Service Management Officer

Job Req ID

Home Affairs - 136654

Location

ACT 

 Employment Type

Ongoing (Permanent), Full-time 

Classification

APS Level 5 - $84,228.00 and $91,809.00 plus 15.4% super (part time pro-rata)

Contact Officer

Jack Ryan at jack.r.ryan@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 20/03/2025 at 11:59pm AEDT (midnight) - Late applications will not be accepted.

About our opportunity

This process is being used to fill 5 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 | ICT Service Management | Various

The IT Service Management Section in the Department of Home Affairs Technology and Major Capability Group is responsible for the overall user experience of the Department's ICT services. We ensure that the Department's ICT Service Management policies, processes and procedures are delivered in accordance with industry best practice and services standards. We work with delivery teams that are both internal to the Department and within contracted suppliers to resolve issues with the delivery of services and promote collaboration and continual improvement.

Service Management staff influence across the organisation, ensuring that standards are understood and met.

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 keen to work in a multi-disciplinary ICT Service Management environment
• You will be able to work independently, following established guidelines under limited direction to progress tasking
• You will use your initiative to adapt your work and that of your team to manage 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

• Deliver Service Management activities (such as completing work from an assignment queue, documenting and tracking action items, and maintaining shared mailboxes) within the branch, including providing support to the Branch's leadership team
• Provide communications to internal and external stakeholders
• Assist projects, provide support to working groups, and provide administrative support to your team and Branch Management
• Develop and maintain sound general knowledge in IT Service Management and the Department's Service Management Platform.

Additional information

Desired:

• Experience in an ICT Service management environment
• Accreditation in or familiarity with ITIL(R)4.

How to apply

Submit your application and CV through the Home Affairs’ recruitment system (ourPeople) before the closing date on 20/03/2025 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

Applicant response documents must be a minimum 11pt font in MSWord or PDF format, include your full name and the Requisition Number – 136654 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.