The Digital Customer (Smart Service Queensland) team within the Department of Customer Services, Open Data and Small and Family Business provides digitally enabled whole-of-government services to the Queensland public through multiple channels including phone, counter and online. This stream brings together technology, development, products, design, engagement, and operations to deliver simpler connected services.

Job details

This position is part of the Department of Customer Services, Open Data and Small and Family Business (CDSB) as part of the recent Machinery-of-Government changes. CDSB is currently in negotiations for a certified agreement to cover all CDSB employees. In the meantime, the Core Agreement conditions apply to this position.

As the Senior Operations Officer, you will:

• Providing guidance and support to the team in the effective support and improvement of services and delivery of specialised projects, including the identification of dependencies, incidents and constraints, large scale deployment and technology and process improvements for Infrastructure and Technical Operation Services.
• Monitoring the job and service request system to ensure ongoing service delivery to Digital Customer (SSQ) corporate and call centre users by prioritising workflow for the team and managing more complex and/or escalated issues.
• Maintaining oversight of Technical Operations' resources, equipment and devices by monitoring asset management and maintenance; requisitioning appropriate level of supplies.
• Analysing data and statistics for the development of business reports and providing options and recommendations to Digital Customer (SSQ) management and stakeholders for ongoing and/or improvement of service delivery of Infrastructure and Technical Operations including service level availability and management, technical performance and capacity planning.
• Identifying, analysing and evaluating the impact of technological trends on Digital Customer (SSQ)'s ability to meet current and future business requirements and service delivery and providing options and recommendations to Digital Customer (SSQ) management.
• Ensuring ICT components and technical support are available to meet Digital Customer (SSQ)'s business needs by establishing and maintaining relationships with internal stakeholders and external suppliers, negotiating supply issues with vendors and escalating any performance issues in service level agreements with management.
• Maintaining personal professional development and contributing to the professional development of others, including the effective recruitment and selection of staff, sharing of knowledge and expertise, staff development and performance management.
• Creating and maintenance of technical documentation as required.
• Performing System Administration of Windows Active Directory.
• Maintaining and improving the operations of the Azure platform Landing Zone, RBAC and policy.

Applications to remain current for 12 months

Further information

We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.

Please ensure you download all attachments and follow the instructions on how to apply.

Documents

Before applying for this vacancy please ensure you read the documents below.

• 656610 25 Role Description (Word, 296KB)