The key duties of the position include:

The Role

Within the ICT Service Support function an APS 4 ICT Customer Support Officer is accountable under routine direction to perform and achieve moderately complex helpdesk, incident management, communication and application support work.

Some activities are as follows:

- Undertake IT Processes in accordance with the Information Technology Infrastructure Library (ITIL) Framework.
- Carryout technical and administrative support of Information Management Reform (IMR) applications throughout their operational life cycle.
- Communicate with relevant Stakeholders in relation to application status.
- Contribute to internal service review meetings.
- Resolve incidents, provide access and general enquiries for IMR applications in accordance with Service Level Agreement (SLA)s.
- Maintain procedures and instructions for the management and support of information systems.
- Maintain productive relationships with internal and external stakeholders, customers and service providers.
- Maintain intranet pages.
- Perform other duties required by Management.

About our Team

The Data and Information Directorate is responsible for implementing Enterprise Resource Planning (ERP) in Capability Acquisition and Sustainment Group (CASG) and migrating CASG data assets to the One Defence Data Platform. Implementation of these enterprise initiatives aim to establish a unified Defence data and analytics capability across CASG, Naval Shipbuilding and Sustainment Group, Guided Weapons and Explosive Ordnance, and their Capability Managers.

The Directorate also focuses on continuous improvement of information management in the areas of web management, collaboration tool support, records management, robotic process automation,



Information and Communication Technology requirements, and Defence Digital Group engagement. Furthermore, it strengthens project and portfolio performance management, reporting, and decision-making through engagement and integration across Defence and application improvements.

The Data and Information Directorate is within Group Business Management Division in CASG.

Our Ideal Candidate

Our ideal candidate would be someone that:

- Can lead and work well with a diverse group of people to achieve results.
- Has good verbal and written skills.
- Considers risk in determining course of action.
- Exemplifies APS values and conduct.
- Strives for results.
- Seeks to learn, be adaptive and inclusive.
- Can manage and deliver against competing priorities.

Eligibility

Security Clearance:

Applicants must be able to obtain and maintain a security clearance at Baseline Vetting level.

Getting to know the Department of Defence

The Department of Defence employs around 18,000 Australian Public Service (APS) employees. Defence APS employees work in a wide variety of critical roles, Australia wide, enabling our three services Navy, Army and Air Force, to do their job. Defence has a range of Australian Public Service (APS) career opportunities that offer interesting, challenging, and unique work. Our workforce includes administrative support, accountants, intelligence analysts, engineers, policy advisors, graphic designers, lawyers, social workers, IT specialists and contract managers to name a few. We offer a rewarding career that includes career development, work-life balance, recognition, a flexible and supportive work environment and a diverse workforce. To find out more about a career with Defence please visit https://www.defence.gov.au/jobs-careers

📌 Information Management Reform Sustainment Support Officer (Canberra)
🏢 Department Of Defence
📍 Canberra