Position: Senior ITS Service Delivery Specialist (System Administrator)
Commencing Date: As soon as practicable
Classification: Full Time, Permanent
Salary Range: $86,917 to $99,742 per annum pending experience
Closing Date: Monday, 19 May 2025 unless filled prior

Townsville Catholic Education Office supports a diverse region extending from Townsville to the Burdekin and Whitsunday regions in the South, North to Ingham and Halifax, South-West to Winton, and West to the border with the Northern Territory, encompassing Mount Isa and several small, isolated western towns and east to Palm Island.

Townsville Catholic Education provides a supportive, flexible working environment where care for the individual is an important part of our ethos. We employ motivated people who want to work together to produce excellent outcomes for our students. Our staff are recognised as being central to achieving our mission.

Townsville Catholic Education has standards of conduct for workers to maintain a safe and healthy environment for children. Our commitment to these standards requires that we conduct working with children checks and background referencing for all persons who will engage in direct and regular involvement with children and young people and/or adults-at-risk. The organisation is fully committed to child safety and has a zero tolerance to abuse of children or adults-at-risk.

About the role

Townsville Catholic Education Office is seeking an experienced and dedicated Senior ITS Service Delivery Specialist (System Administrator). This is a Full Time, Permanent position commencing as soon as practicable. This role will support schools within the Townsville Diocese. The role may require some on-call and after hours work from time to time.

The Senior Service Delivery Specialist (SSDS) / Senior System Administrator (SSA) is an Information Technology professional who supports services within the Information Technology and Services Team (ITS). The SSDS maintains existing services to achieve TCE’s strategic outcomes.

Working with stakeholders, the SSDS / SSA has a delivery focus to assist in the provision of creative solutions for improved services and outcomes within ITS. The SSDS / SSA will perform routine and non-routine professional tasks governed by approved ITS practices and procedures.

The SSDS / SSA works with the Service Delivery Lead to configure, plan, monitor and manage Service Delivery Services across TCE. The SSDS / SSA works as a high-level technician in the lifecycle of an incident, utilising experience and skills to solve complex technical issues with some emergent specialisation. The SSDS will be utilised as a project build resource and will be required to have a hands-on knowledge of software installation, hardware installation and other associated IT platform builds, both independently and as part of a team.

The SSDS / SSA will have a high level of input into the Continual Service Improvement Program. As a senior role within Service Delivery, the SSDS / SSA will be expected to mentor and train junior employees and ensure documentation is available for skill sharing and training.

The SSDS / SSA reports directly to the Service Delivery Lead, Information Technology and Services.

Key accountabilities

As a lead technician, provide guidance and execution within the incident lifecycle to ensure high standard ITS support to all students and employees

Diagnose and troubleshoot complex technical issues

Monitor and manage the performance of servers, software, hardware and services as defined in the Service Catalogue

Creation and maintenance of technical documentation

Perform system monitoring and analysis, performance tuning, troubleshooting and escalating issues, including proactive problem resolution

Provide complex problem analysis as necessary, maintain system performance to meet student and employee demand

Reduce operational risk and improve availability of the server infrastructure by ensuring system access, monitoring, control, evaluation and documentation practices are maintained and adhered to

Develop, maintain and perform operational procedures and ensure operational tasks are performed reliably and consistently to reduce the risk of unplanned outages

Evaluate new system hardware and software solutions and facilitate service assurance in the delivery of new projects

Assist with the provision of proactive and reactive support, ensuring strategic and tactical objectives are aligned

Ensuring required controls are adhered to without compromising responsiveness and availability

Other duties as reasonably directed by the Service Delivery Lead and Senior Manager Information Technology and Services.

Experience

At least five years’ experience in ICT roles

Demonstrable experience in managing IT infrastructure

Demonstrated ability to lead small teams.

Knowledge

Knowledge and resilience in managing stressful situations

Knowledge of ITIL v3+ service management processes/practices.

Skills

Well-developed conflict resolution skills, with the ability to facilitate difficult conversations

Well-developed attention to detail with the ability to balance competing deadlines

An ability to communicate effectively and confidently with a range of employees across TCE

Developed interpersonal skills, including an ability to build and maintain productive relationships with a broad stakeholder group.

Mandatory Criteria

Current Working with Children Suitability Card or eligibility to obtain same *

Tertiary qualifications in a related field or equivalent experience

Current Driver’s Licence

Ability to travel from time to time within the Catholic Diocese of Townsville

Ability to perform the physical requirements of the role in a safe manner.

*The successful candidate will require a paid blue card before commencement as per the No Card, No Start policy developed by Queensland Government

Desirable Criteria

Windows, Hardware, Security, or other certifications highly desirable

ITIL v4 qualifications

Relevant industry experience in the education sector.

Some employees may be subject to pre-employment medical assessments during the selection process. Depending on the nature of the position, it may be necessary for successful applicants to be immunised against certain preventable diseases in order to minimise the risk of transmission.

What we offer

Competitive Salary: $86,917 to $99,742 per annum pending experience

Modern facilities, equipment and resources

Access to additional Employer Superannuation Contributions

Access to long service leave after 7 years of continuous service (portability of Long Service Leave may also be applicable)

Deferred Salary Scheme

Access to corporate health schemes

Access to Employee Assistance Program

Leadership development opportunities

Wellbeing programs and initiatives

How to apply

Complete the application form

Upload a cover letter addressing the skills, attributes and experience to support the key accountabilities of the role identified in the position description

Upload a current resume including contact details (phone and email) of two professional referees.

Please see the Position Description for more information.

Applications during the shortlisting phase will be kept confidential.

Applications close 3pm Monday, 19 May 2025.

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