The IT Service Management Support Officer role contributes to the day-to-day activities performed by the IT Service Management team in providing a service to stakeholders from Health and Community Services and Canberra Health Services. The position will be required to engage in continual problem solving, manage issues and have multi-tasking skills, and demonstrate an agile approach to meet the changing needs of clients. When required, the position will be required to provide support outside of usual business hours for emergency or urgent issues. This will be using either on-call or emergency overtime arrangements. Under the broad direction of the hub’s Director, you will: Provide support to the day-to-day operations of the IT Service Management functions including Change Management, Incident and Problem Management, Service Transition, Knowledge Management and Asset Management. Contribute to organisational compliance, performance, and improvement of individual IT Service Management / ITIL processes. Develop and maintain standard user documentation (e.g. procedures, FAQs, guidelines). Provide guidance and training to achieve a high level of understanding and compliance. Assist with secretariat duties for relevant governance committees. Assist with the creation and distribution of communication items for Incident Management and Change related events. Manage relationships and processes between the team, health service stakeholders and other relevant stakeholders in relation to policies, procedures and support . Contribute to and manage small ICT projects and work packages in relation to IT Service Management processes. Undertake other duties appropriate to this level of classification which contribute to the operation of the Division. We are committed to creating an inclusive environment where people with diverse thoughts, lived experience, and perspectives can thrive and contribute their unique talents to the ACTPS and ACT community. We encourage Aboriginal and Torres Strait Islander people, people with disability, people with culturally and linguistically diverse backgrounds, veterans, younger and older workers, and people with diverse genders, sexes and sexualities to apply. Eligibility/Other Requirements: Qualifications in ITIL or experience working in an ITIL environment would be an advantage but not essential. Experience in the support and management of Health IT applications. All ACT employees are required to undergo employment screening. However, if you are selected for this position you will be required to gain and maintain a Negative Vetting Level 1 National Security Clearance. If the screening is not successful, your employment in the role will not commence or, if already commenced, will be reassessed. Be available to work on an out-of-hours roster to support the 24/7 critical nature of the Health systems’ environment. This role is required to undergo a pre-employment National Police Check. Notes: A Merit Pool will be established from this selection process and will be used to fill vacancies over the next 12 months. Selection may be based on application and referee reports only. How to Apply: Please submit a written application of no more than two pages responding to the required Selection Criteria in the attached Position Description and a current curriculum vitae. Applications should be submitted via the Apply Now button below. Digital Canberra Digital Canberra was established on the 1 July 2025, amalgamating positions which previously were advertised under Chief Ministers and Economic Development Directorate and ACT Health Directorate. LI-DNI
