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Provide Tier 2 ICT support to a wide range of Agency Business Systems – Group 1 (ABS 1) customers. This includes initial

processing of JIRA service tickets (Clinical, Child Protection, Youth Justice and Housing systems) within stringent timeframes and

in compliance with applicable service and security standards. The role also supports the ABS 1 Front-line Support team in other

administrative tasks, such as incident investigations, records management etc., as determined by the Manager Front-line Support.

Key Duties and Responsibilities:
1. Process JIRA service tickets within required time frames and relevant service delivery and security standards. Escalate issues

as required ensuring customer service delivery levels are not compromised.

2. Provide administrative support to the ABS 1 Front-line Support team which is effective, accurate and with a very high level of

attention to detail.

3. Follow and maintain standard operating procedures in line with business requirements.

4. Comply with defined service quality standards, work health and safety policies and procedures to ensure high quality, safe

services and workplaces are provided and maintained.

Selection Criteria

Essential

1. Demonstrated experience working with a service management ticketing system associated to the provision of ICT support to a

range of critical-impact clinical and client information systems.

2. Demonstrated sound organisational and time management skills, including the ability to prioritise tasks and work cooperatively

with other team members, to ensure service delivery deadlines and priorities are met.

3. Proven administrative experience administering information systems and extensive knowledge of Microsoft Office products,

especially Outlook, Word and Excel.

4. Demonstrated oral and written communications skills, including strong interpersonal and cross-cultural skills, to effectively liaise

and interact with people from diverse cultures and professional system users of critical-impact information systems.

5. Demonstrated work ethic and attitude which emulates DCDD values of being professional, accountable, honest, respectful and

innovative.

Desirable:
1. Knowledge of the roles and functions of the NT Government’s Department of Health and the Department of Territory Families,

Housing and Communities.

2. Understanding of ITIL framework/service management.

Further Information:
The recommended applicant will be required to 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. The recommended applicant will also

be required to hold a current NT Working with Children Card (Ochre Card) for duration of employment.

When choosing to apply for this position, the applicant should consider the full requirements of the position in aligning their work

experience and capabilities to this role. Please refer to the Capability and Leadership Framework and visit our website

https://dcdd.nt.gov.au/