Systems Administrator

NSW Police Force; Parramatta; On-site; AUD 133,000 - 147,000; Full time

Benefits offered by this job

Flexible work options

Leave purchase option

Annual leave loading

Wellbeing programs

Job summary

The NSW Police Force is seeking a Systems Administrator to join the Service Management Office, Technology and Communication Services Command. You will support service delivery across the enterprise IT environment and help shape enterprise-wide service lifecycle management and operational readiness.

Leveraging ITSM best practices, you will collaborate with stakeholders, drive service health metrics, and ensure services meet business outcomes while maintaining security and resilience.

Qualifications

• Experience in Service Lifecycle Management, Service Assurance, Operational Readiness, and Service Delivery governance.
• Experience developing and governing Operational Readiness, Service Acceptance, and Service Assurance frameworks.
• Experience using ITSM platforms such as ServiceNow.
• Experience developing, monitoring, and reporting on SLAs, OLAs, KPIs, and service health indicators.

Responsibilities

• Lead maturity and improvement of Service Lifecycle Management, Operational Readiness, Service Assurance, and Service Management practices across a complex enterprise technology environment.
• Establish and govern operational readiness frameworks to ensure new and changed services are supportable, sustainable, and transitioned effectively into operational support.
• Drive the development of meaningful service reporting, performance insights, service health indicators, SLA governance, and continual service improvement initiatives.
• Partner with business stakeholders, service owners, project teams, support groups, and vendors to ensure services meet agreed business outcomes, operational requirements, and service commitments.
• Provide oversight of service performance, availability, reliability, operational risk, resilience, and customer experience across the service lifecycle.
• Facilitate Operational Readiness Reviews (ORRs), service acceptance activities, and transition governance to improve service stability and reduce operational risk.
• Collaborate with Incident, Problem, Change, Service Desk, Architecture, Security, and technical support teams to improve service outcomes and organisational capability.
• Promote effective knowledge management practices that support operational teams, improve supportability, and enhance customer experience through quality knowledge assets and information sharing.
• Drive continual improvement initiatives focused on service quality, operational efficiency, risk reduction, self-service capability, and service maturity.

Skills

Service Lifecycle Management

Service Assurance

Operational Readiness

Service Delivery

Service Level Management

Stakeholder Engagement

Tools

ServiceNow

Job description

• $166,547 pa. Package includes salary from $133,348 to $146,945, plus employer's contribution to superannuation of 12% and annual leave loading.

About us

The NSW Police Force (NSWPF) is one of the largest police forces in the western world, with more than 20,000 employees, including more than 4,000 administrative employees who support the sworn officers that provide a range of law and order services 24 hours a day, seven days a week to the socially, geographically and culturally diverse community of NSW.

About the role

We have an opportunity for a Systems Administrator to be part of our Service Management Office, Technology and Communication Services Command team. The Systems Administrator supports service delivery to the organisation in the management of IT computer systems.

View the relevant role description for more information on this role (e.g. essential requirements, key accountabilities, key challenges and capabilities required for the role)

This is a unique opportunity to shape enterprise-wide Service Lifecycle Management, Operational Readiness, and Service Assurance practices that support critical policing and business services across NSWPF.

Key Responsibilities

• Lead the maturity and continual improvement of Service Lifecycle Management, Operational Readiness, Service Assurance, and Service Management practices across a complex enterprise technology environment.
• Establish and govern operational readiness frameworks to ensure new and changed services are supportable, sustainable, and transitioned effectively into operational support.
• Drive the development of meaningful service reporting, performance insights, service health indicators, SLA governance, and continual service improvement initiatives.
• Partner with business stakeholders, service owners, project teams, support groups, and vendors to ensure services meet agreed business outcomes, operational requirements, and service commitments.
• Provide oversight of service performance, availability, reliability, operational risk, resilience, and customer experience across the service lifecycle.
• Facilitate Operational Readiness Reviews (ORRs), service acceptance activities, and transition governance to improve service stability and reduce operational risk.
• Collaborate with Incident, Problem, Change, Service Desk, Architecture, Security, and technical support teams to improve service outcomes and organisational capability.
• Promote effective knowledge management practices that support operational teams, improve supportability, and enhance customer experience through quality knowledge assets and information sharing.
• Drive continual improvement initiatives focused on service quality, operational efficiency, risk reduction, self-service capability, and service maturity.

Preferred Experience and Skills

• Demonstrated experience in Service Lifecycle Management, Service Assurance, Operational Readiness, Service Delivery, Service Level Management, or a related IT Service Management governance role.
• Experience developing and governing Operational Readiness, Service Acceptance, Service Transition, and Service Assurance frameworks.
• Experience using ITSM platforms such as ServiceNow.
• Experience developing, monitoring, and reporting on SLAs, OLAs, KPIs, service health indicators, customer experience measures, and operational performance metrics.
• Strong stakeholder engagement skills with the ability to influence project teams, service owners, technical teams, vendors, and senior management.
• Experience identifying and managing operational risks associated with new or changing technology services.

What we can offer you

At NSWPF our people have access to a range of benefits that help balance life at work and at home. Some of the benefits available when you join the NSWPF include:

• flexible work options;
• opportunity to purchase leave;
• annual leave loading;
• corporate wellbeing programs including seminars and the Fitness Passport;
• salary packaging options via superannuation contributions or a novated vehicle lease;
• convenient location for public transport and to shops etc; and
• in-house gym facilities.

To be eligible to apply for this role, you must meet one of the following statuses:

• a permanent resident of Australia; or
• a New Zealand citizen.

Prior to commencement, the successful candidate will be required to undergo a rigorous National Police (criminal history) Check and obtain and maintain a Security Clearance as determined by the NSW Police Force.

Our commitment to Diversity:

At the NSW Police Force, we are proud to be an employer of a diverse range of people. We are committed to reflecting the diverse community we serve and creating an inclusive and respectful workplace for all employees where differences are embraced, contributions are valued, and everyone has a sense of connection and belonging.

We welcome applications from individuals with diverse skills, experiences, and backgrounds including Aboriginal and Torres Strait Islander peoples, LGBTQIA+ individuals, people with disability, neurodiverse individuals, those from culturally and linguistically diverse communities, and people of all ages.

We understand that the recruitment journey may present unique challenges. If you:

• Identify as Aboriginal or Torres Strait Islander and would like support with your application, please contact the NSWPF Aboriginal Employment & Engagement team at [e-mail]
• Identify as a person with disability and require further information on the role or adjustments to participate in the recruitment process, please contact the Inclusion & Diversity team at [e-mail]
• Are transgender or gender diverse and want to learn more about our support options, please contact the Inclusion & Diversity team at [e-mail]

This recruitment may be used to create a Talent Pool for similar future roles (ongoing or temporary) that may arise over the next 18 months.

For Technical assistance please contact: [e-mail] (Please include the word Taleo in the subject line)