Service Delivery Officer

About Flinders

Our bold vision, captured in our Strategic Plan: making a Difference: The 2025 Agenda, is to be internationally recognised as a world leader in research, an innovator in contemporary education, and the source of Australia’s most enterprising graduates.

To realise this ambition, we recently made a significant organisation change to a six College structure with a professional staff and services alignment.

We recognise the key to our success is exceptional people and we’re seeking an outstanding individual to join the team of our transformed university.

Employment Type:

Fixed Term (Fixed Term)

Position Summary

Availability:
3 Positions - Fixed-Term, Full Time available for 1 year
Compensation Grade:
Higher Education Officer 5
Salary Range:
$72,885 - $80,438 pa
Reporting to:
IDS Service Delivery Support Lead
We are seeking a customer centred Service Delivery Officer that values collaboration and positive team culture, to join our high performing and dynamic team.
Under general direction, the role is responsible for providing service, support and advice to customers that satisfy their information and digital service needs.
This role provides the first point of contact for IDS customers on service delivery issues. It is responsible for receiving and responding to requests from customers via any of the relevant service delivery channels available to customers.

Key Position Responsibilities

The key position responsibilities include: 

Technical Management & Support 

• Assisting with and responding to and resolving customer requests/incidents in a timely, consistent and professional manner in accordance with IDS processes and service level standards. 

• Logging, updating, escalating and closing customer requests/incidents in relevant system(s) in accordance with IDS processes. 

• Assisting with the deployment of end user devices, software upgrades and other relevant IDS services as required. 

Technical Vision & Roadmap 

• Maintaining an awareness and understanding of IDS vision and roadmap. 

•  Supporting positive relationships with all relevant stakeholders and understanding their associated services and requirements.  

Technical Knowledge & Excellence 

• Assisting with market scanning and benchmarking activities to be aware of emerging market offerings and trends. 

• Periodically participating in knowledge building activities and events to be aware of latest/best practices related to the role and to keep skills and knowledge up to date. 

• Providing support to customers and stakeholders as required. 

Risk, Governance & Ways of Working 

• Identifying, managing and mitigating risks related to the activities being undertaken by the role in line with IDS and Flinders University policies and procedures. 

• Ensuring compliance with all relevant IDS and Flinders University policies and procedures. 

Other Responsibilities 

• Any other responsibilities in line with the level of the role as assigned by the Supervisor and/or the University. 

Key Position Capabilities

• Appropriate tertiary qualification in Information Technology or relevant technical area, and / or equivalent relevant experience in an IT environment. 

• General experience in using market accepted service management systems, frameworks and methodologies to support service delivery operations. 

• Well developed analytical skills. 

• Exposure to Agile ways of working including exposure to scaled agile methodologies and/or collaborating and delivering through a matrix structure. 

• Effective self-improvement and growth mindset/approach to the role and as part of a wider team. 

• Effective interpersonal influence and ability to negotiate and communicate effectively with staff and customers across a diverse organisation. 

• General technical expertise in supporting Windows, Apple macOS, Mobile OS (iOS and Android). 

• Higher education experience advantageous. 

In addition, it is a requirement of this position that the incumbent maintain a current Working  With  Children Check which is satisfactory to the University in accordance with the Child Safety (Prohibited Persons) Act 2016 (SA).  

If you are required to work in any capacity, incidental or not, in a health care setting (as defined in a government direction issued pursuant to the Emergency Management Act 2004) you will be required to be vaccinated against COVID-19 and provide proof of your vaccination as a condition of your employment.

Information for Applicants:

You are required to provide a suitability statement of no more than three pages, addressing the key capabilities of the position as outlined above. In addition, you are required to upload your CV.

A valid National Police Certificate which is satisfactory to the University will also be required before the successful applicant can commence in this position.

We are seeking to increase the diversity to improve equal opportunity outcomes for employees, and therefore we encourage female applicants, people with a disability and/or from Aboriginal or Torres Strait Islanders descent to apply.

Please note, late applications and applications sent via agencies will not be accepted.

Applications Close 11:59pm:

24 Nov 2021

About Flinders

Our bold vision, captured in our Strategic Plan: making a Difference: The 2025 Agenda, is to be internationally recognised as a world leader in research, an innovator in contemporary education, and the source of Australia’s most enterprising graduates.

To realise this ambition, we recently made a significant organisation change to a six College structure with a professional staff and services alignment.

We recognise the key to our success is exceptional people and we’re seeking an outstanding individual to join the team of our transformed university.

Employment Type:

Fixed Term (Fixed Term)

Position Summary

Availability:
3 Positions - Fixed-Term, Full Time available for 1 year
Compensation Grade:
Higher Education Officer 5
Salary Range:
$72,885 - $80,438 pa
Reporting to:
IDS Service Delivery Support Lead
We are seeking a customer centred Service Delivery Officer that values collaboration and positive team culture, to join our high performing and dynamic team.
Under general direction, the role is responsible for providing service, support and advice to customers that satisfy their information and digital service needs.
This role provides the first point of contact for IDS customers on service delivery issues. It is responsible for receiving and responding to requests from customers via any of the relevant service delivery channels available to customers.

Key Position Responsibilities

The key position responsibilities include: 

Technical Management & Support 

• Assisting with and responding to and resolving customer requests/incidents in a timely, consistent and professional manner in accordance with IDS processes and service level standards. 

• Logging, updating, escalating and closing customer requests/incidents in relevant system(s) in accordance with IDS processes. 

• Assisting with the deployment of end user devices, software upgrades and other relevant IDS services as required. 

Technical Vision & Roadmap 

• Maintaining an awareness and understanding of IDS vision and roadmap. 

•  Supporting positive relationships with all relevant stakeholders and understanding their associated services and requirements.  

Technical Knowledge & Excellence 

• Assisting with market scanning and benchmarking activities to be aware of emerging market offerings and trends. 

• Periodically participating in knowledge building activities and events to be aware of latest/best practices related to the role and to keep skills and knowledge up to date. 

• Providing support to customers and stakeholders as required. 

Risk, Governance & Ways of Working 

• Identifying, managing and mitigating risks related to the activities being undertaken by the role in line with IDS and Flinders University policies and procedures. 

• Ensuring compliance with all relevant IDS and Flinders University policies and procedures. 

Other Responsibilities 

• Any other responsibilities in line with the level of the role as assigned by the Supervisor and/or the University. 

Key Position Capabilities

• Appropriate tertiary qualification in Information Technology or relevant technical area, and / or equivalent relevant experience in an IT environment. 

• General experience in using market accepted service management systems, frameworks and methodologies to support service delivery operations. 

• Well developed analytical skills. 

• Exposure to Agile ways of working including exposure to scaled agile methodologies and/or collaborating and delivering through a matrix structure. 

• Effective self-improvement and growth mindset/approach to the role and as part of a wider team. 

• Effective interpersonal influence and ability to negotiate and communicate effectively with staff and customers across a diverse organisation. 

• General technical expertise in supporting Windows, Apple macOS, Mobile OS (iOS and Android). 

• Higher education experience advantageous. 

In addition, it is a requirement of this position that the incumbent maintain a current Working  With  Children Check which is satisfactory to the University in accordance with the Child Safety (Prohibited Persons) Act 2016 (SA).  

If you are required to work in any capacity, incidental or not, in a health care setting (as defined in a government direction issued pursuant to the Emergency Management Act 2004) you will be required to be vaccinated against COVID-19 and provide proof of your vaccination as a condition of your employment.

Information for Applicants:

You are required to provide a suitability statement of no more than three pages, addressing the key capabilities of the position as outlined above. In addition, you are required to upload your CV.

A valid National Police Certificate which is satisfactory to the University will also be required before the successful applicant can commence in this position.

We are seeking to increase the diversity to improve equal opportunity outcomes for employees, and therefore we encourage female applicants, people with a disability and/or from Aboriginal or Torres Strait Islanders descent to apply.

Please note, late applications and applications sent via agencies will not be accepted.

Applications Close 11:59pm:

24 Nov 2021