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
