AddressThe APS6 Senior Tier 2 Support Officer will be part of the Incident Management team. The incident management team is the key point of contact within DVA for the delivery of services via the ICT Shared Services agreement between Services Australia and DVA. This team coordinates the provision of incident monitoring and resolution facilitation, change control coordination and associated administrative responsibilities.
The key duties of the position include
- Manage system incidents and problems and identify business impacts, business priority, system workarounds and defect resolution as part of the release and change management cycle
- Provide technical support to internal and external users on issues related to DVA business applications
- Analyse and interpret complex business processes including clear solution requirements for IT and business where the preparation of requirements documentation is required
- Identify gaps in business capability and interpret and translate business problems to support ICT resolutions
- Identify business stakeholders and develop and establish relationships between business and ICT
- Establish and maintain positive relationships between business and our ICT Shared Services Provider, through polite, supportive, client sensitive, and accurate communication
- Assist in building team members knowledge base/capability and provide expert advice, guidance and support to team members, other colleagues and management across a geographically dispersed team
- Collaborate with colleagues to determine any process that require improvement or can be handled more efficiently, and ensure documentation and procedures are created or updated as required
- Assist with reporting on progress, risks and issues
- Assist with other project related activities or ad hoc ICT requests as required.
