This role is split approximately 50/50 between Level 1 Business Support (SPM / ServiceNow) and project support. It is a key position within our expanding ICT delivery team, supporting day-to-day operations and contributing to Federal Government ICT transformation programs.
As a Business Support Analyst and project support officer, you will play a critical role in supporting day-to-day business operations for the Strategic Portfolio Management (SPM) Application Suite (former EP3M) on the ServiceNow platform, resolving user issues, assisting with change management, and ensuring seamless coordination across Defence stakeholders. You will also have the opportunity to build knowledge and experience in project support, with structured mentorship provided by our delivery management team.
This role offers an exciting pathway into project delivery and management, as part of our commitment to developing long-term careers within TLS Consulting.
Core Business Support Responsibilities
* Level 1 Support: Provide first-line business support for SPM ServiceNow, including issue triage, incident management, and escalation to technical teams where required.
* IT Support Experience: Minimum 6 months of IT support experience required for Level 1 Help Desk. We will provide on the job training relevant to SPM ServiceNow.
* User Assistance: Assist end-users with navigation, troubleshooting, and guidance on SPM ServiceNow functions and processes.
* Service Management: Log, track, and resolve support requests in alignment with Defence service standards and timelines.
* Knowledge Base: Contribute to the development and maintenance of user guides, FAQs, and support documentation to improve self-service capability.
* Data Quality Assurance: Support monitoring and reporting on data integrity, ensuring accurate project, program, and portfolio information is maintained.
* Process Compliance: Ensure all support and service activities adhere to Defence ICT policies, standards, and security requirements.
* Security Clearance: Baseline security clearance required to meet ICT security requirements. We're happy to Support your NV1 Clearance.
* Stakeholder Communication: Act as the first point of contact for business users, maintaining clear communication and timely updates on issue resolution.
Collaboration & Continuous Improvement
* Cross-Team Coordination: Work closely with project managers, directors, technical teams, and Defence stakeholders to support operational needs.
* Change Enablement: Assist with change management activities to support adoption of new features, processes, and ServiceNow enhancements.
* Continuous Improvement: Identify and recommend opportunities for improving support processes, user experience, and system performance.
* Reporting & Insights: Assist in preparing basic reports and dashboards to support decision-making and highlight trends in support demand.
Project Support
As part of your career pathway, you will also gain exposure to delivery and project support responsibilities, including:
* Director/Project Support: Assists with day to day project support activities
* Project Coordination: Assist with project planning, scheduling, and coordination of project activities under senior project managers.
* Risk & Issue Tracking: Support monitoring and reporting of risks, issues, and dependencies across Defence ICT projects.
* Project Documentation: Contribute to the preparation of project charters, status reports, and delivery artefacts.
* Stakeholder Engagement: Participate in meetings, workshops, and governance forums to build confidence in managing Defence stakeholders.
Australian citizenship is mandatory.