The Bureau of Meteorology is seeking a qualified Senior SOE and Application Packaging Engineer to provide support to all its Nationwide footprint based out at the Bureau's Melbourne location. The successful applicant will be a key member of the Service & Infrastructure Management - End User Services (EUS) section within the Data and Digital group and will manage the day-to-day operations with minimal direction and engage in project work when they arise. You will have a key focus on ensuring an exceptional customer experience along with contributing to make the Bureau more productive, collaborative, and innovative. On a day-to-day basis provide Support to subscribers of ICT services including (not limited) to auditing, configuration, maintenance including support of software, hardware, and associated peripherals within supported ICT operating environments namely - Windows, Linux, and MacOS environments. The successful applicant will also be expected to provide advice, recommendations and report on all matters pertaining to ICT on both corporate and operational support related to the flow of meteorological information. In addition, the successful applicant will be required to take ownership and continuously improve end user activities end to end, enabling our staff a modernised end user experience. A calm assertive demeanour is required to ensure accountabilities are assigned and blockages overcome. The successful applicant will have proven practical experience in dealing with internal colleagues including senior leaders and external customers including vendors. The successful applicant will be ITIL certified and will be expected to participate in the development, implementation, and continuous service improvements. The successful applicant will: • Hold a Baseline security clearance, upgrading to Negative Vetting Level 1 (requirement for this role). • Have proven excellent written and verbal communication skills which will be required to liaise with internal colleagues, support teams, management, customers including vendors. • May be required to be available for on-call roster basis - applicable penalties applied. The key duties of the position include The responsibilities of the role include but are not limited to: 1. Complying with all Bureau work, health and safety policies and procedures, and taking reasonable care for your own health and safety and that of employees, contractors and visitors who may be affected by your conduct. 2. Established system administration skills across supported operating environments (Windows, Linux and MacOS) including ability to apply security practices being adopted/mandated across meteorological systems. 3. Provide strong leadership for services being delivered, demonstrating innovating qualities and continuous improvement to functions aligned to their remit including coaching/mentoring and demonstrating leadership characteristics. 4. Provide specialist advice on ICT systems for environments supported including an ability to manage tight timeframes, setting priorities, meeting tight timelines/deadlines and continuously developing new or established workflows/procedures aligned to practices being undertaken in achieving team goals which are aligned to the groups vision and mission with an emphasis on providing continuous service improvements. 5. Established system administration skills across supported operating environments (Windows, Linux and MacOS) including ability to apply security practices being adopted/mandated across meteorological systems. 6. Provide proficient advice and recommendations including being able to report on all matters pertaining to ICT aligned to the EUS services remit. Promote the "Shift-Left" strategy across EUS with the focus on continuous process improvements with a focus on self-service. 7. Utilise analytical skillset including an ability to contribute into ICT continuity/improvement processes which will feed into overall Business continuity processes and Disaster Recovery Plans for areas of responsibility. 8. Utilise knowledge base techniques in providing prompt service delivery including demonstrated customer service techniques. Utilise problem solving skills and an ability to coordinate activities with other subject matter experts including external parties such as vendors when required. 9. Engage with key stakeholders on a range of ICT matters, providing advice and feedback with a view to resolve or triage with an emphasis of service improvement including (not limited) attending key stakeholder forums and leadership forums. 10. Proven understanding of ITIL concepts with a focus on Incident, Problem and Change Management. 11. Use sound liaison and communication skills (written and verbal) and the ability to provide input into (not limited): • Standard Operating Procedures (SOP) • Knowledge Base (KB) • Proficiently resolving service requests/incidents whilst managing expectations (measured • against SLA's and KPIs) • Contribute into ICT continuity group plans 12. Use IT Service Management processes to support services and requests, including ITIL service delivery for matters pertaining to all EUS services. 13. Work flexibly and cooperatively with others to achieve team goals. Set work priorities, meet deadlines, and continuously develop workflows and procedures aligned to practices being undertaken with an emphasis of providing continuous service improvements. 14. Actively apply the principles and practices of Workplace Health and Safety, Workplace Diversity, Participative Workplace Practices, and other elements of the Bureau's Social Justice Strategy - http://www.bom.gov.au/careers/social-justice.shtml