Position: ITS Service Delivery Specialist (System Administrator)
Commencing Date: As soon as practicable
Classification: Full Time, Permanent
Salary Range: $75,979 - $79,673 per annum pending experience
Closing Date: Monday, 4 August 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.

About the role

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

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

The SDS will apply a range of technical and other skills involving self-directed application of knowledge gained through experience and/or formal studies to successfully carry out the support of services defined in the service catalogue.

The SDS will work with the Service Delivery Lead to monitor and manage Service Delivery Services across TCE. The SDS works as the first line of support for service desk operators in the lifecycle of an incident, utilising their experience and skills to solve technical issues. The SDS may be utilised as a project build resource and could be required to have a hands-on knowledge of software installation, hardware installation, and other associated IT platform builds under the guidance of a project manager or ad-hoc team lead.

The SDS will have input into the Continual Service Improvement Program and have a role in ensuring documentation is available for skill sharing and training. The SDS will work as part of a virtual team and may be based at different locations within the Diocese of Townsville. The SDS reports directly to the Service Delivery Lead, ITS.

Key accountabilities

Execute incident resolution via diagnosis and troubleshooting of technical issues within the incident lifecycle to ensure high standard ITS support to all students and employees

Assist with the monitoring and management of the performance of servers, software, hardware and services as defined in the service catalogue

Assist with the creation and maintenance of technical documentation

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

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

Assist with the reduction of operational risk and improvement of the availability of the server infrastructure by ensuring system access, monitoring, control, evaluation and documentation practices are maintained and adhered to

Perform operational procedures and ensure operational tasks are performed reliably and consistently to reduce the risk of unplanned outages

Ensuring required controls are adhered to without compromising responsiveness and availability

Perform service desk functions during times of peak demand or employee leave

Other duties as reasonably directed by the Service Delivery Lead, ITS.

About you

Experience

At least three years’ experience in ICT roles

Demonstrable experience in managing IT infrastructure

Ability to show initiative, solve problems and contribute to process improvement

Demonstrated ability to work independently and as part of a team.

Skills

Knowledge and resilience in managing stressful situations

Has a clear understanding of effective conflict resolution skills and their application

Ability to manage time and competing deadlines in a busy environment

Knowledge of ITIL v3+ service management processes/practices.

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

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 4 August 2025 (unless filled prior)

Click on the link to apply via the Careers page.