ICT Operations, APS 5 & 6, Chief Information Officer

About the Department

The Department of Industry, Science and Resources and our broader portfolio are integral to the Australian Government’s economic agenda. Our purpose is to help the government build a better future for all Australians through enabling a productive, resilient and sustainable economy, enriched by science and technology. We do this by :

• Growing innovative & competitive businesses, industries and regions
• Investing in science and technology
• Strengthening the resources sector.

The APS and the department offer a clear direction and meaningful work. You will be able to create positive impact in people’s lives whilst contributing to improved outcomes for Australia and our people.

If you would like to feel a strong connection to your work and you are accountable, committed and open to change, join us in shaping Australia’s future.

Please see the APSC’s APS Employee Value Proposition for more information on the benefits and value of employment within the APS.

About the team

The Chief Information Officer Division is an exciting, diverse, and dynamic division that drives the digital agenda for the department.  Leading the delivery of the department’s digital offerings and transformation, the CIO Division partners with business areas and stakeholders to :

• Realise the digital policy objectives of the department,
• Define the department’s digital landscape,
• Co-design digital experiences making it simpler to innovate, collaborate and communicate, and
• Drive the innovation and transformation of IT services.

The ICT Operations Branch is one of three branches sitting within the Chief Information Officer Division (CIOD) and is instrumental in the delivery of infrastructure and support to the department, running ICT for the enterprise. The Corporate and Digital Support Team, part of ICT Operations, provides frontline support and high-level customer service for level one corporate and technical assistance to staff and clients.

The Desktop, Asset and Executive Support team, also within ICT Operations, delivers high-level customer service and specialised technical support across various technologies and services to all department staff, including Ministerial offices.

Our ideal candidate

Our ideal candidates are motivated individuals who demonstrate enthusiasm and reliability through their diverse client interactions and customer experience

APS 5

• Strong problem-solving skills with the ability to address recurring issues across a wide range of end-user hardware and software.
• Experience providing Level 2 ICT Support, including triage and resolution of incidents, provisioning ICT equipment, and providing technical support for video conferencing systems.
• Excellent communication skills with the capability to explain technical ICT concepts and support end-users with a customer-focused approach.
• Commitment to continuous learning, including developing and sharing knowledge through documentation.
• Well-developed interpersonal skills, with the ability to work collaboratively within a team environment and all areas of the organisation.
• Experience with managing competing priorities and adapting to change within a service delivery environment.

APS 6

In addition to the above, ideal candidates will have;

• Experience in staff management, including development and coaching
• Manage relationships with stakeholders to achieve work area and departmental goals
• Identify and investigate inter-related issues to proactively resolve issues for VIP clients (Senior Executive and Ministerial staff)
• Experience with planning, scheduling and delivery of BAU and small-scale ICT activities within a team environment

Our department has a commitment to inclusion and diversity, with an ambition of being the best possible place to work. This reflects the importance we place on our people and on creating a workplace culture where each and every one of us is valued and respected for our contribution. Our ideal candidate adds to this culture and our workplace in their own way.

What you will do

APS 5

• Provide Level 2 ICT support to department staff for end-user hardware and software via phone, email, instant messaging, service requests or face to face onsite support.
• Provision and manage ICT equipment for department staff, ensuring accurate record-keeping of the ICT asset register.
• Provide technical support and consultation for video conferencing and digital collaboration services.
• Monitor and prioritise ICT tasks and incidents to meet service level agreements.
• Produce and maintain knowledge base articles of operational and technical practices for continuous improvement and auditing purposes.
• Collaborate with enablement teams to resolve ICT incidents and deliver high-quality customer service to department staff.
• Provide ICT support as part of an out-of-hours on-call roster.

APS 6

• In addition to the above, the APS6 role / s will;
• Supervise and provide coaching and mentoring to junior staff within the team including technical upskilling
• Provide high level relationship management with the Executive and Ministerial Offices
• Working with the leadership team to identify areas to improve customer experiences

Eligibility

To be eligible for employment in the APS and the department, candidates must be Australian Citizens.

A minimum baseline security clearance is required, though some positions may require a higher-level security clearance and successful candidates will be required to obtain and maintain a clearance at this level.

Notes

Some positions may require a component of overtime and 24 / 7 on-call duties. Interstate travel may also be required to carry out certain duties.

A merit pool may be established and used to fill future vacancies within 18 months from the date the vacancy was first advertised in the Gazette.

The department does currently offer flexible work opportunities for many roles. This vacancy is ACT - Industry House based, although flexible or remote work arrangements may be considered. Please reach out to the contact officer to discuss this further.

Application information

Your application must not contain any classified or sensitive information. This includes in your application responses, CV and any other documents. The selection panel may not consider applications containing classified information.

Please provide a pitch explaining how your skills, knowledge and experience will be relevant to this role and why you are the best candidate for the position. Your pitch can contain no more than 750 words and should align to the key duties listed above.

Please complete your application online and provide your current CV with your application. (CVs must be in .doc, .docx, or .pdf format).

Accessible application documentation is available in other formats on request. Please contact

• or (
• if you require assistance with your application.

Please refer to our Applying for a position information for additional information on how to apply.

Contact Information

For more information regarding this opportunity, please contact Will King on

• or via email on