<p><strong>Location:</strong> Manuka, Canberra<br><strong>Employment Type:</strong> Full-time, permanent<br><strong>Salary Range: </strong>$109,560 to $117,990 plus superannuation<br><strong>Start Date:</strong> April 2024<br><strong>Closing Date:</strong> 11.55 pm, Sunday 14 April 2024</p> <p><strong>About us</strong><br><br>Catholic Education, Archdiocese of Canberra and Goulburn (CECG) plays an integral role in education in the ACT and NSW, operating 56 Catholic Systemic Schools and nine Early Learning Centres.<br><br>The Catholic Education Office is committed to workforce diversity and creating inclusive workplaces. We welcome applications from suitable candidates from all diversity groups to support our system of schools and early learning centres in the delivery of quality education outcomes for the students in our care.</p> <p><strong>About the role</strong></p> <p>The Information Technology Service Management (ITSM) System and Support Administrator configures, optimises and manages the ITSM tool to ensure efficient IT service delivery and adherence to ITIL best practices. They will manage the Incident, Request, Change, Problem, Configuration and Asset Management processes and collaborate with teams to improve service delivery. They will also play a key role in ensuring the management of ICT knowledge management processes and systems.</p> <div> <p><strong>Benefits and Opportunities&nbsp;</strong></p> <ul> <li>A positive and collaborative workplace culture&nbsp;</li> <li> <div> <div>Attractive remuneration package with access to salary packaging</div> </div> </li> <li>24 weeks of paid parental leave (maternity/adoption)&nbsp;</li> <li>Up to 14 weeks of paid parental leave (paternity/non-initial primary carer leave)&nbsp;</li> <li>Support for professional development and study opportunities&nbsp;</li> </ul> </div> <p><strong>Key Responsibilities</strong></p> <ul> <li>System Configuration and Customisation.</li> <li>Incident, Request, Problem, Release and Change Management.</li> <li>Lead and progress various projects aimed at enhancing the ITSM tool and related processes.</li> <li>Monitor system performance using diagnostic tools and dashboards.</li> <li>Develop and maintain specific reporting requirements as directed by the Service Delivery Manager.</li> <li>Develop and maintain a centralised repository of knowledge articles, FAQs, and best practices.</li> <li>Capture knowledge from various sources like incident resolutions and change implementations.</li> <li>Train end-users on system functionality.</li> <li>Ensure smooth navigation and utilisation of the ITSM tool, including look and feel.</li> </ul> <p><strong>Essential Criteria</strong></p> <ul> <li>Diploma in Information Technology or equivalent industry experience.</li> <li>Current ITIL Foundation certification.</li> <li>Must hold or be willing to obtain a valid Working with Vulnerable People (WWVP) check and Child Protection (Working with Children Check) (WWCC)</li> <li>Australian Drivers License.</li> <li>Diploma in Information Technology or equivalent industry experience.</li> <li>Current ITIL Foundation certification.</li> <li>Must hold or be willing to obtain a valid Working with Vulnerable People (WWVP) check and Child Protection (Working with Children Check) (WWCC).</li> <li>Australian Drivers License.</li> <li>Significant experience managing and administrating ITSM tools (e.g., FreshService, ServiceNow).</li> <li>Demonstrated ability to manage small to medium projects using project management methodologies and frameworks.</li> <li>Problem-solving skills: Proficient in analysing complex issues and proposing effective solutions.</li> <li>Communication: Strong communication skills for interacting with stakeholders.</li> <li>Excellent Time Management Skills and Ability to Meet Deadlines.</li> <li>Excellent customer service skills with the ability to effectively communicate and work with a diverse customer base.</li> <li>Demonstrated ability to manage small to medium projects using project management methodologies and frameworks.</li> </ul> <p><em>Please refer to the position description for in-depth details regarding the position’s duties, criteria, and skill set required.<br></em></p> <div> <p><strong>Application Process&nbsp;</strong></p> </div> <div> <p>Applicants must submit a cover letter and resume, including a statement of suitability against the skills, attributes, and experience outlined in the Position Description.&nbsp;</p> </div> <div> <p>This position involves working with children. The appointment of successful applicants will be subject to satisfactory employment screening for child-related employment in accordance with CE policy.&nbsp;</p> </div> <div> <p>For further information about the School, please visit our&nbsp;<a href="https://www.holyspirit.act.edu.au/" target="_blank" rel="noopener noreferrer">website</a>. Information about the Catholic Education Archdiocese of Canberra &amp; Goulburn can be accessed&nbsp;<a href="https://cg.catholic.edu.au/" target="_blank" rel="noopener noreferrer">here</a>.&nbsp;</p> </div> <div> <p><strong>Application queries:</strong> Please contact the Recruitment team on 02 6218 0007 or via email&nbsp;<a href="mailto:recruitment@cg.catholic.edu.au" target="_blank" rel="noopener noreferrer">recruitment@cg.catholic.edu.au</a>.&nbsp;</p> </div> <p>&nbsp;</p><br><br><p><img src="https://az29734.vo.msecnd.net/static/people/icons/icon_file_small.gif" alt="Download File">&nbsp;<a href="https://careers.cg.catholic.edu.au/cw/en/PositionDescriptionDocument/502955/itsm-system-and-support-administrator">Applicant Information Pack</a></p>