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APS6 ICT Request Management Specialist

This Federal Government department supports and regulates what is considered a critical industry for everyday Australians.

Due to ongoing technology uplifts, there is an exciting opportunity for an ICT Request Management Specialist to join the team and support the ICT Service Desk.

Reporting to the Assistant Director of ICT Service Management, the successful candidate will be responsible for understanding the needs and pain-points of the business units.

This team member must work with the various business units, with varying IT background competency, and collaboratively and innovatively deliver IT services and solutions.

Key Responsibilities:

  • Be the gatekeeper for new initiatives.
  • Oversee the entire Request Management process, including the establishment of policies and procedures.
  • Identify opportunities for process improvement and implement best practice.
  • Collaborate with internal and external stakeholders to understand their requirements and expectations.
  • Analyse and optimise workflows to enhance the efficiency of the team.
  • Conduct training sessions for new initiatives to ensure that they are successfully adopted.
  • Establish and monitor KPI’s, including SLA’s.
  • Conduct regular audits and report on the outcomes to the Assistant Director of ITSM.
  • Implement measures to enhance customer satisfaction with a focus on service excellence.
  • Contribute to a positive culture that values innovation and ideas.

Essential Criteria:

  • Demonstrated technical knowledge and the ability to analyse requests, determine requirements and provide recommendations for solutions.
  • Extensive experience delivering IT support services and solutions.
  • Demonstrated strong customer service focus to drive IT process improvements and service efficiencies.
  • Demonstrated ability to communicate openly and effectively and to build strong professional relationships with staff, stakeholders and clients at all levels and across boundaries together with excellent interpersonal, negotiation and influencing skills.
  • Clear written and oral communication skills. The ability to influence effectively and concisely to audiences with a range of backgrounds.

Highly Regarded Criteria:

  • Bachelor of IT or Associated Degree
  • Bachelor of Business or Associated Degree
  • ITIL Certification.
  • Microsoft Certification
  • Experience working in government/public sector

What’s on Offer:

  • 12 month contract plus a 12 month extension option
  • Iconic industry supported by a notable Federal Government department
  • Flexible working arrangements available
  • Opportunity to obtain an Australian Government Security Clearance

Candidates who currently have Baseline Clearance Security Clearances are highly desirable.

Due to the nature of this role, this job is open to Australian Citizens only.
Calleo is an equal opportunity employer and we encourage applications from all people including Aboriginal and Torres Strait Islander peoples.

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