Ict Analyst (Major Incident & Problem Coordinator)

About the role:

The ICT Analyst - Major Incident & Problem Coordinator role is a Melbourne CBD based role within the Service Integration and Management (SIAM) Team. In this role, you will be responsible for the coordination activities associated with the ICT Major Incident & Problem Management processes. This includes assisting the Major Incident Management team with the service restoration activities of IT Major Incidents, facilitation of technical bridges, conducting post incident reviews, coordinating of root cause investigations, and day-to-day Problem Management duties. 

As part of your role, you will be required to participate in on-call duties, a rotational roster shared across the Major Incident Management team.

This role is truly challenging, requiring resilience, flexibility, and responsiveness.

You will work closely with various stakeholders (internal and external) across several technologies in a multi-vendor environment.

Victoria Police is a contemporary and agile workplace and supports flexible working arrangements.

Your duties will include:

This critical and highly impactful role within Victoria Police will focus on providing an exceptional and professional customer experience for all Victoria Police staff. 

As an ICT Analyst - Major Incident & Problem Coordinator you will:

• Assisting the Victoria Police ICT Major Incident & Problem Managers with the service restoration activities of Major Incidents.
• Coordinating the Agenda and Minutes for the Post Incident Review, Problem Meetings and Problem Review Board.  
• Facilitating technical bridges for Major Incidents.
• Facilitating problem/root cause investigation meetings.
• End-to-end management of Major Incidents and problem lifecycle management.
• Provide post incident documentation for high priority incidents, where the appropriate criteria have been met.
• Driving timely resolution of escalated incidents for the priority and sensitive customers/users.
• Validation of problem resolution and proposed solutions with the relevant stakeholders

For more information, please see attached role statement.

As the successful applicant, you will have:

• At least 5 years of relevant experience in Major Incident & Problem Management.
• ITIL v3 Foundation or ITIL 4 Foundation certified at a minimum.
• Experience with working on ServiceNow toolset.

Requirements and relevant information:

• One (1) x full-time, ongoing position available.
• This position is located at Victoria Police Centre, 311 Spencer Street, Docklands.
• Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa.
• The successful applicant will be required to undergo pre-employment checks which may include fingerprint checks and misconduct screening.

Your application must include:

• Resume
• Completed application form - the word document (2. Application Form) for you to complete and attach to your submission, is attached to the job advertisement. 

Applications close midnight, Friday 15 March 2024.

Please Note: All applications will need to be submitted through one of the following platforms: Jobs and Skills Exchange (JSE) website, Victorian Government careers website (Careers.vic) or Seek. Applications will not be accepted via other platforms or email.

Current Victorian Government employees must apply via Jobs and Skills Exchange (JSE). 

For further information, please contact: Praneeth Pally on (03) 8533 1412 or Praneeth.Pally@police.vic.gov.au.

We welcome applications from people with disability. If you have a disability/medical condition and require a copy of this advertisement and attached documentation in an accessible format or would like to discuss an access requirement/reasonable adjustment for the recruitment process, please contact VPS Recruitment via email VPSRECRUITMENT@police.vic.gov.au or on (03) 8335 8082.

About Us:

Victoria Police has a dedicated workforce of more than 22,000 employees consisting of police, protective services officers, police custody officers, and public service staff. Each employee plays a vital role in providing the 24/7, 365 days a year emergency response and public safety capability the organisation delivers to its community. As a Victoria Police employee, you have a dedication and commitment to community safety. 

Having a workforce that reflects the community we serve is important to Victoria Police. We want to attract and retain people of all genders, ages, religions, disability, sexual orientation, family and caring responsibilities, and cultures including people of Aboriginal and Torres Strait Islander heritage. If you are interested in a position, we encourage you to apply as we celebrate the benefit that diversity brings to our employees, our services, and our community.

Find out what it is like working as a Victorian Public Servant for Victoria Police: https://www.police.vic.gov.au/vps