  • Monitor and report on the performance, usage, and trends of messaging and collaboration systems, identifying opportunities for improvement and optimisation.

 Senior ServiceNow Technical Officer Role - (DWS) Section

  • Prepare for upgrades by researching new and evolving features

  • Ensure that the relevant stakeholders are briefed and propose training, if applicable

  • Review Release Notes and create test plans to ensure that current configurations are tested with upcoming upgrades and help resolve post-production deficiencies, if necessary

  • Maintain understanding of the schedule of ServiceNow patches to prepare and respond

  • Communicate with technical and non-technical customers by answering questions related to the ServiceNow Platform.

 

 Additional information

 

These roles require the following skills and qualifications:

 

Senior Collaboration Systems Officer Role - (CDCS) Section

  • Experience and knowledge in the installation, configuration and management of Microsoft Exchange server and Microsoft SharePoint server in a large and complex department environment

  • Expert knowledge of Exchange Online, SharePoint in Microsoft 365, Azure, Teams and other M365 cloud services. This includes migrating services to the cloud and end-to-end solutions for a large department

  • Extensive experience and knowledge with PowerShell commands and automation scripting

  • Maintain industry best practice for security, scalability, and performance

  • Monitor and optimise cloud resource utilisation to control costs

  • Effectively communicate with employees, clients and other support staff including the requirement to clearly communicate technical information to stakeholders and other administrators

  • Excellent attention to detail to ensure the smooth operation of the department's systems that you are responsible for with the ability to notice small changes and make corrections accordingly. Identify and fix any issues that may arise with the system

  • May be required to work under pressure to resolve an issue as quickly as possible if the department experiences an outage or system failure.

Senior ServiceNow Technical Officer Roll - (DWS) Section

  • Experience supporting ServiceNow in a large enterprise setting

  • Excellent knowledge of ServiceNow best practices and ongoing knowledge of the latest ServiceNow features and 5 years of experience in ITSM technology, specifically supporting the processes and administration of ServiceNow

  • Experience with ServiceNow forms, fields, views, lists, UI policy and actions

  • Strong understanding of ServiceNow module management and modification including the ability to troubleshoot ServiceNow ITSM functionality issues

  • Demonstrated experience in the technical administration and implementation of ServiceNow ITSM management and administration, cloning & upgrade best practice

  • Experience working in a DevOps environment

  • Knowledge of and experience with web technologies, including JavaScript, HTML, XML and ServiceNow APIs and integrations

  • Excellent technical documentation and reporting skills.

 

How to apply

 

Submit your application and CV through the Home Affairs’ recruitment system (ourPeople) before the closing date on 21/05/2025 at 11:59pm (midnight) AEDT  – Late applications will not be accepted.

 

As part of your application you will be required to prepare and submit a one-page applicant response document in relation to the advertised role, outlining:

  • How your skills, knowledge, and experience will be relevant to this role

  • Why you are interested in the role and what you can offer us

  • Any specific examples or achievements that demonstrate your ability to perform the role.

 

Please specify which position/s you are applying for.

 

Applicant response documents must be a minimum 11pt font in MSWord or PDF format, include your full name and the Requisition Number – 137190 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:

 

 

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.

Apply now »