Service Management Officer

Sunstone Advisory; Adelaide; On-site; AUD 90,000 - 120,000; Full time

Job summary

Sunstone Advisory seeks a highly motivated Service Management Officer to support an Australian Government Agency with ICT tools and services across a complex Windows and Linux environment. The role focuses on incident, problem and change management, service level monitoring, and continuous improvement of service delivery to users.

You will work within an established service management team, capture and respond to incidents, problems and changes through the IT service management platform, elevate

Qualifications

• Experience managing incidents in an IT service environment.
• Ability to document issues and resolutions clearly.
• Experience contributing to knowledge articles and SOPs.

Responsibilities

• Contribute to deployment and maintenance of a complex ICT environment (Windows/Linux).
• Capture and respond to incidents, problems and changes via the ITSM platform.
• Escalate issues and brief staff and management as required.
• Help document features and processes in knowledge articles and SOPs.

Skills

Windows OS administration

Linux OS administration

IT service management

Incident management SFIA

Tools

ITSM platform

Change management tooling

Virtualisation

Job description

Sunstone Advisory is seeking a highly motivated and experienced Service Management Officer to support a high-profile Australian Government Agency with the delivery and support of ICT tools and services across a complex Windows and Linux environment. The role focuses on incident, problem and change management, service level monitoring, and the continuous improvement of service delivery to users across the organisation.

You will work within an established service management team, capture and respond to incidents, problems and changes through the IT service management platform, elevate and brief where required, and contribute to the knowledge articles and standard operating procedures that keep the environment supportable.

Estimated start date is Friday, 1 January 2027 for a 12-month period, with the option for two further 12-month extensions available.

This role is onsite in Adelaide, SA, and involves shift work. Working arrangements are at the discretion of the assigned work area and are subject to operational need.

Candidates must be an Australian Citizen and already hold a current AGSVA TSPV security clearance to commence work in this role. The clearance must be current at the time of application. Please clearly indicate the current level held within your responses.

If you do not hold a current TSPV security clearance, please do not apply.

Candidates must be willing to undergo an Organisational Suitability Assessment (OSA). The OSA requires a psychological assessment, which involves a questionnaire and an interview. Before submitting an application for this role, the candidate should consider their preparedness for questions that may include the following topics: personal relationships, living circumstances, personal values, financial situation, physical and mental health history including substance use, and any civil and/or military record.

Service Managers oversee the delivery and support of IT tools and services to users throughout the organisation, and sometimes to external users as well. They look for opportunities to improve service delivery support and ensure it meets user and business needs.

Duties and Responsibilities

• Contribute to the implementation and maintenance of a complex ICT environment containing both Windows and Linux based systems.
• With guidance, capture and respond to incidents, problems and changes within the IT service management platform. Communicate with customers and system owners to establish the severity and urgency of the fault. Identify steps to resolve the issue or provide a suitable workaround to the customer whilst further investigation occurs. Escalate issues and give briefings to staff members and management as required.
• Identify operational ICT issues and contribute to their resolution, including confirmation that resolutions are in accordance with agreed standards and procedures.
• Assist in documenting existing and new features and processes related to system support and enhancement by providing input into the development and improvement of knowledge articles and Standard Operating Procedures.
• Participate, as required, in teamwork activities with staff to build skilled experience and support knowledge transfer across the team.

Technical skills

• Experience in administering Windows and/or Linux operating systems.
• Experience in administering infrastructure such as virtualisation, databases and storage platforms.

Criteria

Each candidate must provide a response to each criterion. Each response is limited to 3000 characters.

1. Customer service support: Level 4 (SFIA). Monitors service delivery channels and collect performance data. Assists with the specification, development, research and evaluation of service standards. Applies these standards to resolve or escalated issues and gives technical briefings to staff members.

2. Incident management: Level 4 (SFIA). Ensures that incidents are handled according to agreed procedures. Prioritises and diagnoses incidents. Investigates causes of incidents and seeks resolution. Escalates unresolved incidents. Facilitates recovery, following resolution of incidents. Documents and closes resolved incidents. Contributes to testing and improving incident management procedures.

3. Service level management: Level 3 (SFIA). Monitors service delivery performance metrics. Liaises with stakeholders to help them plan for a deterioration in service and/or breaches of service level agreements.

Why Sunstone?

People are at the core of Sunstone. We prioritise human connections and collaborations, supported by:

• Ongoing training, development, and coaching
• Flexible working arrangements tailored to your needs
• Broader networking and community involvement opportunities

Our culture is collaborative, supportive, and professional. At Sunstone, you'll join a highly skilled, experienced team where talent, work ethic, and shared values are recognised and rewarded.

Sunstone are offering very attractive contractor rates.

Veterans are encouraged to apply.

We are committed to building inclusive cultures in the Australian Government and Defence sectors that respect and promote human rights and diversity. Aboriginal and Torres Strait Islander peoples are encouraged to apply.

To find out more about Sunstone Advisory visit: www.sunstoneadvisory.com.au