ITSM Process Owner (VPSG5)

Job posted: 19/03/2020
Applications close: 12/04/2020 (Midnight)
6 days remaining

6 days remaining

Job Description

Location: Western Region | Ballarat

Job type: Full time / June 30 2021

Organisation: Department of Premier and Cabinet

Salary: $98,396 - $119,052

Occupation: IT and Telecommunications

Reference: VG/1457613

Reference: VG/1457613

Occupation: IT and Telecommunications

Salary Range: $98,396 - $119,052

Work location: Western Region | Ballarat

Who we are

Service Victoria is an Administrative Office within the Department of Premier & Cabinet and is charged with simplifying, improving and modernising essential government transactions and delivering customer service.

We are working hard to deliver a customer service system around what Victorians want and need, rather than what works for government. We know people want easier access to government transactions, including online options.

Our staff are customer-centric and work in project teams made up of subject matter experts from a range of backgrounds - including customer experience, product development, public policy, corporate operations, information technology and service management.

The opportunity

Service Victoria has delivered its initial three-year program, which included establishing the new agency and delivering a digital services platform of contemporary cloud-based infrastructure, technical architecture and scalable and reusable common capabilities, with real-time integration into agency legacy systems.

We are now in our operational phase and have served more than 950,000 customers with customer satisfaction at around 96 percent. Service Victoria will continue to progressively add new transactions and new functionality to existing capabilities, including digital licences, digital proof of identity, online accounts and payments.

Service Victoria is now focused on building the future organisation and the appropriate IT organisation structure and capability that will allow the implemented solutions to be maintained, supported and expanded on an on-going basis.

The Digital Support Team  

Working within our Digital Suppor team,you will help ensure a top class support experience for our customers and agency stakeholders by establishing, operating and continuously improving our ITSM Processes. You will have the opportunity to develop ITSM cross functional processes across various vendors and service towers to ensure end to end delivery of customer and agency support needs. You will also be engaged in operating some of these processes on a day to day basis. Collaborating with internal and external stakeholders and internal software development and engineering teams, you will ensure our ITSM processes align with our DevSecOps operating model.

This challenging and exciting role will demand your exceptional communication skills; requiring you to effectively convey ITSM processes to stakeholders and ensure they are actionable, understandable and persuasive. The ability to combine latest in technology and tools with corresponding processes in a aglie software environment is also a must. Your genuine passion for providing best customer support and improving processes and ways of working continuously will be favourably regarded.

The closing date for this position is midnight, Sunday 12 April 2020.

This position is only open to applicants with relevant rights to work in Australia.

This position is open to current VPS employees only. 

How to apply:

Apply before the advertised closing date, all applications should include:

  • a resume
  • a cover letter which addresses the key selection criteria (within three pages)

Other relevant information:

Preferred candidates will be required to complete a Pre-employment Declaration and Consent form. Employment of successful candidates will be subject to a National Police Check.

DPC actively promotes diversity, inclusion and an equal opportunity workplace. We welcome applicants from all diverse backgrounds, including Aboriginal and Torres Strait Islander peoples and people with disabilities. All roles at DPC can be worked flexibly, however it may differ from role to role.

ITSM Process Owner (VPSG5)

Job type:

Full time / June 30 2021

Job classification:



Varun Chopra | 0417 454 363

ITSM Process Owner (VPSG5)