IDS Service Delivery Specialist

About Flinders

Our bold vision, captured in our Strategic Plan: making a Difference: The 2025 Agenda, is to be internationally recognised as a world leader in research, an innovator in contemporary education, and the source of Australia’s most enterprising graduates.

To realise this ambition, we recently made a significant organisation change to a six College structure with a professional staff and services alignment.

We recognise the key to our success is exceptional people and we’re seeking an outstanding individual to join the team of our transformed university.

Employment Type:

Fixed Term (Fixed Term)

Position Summary

Availability:
Fixed Term up to Oct 2023 Full-Time
Compensation:
Higher Education Officer Level 6
Salary Range:
$82,923 – $88,414 p.a.
Reporting to:
IDS College & Portfolios Service Delivery Lead
Information and Digital Services (IDS)
Under general to broad direction, the role is responsible for providing timely, consistent and quality service, support and advice to their allocated customer base.
The role is responsible for proactively engaging and supporting the customer to build a deep understanding of the customer’s priorities and activities. This role will also attempt to troubleshoot and resolve issues escalated by the IDS Service Delivery Officers.
The role will at relevant times be situated at the customer location, as agreed to between the customer and IDS, to meet both customer and IDS requirements.

Key Position Responsibilities

The key position responsibilities include: 

Technical Management & Support 

• Ensuring customer requests/incidents are responded to and resolved in a proactive, timely, consistent and professional manner in accordance with IDS processes and service level standards with the ability to pre-empt issues and be proactive. 

• Ensuring all customer requests/incidents are appropriately logged, updated, escalated and closed in relevant system(s) in accordance with IDS processes and assisting with issues escalated by other IDS Service Delivery Officers. 

• Supporting the deployment of end user devices, software upgrades, enhanced processes, and other relevant IDS services as required from time to time. 

• Supporting the delivery of IDS service delivery initiatives and improvements as required from time to time and continuously seek to improve current processes. 

Technical Vision & Roadmap 

• Maintaining an awareness and understanding of IDS vision and roadmap. 

• Supporting positive relationships with all relevant stakeholders, understanding their associated services and requirements, and applying this knowledge in the ongoing review and continuous improvement of role responsibilities. 

Technical Knowledge & Excellence 

• Supporting formal and informal market scanning and benchmarking activities to be aware of emerging market offerings and trends. 

• Periodically participating in knowledge building activities and events to be aware of latest/best practices related to the role and to keep skills and knowledge up to date. 

• Providing support to customers and stakeholders by identifying improvements to support services. 

Risk, Governance & Ways of Working 

• Identifying, managing and mitigating risks related to the activities being undertaken by the role in line with IDS and Flinders University policies and procedures. 

• Ensuring compliance with all relevant IDS and Flinders University policies and procedures.  

Other Responsibilities 

• Any other responsibilities in line with the level of the role as assigned by the Supervisor and/or the University. 

Key Position Capabilities

• Appropriate tertiary qualification in Information Technology or relevant technical area, and / or equivalent relevant experience in an IT environment.  

• Well developed experience in using market accepted service management systems, frameworks and methodologies to support service delivery operations. 

• Well developed thinking, planning and analytical skills, with advanced trouble shooting skills and the ability to provide timely responses under pressure. 

• General experience in building and managing customer relationships and expectations. 

• General experience in agile ways of working including exposure to scaled agile methodologies and/or collaborating and delivering through a matrix structure. 

• Well developed self-improvement and growth mindset/approach to the role and as part of a wider team. 

• Well developed interpersonal influence and demonstrated ability to negotiate, be proactive and communicate effectively with staff and customers across a diverse organisation particularly during the design, management and implementation of customer solutions. 

• Well developed technical expertise in supporting Windows, Apple macOS, Mobile OS (iOS and Android). 

• Higher education experience advantageous.

Prescribed Conditions for Employment:

• A National Police Certificate which is satisfactory to the University will be required by Flinders University before the successful applicant can commence in this position. If you have any queries in this regard please raise them with the named contact person in this Position Description in the first instance.

• In addition, it is a requirement of this position that the incumbent maintain a current Working With Children Check which is satisfactory to the University in accordance with the Child Safety (Prohibited Persons) Act 2016 (SA). 

• If you are required to work in any capacity, incidental or not, in a health care setting or other setting identified within a government direction issued pursuant to the Emergency Management Act 2004 (SA) or Public and Environmental Health Act 2011 (NT) you will be required to be vaccinated against COVID-19 and provide proof of your vaccination as a condition of your employment.

How to Apply

• Please review the Key Position Capabilities of the position description and submit a Suitability Statement of no more than 3 pages addressing the criteria. Applications without a Suitability Statement may not be considered. For more information, please see our How To Apply page.
• For more information regarding this position, please contact Rekha Polavaram
• Click here to view the Position Description

Information for Applicants:

A valid National Police Certificate which is satisfactory to the University will also be required before the successful applicant can commence in this position.

We are seeking to increase the diversity to improve equal opportunity outcomes for employees, and therefore we encourage female applicants, people with a disability and/or from Aboriginal or Torres Strait Islanders descent to apply.

Please note, late applications and applications sent via agencies will not be accepted.

Applications Close 11:59pm:

16 Nov 2022