Job Title: Front-Line Support Analyst
Designation: Administrative Officer 6
Job Summary (50 words)
This is a full-time position commencing on an ongoing basis from 01/04/2025. The successful applicant will coordinate the development and implementation of Agency Business Systems – Human and Shared Services Jira service management software improvements.
Job Description
The Department of Corporate and Digital Development Services invites applications for the role of Front-Line Support Analyst within the Agency Business Systems – Human and Shared Work unit. This position is responsible for coordinating the development and implementation of Agency Business Systems – Human and Shared Services Jira service management software improvements.
Key duties and responsibilities include developing, documenting, testing, and implementing service management software updates and improvements to align with the business goals of ABS-HSS service management. Additionally, the successful applicant will develop and analyse performance metrics, making recommendations to assist in the development and management of service level agreements and improved service outcomes.
Other key responsibilities include developing and documenting new ABS-HSS work instructions, scripts, and workflows, updating existing documentation and online forms, and communicating applicable changes to relevant target audiences. The successful applicant will also establish and maintain effective collaborative partnerships and alliances with key stakeholders to achieve outcomes.
Selection criteria for this position include proven demonstrated ability to develop, document, test, and implement service management software updates preferably in the Jira ticketing system, as well as demonstrated ability to manipulate, analyse, interpret, and present complex data sourced from various reporting environments and data sources.
Further information about the job requirements and selection criteria can be found in the attached Capability Framework .
Key Duties and Responsibilities
* Develop, document, test, and implement service management software updates and improvements to align with the business goals of ABS-HSS service management.
* Develop and analyse performance metrics, making recommendations to assist in the development and management of service level agreements and improved service outcomes.
* Develop and document new ABS-HSS work instructions, scripts, and workflows, update existing documentation and online forms, and communicate applicable changes to relevant target audiences.
* Establish and maintain effective collaborative partnerships and alliances with key stakeholders to achieve outcomes.
* Follow defined service quality standards, including Work Health and Safety policies and procedures, to ensure the timely delivery of high-quality outcomes, safe services and workplaces, data integrity, and security.
Selection Criteria
* Essential
o Proven demonstrated ability to develop, document, test, and implement service management software updates preferably in the Jira ticketing system.
o Demonstrated ability to manipulate, analyse, interpret, and present complex data sourced from various reporting environments and data sources.
o Ability to support change management in a rapidly changing, complex organisation.
o Proven ability to support development and maintenance of standard reporting environments including governance and auditing requirements.
o High level analytical and problem-solving skills with the ability to work under pressure and prioritise commitments to meet critical deadlines while maintaining high-quality data and reporting standards.
o Highly motivated with excellent interpersonal, oral, and written communications skills, with a demonstrated ability to work co-operatively within a team.
o Demonstrated work ethic and attitude which emulates DCDD values of being professional, accountable, honest, respectful, and innovative.
* Desirable
o Tertiary qualification (Degree) in a relevant discipline.
o Experience in ITIL Framework/Service Management.
o Experience with Jira Service Management Software.
Further Information
The recommended applicant will be required to have a current Working with Children Card and undergo a criminal history check prior to selection being confirmed. A criminal history will not exclude an applicant from this position unless it is a relevant criminal history.