Your key responsibilities:
* Provide feedback to clients and management regarding the status of problems and service requests to ensure that agreed service levels and client service standards are achieved. (SFIA: CSMG 4)
* Undertake change management activities associated with infrastructure provisioning. (SFIA: RELM 4)
* Analyse, advise, recommend and plan maintenance upgrades or enhancements requests for the Departmental IT infrastructure. (SFIA: ITOP 4)
* Research problems and resolve issues to ensure reliable and available services. (SFIA: PBMG 4)
* Provide third level support and maintenance of the Departmental IT infrastructure. (SFIA: USUP 4)
* Understand client's business drivers and contribute to client relationships by assisting in the performance analysis of client's infrastructure environments and making recommendations for improvement.
* Undertake the development and maintenance of procedures and guidelines to ensure continuous improvement of ITS operations.
* Participate in the development, design, implementation and evaluation of whole of Government IT related initiatives.
* Provide and maintain timely, client focused network, problem and service management for IT services and facilities.
* Provide mentoring and support to more junior engineers and support technicians in the appropriate use and support of technologies.
Technical skills, abilities and cultural capability:
* This role requires you to work with limited supervision in a specialist team and requires you to liaise with and build productive relationships with stakeholders within the branch and across the agency.
* Maintain knowledge of current trends, industry and technology directions and product road maps for enterprise infrastructure technology.
* Works on multiple activities simultaneously and adjusts priorities quickly as circumstances dictate.
* Establishes and maintain working relationships with team and internal and external stakeholders.
* Experience working in an ITIL based operating environment and ServiceNow.
Applications to remain current for 12 months.
Job Ad Reference: QLD/672801/25
Closing Date: Monday, 5th January 2026