Coordinator ICT Services and Technology
Job No:
GRC871
Location:
Gympie, Queensland
- A varied and challenging role that will provide internal support that owns and manages the core ITSM processes, internal governance and service outcomes.
- Competitive annual salary commencing at $98,049 plus up to 13% superannuation
- Great range of additional benefits, including health & wellness programs, salary sacrifice options, salary packaging arrangements and a fortnightly RDO
About the Region
Gympie is at the heart of a rapidly expanding region which stretches from rural valleys in our western reaches to the Cooloola Coast, gateway to spectacular Fraser Island. Bordering Noosa and Fraser Coast Local Government areas, we are uniquely positioned to grow whilst still retaining our country charm. Our borders with North and South Burnett, and the Somerset Local Government areas link with our rural lifestyle, where you can enjoy our picturesque smaller townships, or our abundant local history. Our local festivals such as the Gympie Music Muster and the Goomeri Pumpkin Festival are renowned both nationally and internationally.
For someone seeking a high quality of life, with pristine natural areas and spectacular beaches, all within reach of Noosa, the Sunshine Coast and Brisbane, we are offering this unique opportunity.
Coordinator ICT Services and Technology
Remuneration: Annual salary commencing at $98,049 plus superannuation
Closing Date: Sunday 21 August 2022 at 11.00pm AEST
No late applications will be accepted. Only applications received via Council's online application system will be considered. Unsolicited applications from agencies will not be considered.
Role Overview
The Coordinator ICT Services and Technology will have primary responsibility to work closely with several cross-functional IT delivery teams that are responsible for the end-to-end delivery of IT products under their remit and provide guidance and expertise in service delivery and process governance, practices and frameworks.
This role will work closely with the IT delivery teams to ensure that services are defined, changes are controlled, vendors are managed and Service Level Agreements are valued and met.
The Coordinator ICT Services and Technology will:
- Actively collaborate with customers, service owners, stakeholders, technical specialists and other teams to achieve effective and valued service experience.
- Take ownership of major incidents, problems, and user pains by coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
- Responsible to implement ICT service management procedures with branch leaders and performance reporting across all areas of ICT services.
- Undertake core ITSM functions such as major incident management, change management, vendor management problem management, and performance management.
- Act as Change Manager and manage the CAB.
- Optimise the service management user experience including workflow development, self-service identification and improvements, and implementation of ITSM processes.
- Develop, manage, and report on service level agreements.
- Work collaboratively with internal and external teams to ensure the successful delivery of Service Management across Council systems and services.
- Act as a point of escalation for all support operational issues and concerns for the defined ICT service portfolio.
- Gauge Customer Satisfaction by undertaking regular customer satisfaction reviews with all customers in the portfolio.
- Promote a collaborative team environment that fosters creativity, innovation, and knowledge capture/sharing.
What we are looking for
To be successful in this role, candidates should have:
- Experience in a team leadership role, or relationship management.
- Extensive experience with ITSM tools and methodologies (e.g. ITIL and SIAM).
- Customer Service experience.
- Comprehensive experience working with and troubleshooting end-user workstation environments and Microsoft Office 365.
- Experience working with and troubleshooting Windows Server environments.
- Experience configuring devices using Apple iOS and Android mobile platforms.
- Experience managing Active Directory, Microsoft Exchange and cloud services such as Microsoft Office 365, Azure, and related platforms.
- Understanding of networks, network hardware, networking concepts (TCP/IP, VPN, Routing, DNS, VLANs) and the ability to troubleshoot a variety of networking issues.
- Experience with wireless systems including end-user devices, access-points & wireless controllers.
- ITIL foundations V3 or V4+
Position Description
For a full position description containing essential and desirable criteria, please click here.
Who to Contact
For information regarding the requirements of this role, please contact Cameron Douglas, Manager Information and Technology on 5481 0963 or email cameron.douglas@gympie.qld.gov.au
For assistance lodging your application using Council's online system, please contact Rowena Chapman, Senior Officer Human Resources on 5481 0687 or email rowena.chapman@gympie.qld.gov.au
What we offer?
- Nine day fortnight/ten day fortnight/flexible work hours
- Access to employee health and well-being programs
- Fitness Passport: work out at over 25 local gyms for you and your family at a subsidised rate
- Long service leave after seven years
- Generous superannuation scheme of up to 13 per cent
- Access to salary sacrificing and salary packaging arrangements
- Employee assistance program offering free confidential counselling services for employees and their families.
Successful applicants will be required to undertake various checks such as skills, qualifications, reference, medical and national police.
How to apply
Keen to apply? Simply follow the instructions below:
1) Download and review the position description above
2) Complete the information below, as requested (please use an individualised email address as using another person's may effect your application, if you do not have one please follow this link to create a Gmail account)
3) Click 'APPLY'
4) Attach your resume, covering letter and a single document containing copies of your qualifications, licences or tickets as applicable.
5) Click 'NEXT' and 'CONFIRM'
Please note before continuing: It is advisable that you prepare your responses in a separate word or text document, saving your work as you go and that you then copy and paste this prepared information in the form before completing the application process. Please keep your responses to a maximum 300 words for each question.
Applications close on Sunday 21 August 2022 at 11.00pm AEST. No late applications will be accepted. Only applications received via Council's online application system will be considered.