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Senior Advisor ITSM Capability, Ongoing, SYDNEY

Ongoing full-time position
Grade 9/10
Sydney CBD

The Department of Customer Service (DCS) is a service provider, regulator and central agency of government. DCS is undertaking an ambitious digital transformation of government services, underpinned by its Digital Government Strategy.

About the Role
We are looking for a Senior Advisor ITSM Capability to join our Operations and Service Integration team. In this role you will be responsible for the continual service improvement of the IT Service Management (ITSM) capability within the Organisation in order to improve the organisation’s efficiency and effectiveness in Service Management.

Accountabilities will include:

• Manages substantial improvement programs to enhance capability and maximise service delivery outcomes
• Seeks out, identifies, proposes, and initiates capability improvement activities within the organisation typically driven by the need to enhance performance, satisfy new business opportunities or to respond to external drivers.
• Plans and manages the evaluation or assessment of organisational capabilities to inform better decision making and drive organisational outcomes
• Devises solutions and leads change initiatives including communication, transition and implementation activities to improve quality, reduce operational risk and ensure compliance against agreed standards and guidelines
• Takes action to exploit opportunities to deliver measurable, beneficial impacts upon operational effectiveness
• Ensures that incidents are handled according to agreed procedures and protocols , thereby reducing the impact of incident to the business.
• Ensures that resolved incidents are properly documented to provide insights for the development of strategies for the continuous improvement of customer support services

About you
To be successful in this role you will have:

• Strong knowledge of capability improvement approaches, techniques and metrics.
• Strong knowledge of ServiceNow
• The ability to produce integrated end-to-end solutions to deliver improved organisational performance in line with the department’s strategic plans and objectives.
• Excellent communication skills with the ability to negotiate with and advise stakeholders as well as the ability to analyse complex information, co-ordinate within and across the stakeholder base and draft reports.
• Good understanding of ICT and Business environments, Service Delivery, Risk and Governance, ISO standards and NSW Government ICT and Cybersecurity policy
• Ability to be a member of the Major Incident Management team on a 24x7 roster basis

Working at Department of Customer Service

The Department of Customer Service is a great place to work! Our values of accountability, trust, service and integrity drive our initiatives and culture. We support innovative programs in areas as broad as digital government, consumer protection and major public works. We are an inclusive organisation that celebrates diversity and flexible work practices and believe our people are our greatest asset.

Salary Grade 9/10, with the base salary for this role starting at $110,745 base plus superannuation

Click Here to access the Role Description. For enquires relating to recruitment please contact Pravesh Dutta via pravesh.dutta@customerservice.nsw.gov.au.

Closing Date: Thursday 18th February 2021 [09:59am]

The Department of Customer Service is proud to be an EEO Employer who are fully focused on equality and believe deeply in diversity of all identities making us different and a true reflection of our NSW customers. As an inclusive workplace, we support various employee resource groups, practice flexible work and workplace adjustment.

If you do require an adjustment during the recruitment process, please notify us on your application form.