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Principal Analyst
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Management (Information & Communication Technology)
Government - State (Government & Defence)
Region/Directorate: INFO & TECH
Work Unit: Information & Technology
Closing Date: Midnight 14 November 2024
Reference No: QLD_QFD_20297_24
About usThe Queensland Fire Department (QFD) provides fire prevention, preparedness and response services to fire in the built and landscape environments, as well as scientific and specialist capabilities to Queensland communities.
The QFD provides a multi-hazard emergency response, including road crash rescue, bushfire, hazardous material, technical and vertical rescue, severe weather incidents, remote and swiftwater rescue, and provides a number of functions supporting community safety outcomes.
The department encompasses Queensland Fire and Rescue (QFR), Rural Fire Service Queensland (RFSQ), as well as the broader department which work together to pre-empt, prevent, mitigate and manage the consequences of fires and other emergencies on Queensland communities and support our large volunteer membership across the state.
The QFD is an organisation that is focused on reframing the department's relationship with Aboriginal and Torres Strait Islander peoples, communities, and organisations through the Path to Treaty, Closing the Gap and building our cultural capability.
Purpose of roleThe Service Management team is responsible for managing effective change and release process for new capability and providing coordination and management of major incidents and problems, including managing the service catalogue, improving customer experience, creating engaged customers and facilitating a trusted relationship with customers in operational and corporate support areas to achieve optimal outcomes for the departments strategic operational and business requirements.
Reporting to the Executive Manager, you will provide expertise and support to the effective operations of the ICT Service Centre, who are engaged as a first point of contact for ICT Support across the department, and provide expert advice on systems, procedures and practices to ensure the effectiveness of Service Centre functions to resolve technical, application, operational and maintenance issues and inquiries.
Your focus will be the performance, responsiveness, culture and capability of the team to be efficient, effective, and timely customer service and solutions to staff and volunteers.
Key requirementsHighly desirable requirements High-level technical Service Centre experience in a large, complex ICT environment.Experience in using ITSM tools for IT Service Delivery specifically ServiceNow, especially knowledgeable with Incident, Request, Critical Incident, Change, Problem.Experience and/or certification in ITIL 4 Foundations.Sound understanding and familiarity with Knowledge-Centered Support (KCS) principles and practices.Experience in trend identification, analysis and reporting.Experience in Quality Assurance strategies, processes, frameworks and best practice.Special requirements This role may require work to be performed out-of-business hours and in response to crisis management in support of operational employees who play a vital role in providing the 24/7, 365 days a year emergency response and public safety capability the organisation delivers to the Queensland community.Your key accountabilitiesYour part in the ongoing success of our department, in supporting key frontline services will see you responsible for a variety of work, including, but not limited to:
Lead and manage the functions of the ICT Service Centre Knowledge management system, and provide expert advice and training to ensure high-quality, consistent and timely, technical response, support and solutions is achieved.Lead and deliver an ITIL approach to Service Centre support to implement strategies, for continual improvements in operational effectiveness, and monitor performance, quality and completeness of issues, that foster positive end-user relationships that drive customer satisfaction.Develop, implement and oversee a competency and standards framework for Quality Assurance in a Service Centre environment, including the implementation of processes and procedures, tools and techniques for designing, monitoring, and managing the availability of ICT systems and services.Manage transfer to Service Centre of multiple projects and initiatives, in accordance with departmental objectives, providing recommendation to improve and implement policies, procedures and systems that enhance best practice, reporting and knowledge management, and ensure effective service delivery.Provide advice, consultancy and guidance to internal and external stakeholders on IT Service Centre related issues, information technology systems, and services incorporating data-based decision making, with a focus on determining and meeting customer needs.Coordinate and manage the identification, assessment and briefing to staff and management of new and emerging software technologies, products, methods, and techniques to enhance services and deliver an exceptional Service Desk environment.Manage the introduction and use of techniques, methodologies, tools and services to match overall current and future business requirements, and ensure a high-level of responsiveness, communication, professionalism, and overall staff knowledge.Develop and deliver business performance reports, and interpret the information and provide high-level advice to senior management on the development of customer service strategies.CapabilitiesTo determine your suitability for the role, you will be assessed on the following Leadership Competencies for Queensland behavioural profiles that link to the "key accountabilities" for this role:
Leadership Competency Stream – Program Leader(leading teams and/or projects) Vision Stimulates ideas and innovationLeads change in complex environmentsResults Drives accountability and outcomesAccountability Fosters healthy and inclusive workplacesDemonstrates sound governanceOnce you join us we will want you to exemplify the QFD shared values of:
RespectIntegrityTrustCourageLoyaltyTo find out more about the behaviours and competencies required for this role, visit Leadership competencies for Queensland.
You can also visit our website to find out more information about joining our team.
How to applyPlease refer to the QFD Public Service Application Guide [All PS Classifications/Streams and Senior Officer] for information on how to apply for this role and contact us to discuss any reasonable adjustments if required.
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