It Service Management Support Officer

Council Jobs; Canberra; On-site; AUD 103,000 - 117,000; Full time

Job summary

The ACT Government is seeking an experienced IT Service Management Support Officer to assist the Incident Coordinator in daily IT incident handling and service restoration across the organisation.

Based in Canberra, this temporary 12-month position requires strong communication and organisational skills and an Australian citizen with NV1 eligibility. Opportunity to contribute to IT health services within the Digital Canberra directorate.

Qualifications

• ITIL qualifications or experience in ITIL environment would be an advantage but not essential.
• Experience in the support and management of Health IT applications.
• Australian citizen and must possess or acquire and maintain an AGSVA NV1 security clearance.

Responsibilities

• Coordinate and administer incident management processes.
• Monitor incidents through their lifecycle and maintain records.
• Coordinate stakeholder communications and assist with incident reports and post‑incident reviews.
• Provide administrative support for Incident Review Board activities (agenda papers, minutes, actions).

Skills

ITIL knowledge

Health IT applications experience

Tools

AGSVA NV1 clearance

Job description

Classification: Information Technology Officer Class 2
Salary: $102,657 - $116,592 plus superannuation
Position No: 72240
Directorate: Digital Canberra
Advertised (Gazettal date): 10 November 2026
Contact Officer: James Blount on************@act.gov.au / (02) 5124 6***

Details

The Information Technology Service Management (ITSM) team within the Digital Health Group is seeking an experienced and motivated individual with strong communication and organisational skills to join as an IT Service Management Support Officer. In this role, you will work closely with and support the Incident Coordinator in the day-to-day management of IT incidents, helping to ensure effective incident handling, stakeholder communication, and coordinate service restoration activities across the organisation.

Key responsibilities include supporting the coordination and administration of incident management processes, monitoring and tracking incidents through their lifecycle, maintaining incident records, coordinating communications to stakeholders, and assisting with the preparation of incident reports and post-incident reviews. The role will also provide administrative and operational support for Incident Review Board activities, including preparing agenda papers, recording minutes, and tracking actions to completion.

We are committed to creating an inclusive environment where people with diverse thoughts, lived experience, and perspectives can thrive and contribute their unique talents to the ACTPS and ACT community. We encourage Aboriginal and Torres Strait Islander people, people with disability, people with culturally and linguistically diverse backgrounds, veterans, younger and older workers, and people with diverse genders, sexes and sexualities to apply.

Eligibility / Other requirements

• Qualifications in ITIL or experience working in an ITIL environment would be an advantage but not essential.
• Experience in the support and management of Health IT applications.
• The successful applicant must be an Australian citizen and possess or acquire and maintain an Australian Government Security Vetting Agency (AGSVA) security clearance at the Negative Vetting 1 (NV1) level as an eligibility qualification. If AGSVA screening is not successful, your employment will not commence or, if already commenced, your employment will be reassessed.

Notes

This is a temporary position available immediately for twelve months with the possibility of permanency. Selection may be based on application and referee reports only. A merit pool may be established from this selection process and may be used to fill future temporary and permanent vacancies over the next 12 months.

Note: Under the ACTPS employment framework you may be placed in another role where required for the efficient administration of the service.

Where an offer of employment is for a fixed-term period, any related temporary contracts within the Territory will be issued in compliance with the requirements and applicable exceptions outlined in the Fair Work Act.

The ACT public service is committed to closing the gap, underpinned by the belief that when Aboriginal and Torres Strait Islander people have a genuine say in the design and delivery of policies, programs and services that affect them, better life outcomes are achieved. More information can be found here ACT Closing the Gap Implementation Plan - ACT Government Transparency Portal.

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Closes

26 November 2026