The Operational Support Officer, Frontline Services Group is responsible for frontline operational support, delivery, maintenance and enhancement of QAS operational Information Communication and Technology (ICT) systems, including the delivery of centralised incident management.

Reporting to the Operations Manager, Frontline Services Group, the role will contribute to QAS service delivery through the supervision of operational ICT systems as implemented through the QAS ICT Strategy. The role engages in high level customer service and support for all systems and technologies, and provides authorative advice to both operational and corporate staff, key service provider stakeholders and government agencies.

Job details

We are seeking applicants who, within the context of the role responsibilities, possess the following key attributes:

• Demonstrated understanding of mission and business critical communications systems, policies and procedures, and contemporary issues impacting on the delivery of ambulance services; with the proven ability to provide high level advice and support to internal and external stakeholders regarding ICT systems and technologies that support the provision of frontline operational service delivery.
• Proven ability to apply operational knowledge to test and validate systems and processes used by the QAS and deliver high quality service through continuous improvement and risk/issue awareness, to ensure the service delivery systems are increasingly responsive to the needs of the QAS and its stakeholders.
• Proven ability to deliver quality customer service and effectively prioritise and manage service requests using analytical reasoning to interrogate data and record progress through to resolution, utilising service management software.
• Proven ability to work effectively as part of a team, collaborating to provide documentation regarding progress, risks, issues and recommendations to deliver efficient systems support service, in an environment of competing priorities and needs with limited resources.
• Demonstrated well developed communication, negotiation, consultation and collaboration skills, with an ability to listen to stakeholders' expectations and concerns and maintain productive working relationships.
• Demonstrated well developed analytical, problem solving, decision making and critical evaluation skills, to allow for the examination of complex problems and the development of a range of innovative strategies for their resolution.

The following mandatory requirements, special conditions and/or other requirements apply to this role:

• Applicants must have a minimum of an undergraduate degree in Paramedicine or Health Science (Paramedic); or an Associate Diploma of Applied Science (Ambulance); OR a Certificate III in Ambulance Communications - Call Taking and a Certificate IV in Ambulance Communications - Dispatch and certification to practice as an Emergency Medical Dispatcher in Queensland; or equivalent qualifications, as determined by the Commissioner, QAS.
• Applicants are required to hold an open Queensland “C” Class Driver's Licence.
• It is an express condition of employment for all people who are to perform roles with direct patient contact to be, and remain, vaccinated against the following infectious diseases during their employment: Diphtheria; Tetanus; Pertussis (Whooping Cough); Hepatitis B; Measles, Mumps, Rubella (MMR); Varicella (Chickenpox); Influenza. Please note, there may be additional vaccination requirements depending on individual circumstances as specified in the QAS Infection Control Framework.
• Whilst not mandatory, tertiary or postgraduate qualifications in ICT or a business-related discipline will be highly regarded.
• Position may require participation in shift work (including weekends and public holidays), on-call duties and undertake overtime.

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.

• 696843-26-Role Profile (Word, 1,013KB)
  
  
  696843-26-Applicant Information Kit August 2025 (PDF, 318KB)