• Total remuneration range $129,036 to $148,172 pa
• Full-time continuing appointment
• Toowoomba, Springfield or Ipswich campus

• Total remuneration range $129,036 to $148,172 pa
• Full-time continuing appointment (36 hours/week)
• Toowoomba, Springfield or Ipswich campus

At Uni SQ, Australia’s leading regional University, we’re committed to innovation, excellence and providing an exceptional experience for our students and staff. Our ICT Client Support team plays a vital role in delivering high-quality, proactive services to ensure a seamless ICT experience across all Uni SQ campuses.

As we enter a period of transformation and innovation, an opportunity is available for an Incident and Reactive Support Lead to join our team to maintain a robust and resilient ICT environment, minimising the impact of ICT incidents when they occur.

Who you are

You’re a proactive and solution-oriented ICT professional with a passion for delivering service excellence. You thrive in an environment where no two days are the same, and where your ability to lead and manage ICT incidents directly impacts the smooth running of a large organisation.

What you'll do

As the Incident and Reactive Support Lead, you will have ownership of the entire incident response process within ICT ensuring that when issues arise, they’re swiftly addressed with minimal disruption to the University’s operations. You’ll act as the primary contact and escalation point for major incidents, collaborating closely with key stakeholders to continuously improve incident response and support processes.

Your initial key priorities will include:

• Working closely with the Service Delivery Manager to map the incident, problem and exception processes, with a view to optimise how these are delivered, with a strong focus on collaboration and ownership of incidents.
• Uplifting the existing incident process by collaborating with ICT stakeholders, analysing potential gaps and building on existing strengths.
• Developing a full Severity 1 and Severity 2 incident process, looking at engagement points, communication and documentation which is created and shared, with a view to act on incidents as soon as they are reported.
• Taking ownership of the major incident management process, developing a mature workflow to ensure the incident is managed in an optimised manner and that communication to key stakeholders is a top priority.

What will help you succeed

Your relevant computing qualification combined with your proven experience in the provision of hardware and software support services in a large organisation, will be key to your success in this role. Additionally, you will have:

• Strong knowledge of IT Service Management practices and processes, including ITIL.
• Experience working with IT systems and software, including ITSM/Service Desk applications.
• An understanding of the centrality of clients in a service industry and an ability to meet and exceed individual client needs.
• Excellent communication skills to effectively liaise with internal and external stakeholders and provide independent advice and resolution.

For further information about this role, please contact Phil George, Director (ICT Operations), via (07) 4631 2477 or Phil.George@unisq.edu.au.

The University offers a range of different ways of working and connecting across our physical and virtual spaces to meet the needs of our students, partners and community. We value diversity and strive to foster an inclusive environment that is underpinned by our values and champions, embraces and respects differences.

We support and encourage applications from all diversity groups. With an increasingly diverse workforce, we understand that careers may be placed on hold or limited throughout many life circumstances.

Find out more about Uni SQ at www.unisq.edu.au.

To be considered for this position, you will need to have the right to work in Australia.

Reference Number: 0233_11/24

Location: Toowoomba, Springfield or Ipswich campus

*If based at our Springfield or Ipswich campus, there will be a requirement to travel to the Toowoomba campus 1 to 2 times per week*.

Term: Full-time continuing appointment (36 hours/week)

Salary: Total remuneration range $129,036 to $148,172 pa (includes salary range of $109,029 to $125,198 pa, employer super contributions of 17% and annual leave loading)

Closes: Sunday, 24 November 2024 at 11:30 pm (AEST)

At Uni SQ we are united by our core values of Respect, Integrity and Excellence, which guide our daily actions and decision-making.

If you know that this role is right for you, please submit your current resume together with a two-page (maximum) statement, outlining your skills and experience relative to ‘Who we’re looking for’ in the position description.

For more information on our selection process please refer to your recruitment journey available on our website.