Senior Service Delivery Specialist (Senior System Administrator)

Position: Senior Service Delivery Specialist (Senior System Administrator)
Salary Range: $83,574 - $95,904
Tenure: Full Time, Permanent
Commencing Date: 9 February 2024
Closing Date: Monday 22 January 2024 unless filled prior
supports a diverse region extending from Townsville to the Burdekin and Whitsunday regions in the South, North to Ingham and Halifax, South-West to Winton, and West to the border with the Northern Territory, encompassing Mount Isa and several small, isolated western towns and east to Palm Island.
Townsville Catholic Education provides a supportive, flexible working environment where care for the individual is an important part of our ethos. We employ motivated people who want to work together to produce excellent outcomes for our students. Our staff are recognised as being central to achieving our mission.
Townsville Catholic Education Office is currently seeking an experienced and dedicated Senior Service Delivery Specialist (Senior System Administrator). This is a Full Time, Permanent role based in Ingham, North Queensland commencing 9 February 2024.
About the role
The Senior Service Delivery Specialist (SSDS) / Senior System Administrator (SSA) is an Information Technology professional who supports services within the Information Technology and Services Team (ITS). The SSDS maintains existing services to achieve TCE’s strategic outcomes.
Working with stakeholders, the SSDS / SSA has a delivery focus to assist in the provision of creative solutions for improved services and outcomes within ITS. The SSDS / SSA will perform routine and non-routine professional tasks governed by approved ITS practices and procedures.
The SSDS / SSA works with the Service Delivery Lead to configure, plan, monitor and manage Service Delivery Services across TCE. The SSDS / SSA works as a high-level technician in the lifecycle of an incident, utilising experience and skills to solve complex technical issues with some emergent specialisation. The SSDS will be utilised as a project build resource and will be required to have a hands-on knowledge of software installation, hardware installation and other associated IT platform builds, both independently and as part of a team.
The SSDS / SSA will have a high level of input into the Continual Service Improvement Program. As a senior role within Service Delivery, the SSDS / SSA will be expected to mentor and train junior employees and ensure documentation is available for skill sharing and training.
The SSDS / SSA reports directly to the Service Delivery Lead, Information Technology and Services.
Key Accountabilities

• As a lead technician, provide guidance and execution within the incident lifecycle to ensure high standard ITS support to all students and employees
• Diagnose and troubleshoot complex technical issues
• Monitor and manage the performance of servers, software, hardware and services as defined in the Service Catalogue
• Creation and maintenance of technical documentation
• Perform system monitoring and analysis, performance tuning, troubleshooting and escalating issues, including proactive problem resolution
• Provide complex problem analysis as necessary, maintain system performance to meet student and employee demand
• Reduce operational risk and improve availability of the server infrastructure by ensuring system access, monitoring, control, evaluation and documentation practices are maintained and adhered to
• Develop, maintain and perform operational procedures and ensure operational tasks are performed reliably and consistently to reduce the risk of unplanned outages
• Evaluate new system hardware and software solutions and facilitate service assurance in the delivery of new projects
• Assist with the provision of proactive and reactive support, ensuring strategic and tactical objectives are aligned
• Ensuring required controls are adhered to without compromising responsiveness and availability
• Other duties as reasonably directed by the Service Delivery Lead and Senior Manager Information Technology and Services.

About you
Experience

• At least five years’ experience in ICT roles
• Demonstrable experience in managing IT infrastructure
• Demonstrated ability to lead small teams.

Knowledge

• Knowledge and resilience in managing stressful situations
• Knowledge of ITIL v3+ service management processes/practices.

Skills

• Well-developed conflict resolution skills, with the ability to facilitate difficult conversations
• Well-developed attention to detail with the ability to balance competing deadlines
• An ability to communicate effectively and confidently with a range of employees across TCE
• Developed interpersonal skills, including an ability to build and maintain productive relationships with a broad stakeholder group.

Mandatory Criteria

• Current Working with Children Suitability Card - The successful candidate will require a paid Blue Card before commencement as per the No Card, No Start policy developed by Queensland Government
• Tertiary qualifications in a related field or equivalent experience
• Current Driver’s Licence
• Ability to travel from time to time within the Catholic Diocese of Townsville
• Ability to perform the physical requirements of the role in a safe manner.

Desirable Criteria

• Windows, Hardware, Security, or other certifications highly desirable
• ITIL v4 qualifications
• Relevant industry experience in the education sector.

What we offer

• Competitive Annual Salary
• Annual Leave with 17.5% leave loading
• Access to salary packaging options to maximise employee benefits and salary
• Modern facilities, equipment and resources
• Access to additional Employer Superannuation Contributions
• Access to long service leave after 7 years of continuous service
• 14 Weeks’ paid parental leave
• Deferred Salary Scheme
• Access to corporate health schemes
• Induction, professional development and learning opportunities
• Wellbeing programs and initiatives

How to apply * Please complete the application form below

• Upload a current resume
• Upload a cover letter to support your application.

Please refer to the for more information.
Application close: 3pm Monday, 22 January 2024 unless filled prior.
Applications during the shortlisting phase will be kept confidential.
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