Senior Service Delivery Specialist (Senior System Administrator)

Position: Senior Service Delivery Specialist (Senior System Administrator)
Commencing Date: As soon as practicable
Salary Range: $79,815 - $97,164 per annum depending upon experience
Classification: Full Time, Permanent
Closing Date: Monday 1 April 2024 unless filled prior

Southern Cross Catholic College, Annandale is a co-educational college that offers classes from Prep to Year 12. The College values effort, commitment and support and challenges students to become their best selves. In doing so, a college environment is provided in which students can grow holistically and promote activities, processes and structures that enhance a love of life.

Townsville Catholic Education supports a diverse region extending from Townsville to the Burdekin and Whitsunday regions in the south, and north to Ingham and Halifax, south-west to Winton, and west to the border with the Northern Territory, encompassing Mount Isa and several small, isolated western towns and east to Palm Island.

Townsville Catholic Education provides a supportive, flexible working environment where care for the individual is an important part of our ethos.  We employ motivated people who want to work together to produce excellent outcomes for our students. Our staff is recognised as being central to achieving our mission. 

About the role

The Senior Service Delivery Specialist (SSDS) is an Information Technology professional who supports services within the Southern Cross Catholic College Team. The SSDS maintains existing services to achieve TCE’s strategic outcomes. Working with stakeholders, the SSDS has a delivery focus to assist in the provision of creative solutions for improved services and outcomes within Southern Cross Catholic College. The SSDS will perform routine and non-routine professional tasks governed by approved Southern Cross Catholic College and TCE practices and procedures.

The SSDS works with the TCE Information Technology and Services (ITS) and the College Leadership Team to configure, plan, monitor and manage Service Delivery Services at Southern Cross Catholic College. The SSDS works as a high-level technician in the lifecycle of an incident, utilising experience and skills to solve complex technical issues with some emergent specialisation. The SSDS will be utilised as a project build resource and will be required to have a hands-on knowledge of software installation, hardware installation and other associated IT platform builds, both independently and as part of a team. The SSDS will have a high level of input into the Continual Service Improvement Program. As a senior role within Service Delivery, the SSDS will be expected to mentor and train junior employees and ensure documentation is available for skill sharing and training.

Key Accountabilities

• As a lead technician, provide guidance and execution within the incident lifecycle to ensure high standard ITS Support to all TCE students and employees
• Diagnose and troubleshoot complex technical issues
• Monitor and manage the performance of servers, software, hardware, and services as defined in the Service Catalogue
• Creation and maintenance of technical documentation
• Perform system monitoring and analysis, performance tuning, troubleshooting and escalating issues, including proactive problem resolution and complex problem analysis as necessary, maintain system performance to meet TCE student and employee demand
• Reduce operational risk and improve availability of the server infrastructure by ensuring system access, monitoring, control, evaluation and documentation practices are maintained and adhered to
• Develop, maintain and perform operational procedures and ensure operational tasks are performed reliably and consistently to reduce the risk of unplanned outages
• Evaluate new system hardware and software solutions and facilitate service assurance in the delivery of new projects
• Lead small ad-hoc teams as required

About You

• At least five years’ experience in Information and Communications Technology (ICT) roles
• Demonstrable experience in managing IT infrastructure
• Proven history of professional and confidential work ethic
• Demonstrated ability to lead and influence small teams
• Knowledge of ITIL v3+ service management processes/practices
• Ability to work after hours, both planned and ad-hoc
• Well-developed conflict resolution skills, with the ability to facilitate difficult conversations
• Well-developed attention to detail with the ability to balance competing deadlines
• Developed interpersonal skills, including an ability to build and maintain productive relationships with a broad stakeholder group.
• Enthusiastic, energetic, flexible with a proactive attitude

Mandatory Criteria

• Current Working with Children Suitability Card - The successful candidate will require a paid Blue Card before commencement as per the No Card, No Start policy developed by Queensland Government.
• Minimum 5 years’ experience in ICT roles
• Current Driver’s Licence
• Ability to travel from time to time within the Catholic Diocese of Townsville
• Ability to work on call and after hours as required
• Ability to perform the physical requirements of the role in a safe manner.

Desirable Criteria

• Windows, Hardware, Security, or other certifications highly desirable
• ITIL v4 qualifications
• Tertiary qualifications in a related field or equivalent experience
• Relevant industry experience in the education sector.

What we offer

• Competitive Salary 
• Annual Leave with 17.5% leave loading
• Salary packaging options 
• Modern facilities, equipment and resources
• Superannuation of 12.75% 
• Access to long service leave after 7 years of continuous service
• 14 Weeks’ paid parental leave
• Deferred Salary Scheme
• Corporate health insurance 
• Induction, professional development and learning opportunities
• Well-being programs and initiatives

How to apply

• Complete the application form
• Upload a cover letter addressing the skills, attributes and experience to support the key accountabilities of the role identified in the position description
• Upload a current resume including contact details (phone and email of two professional referees

Please see the Position Description for more information. 

Applications during the shortlisting phase will be kept confidential. 

Applications close 3pm Monday, 1 April 2024 unless filled prior.