Our participants, Our people, Our purpose

Currently, there are around 5.5 million Australians with a disability. The National Disability Insurance Agency (NDIA) implements the National Disability Insurance Scheme (NDIS), which is one of the biggest social reforms in the country since Medicare. As an Agency, we support more than 717,000 participants with a significant and permanent disability, and the families and carers of those living with disability. For many Australians, this will be the first time they receive the disability support they need. The NDIA is designed to enhance the quality of life and increase economic and social participation for people with disability and will mean a peace of mind for every Australian.

A new role awaits

Seeking a challenging and rewarding career in the NDIA's Enterprise Architecture and Governance Branch? The NDIA is seeking a highly motivated APS6 ICT Service Management Officer to join the team. This is a fantastic opportunity to leverage your professional experience and make a real impact in the lives of people with disability.

The ICT Service Management directorate consists of highly integrated teams delivering ICT Service Management functions based on ITIL4 practices of Change Enablement, Release Management, Problem Management, Service Configuration, Service Design, Service Catalog, Service Transition, Service Level Management, Continuous Improvement and Knowledge Management.

The branch aim is to implement a sensible and comprehensive governance strategy to ensure the successful execution and delivery of technology projects and enhancements

Where you can add value

The position is a team leadership or a team contributor position within an ICT Service Management functional team (ITIL4 based practice).

• Lead or contribute to an ICT Service Management function (e.g., Change Enablement, Release Management, Problem Management, Service Level Management, Service Configuration etc.)
• Deliver ICT Service Management services to the Technical Services Division (TSD) and Agency for example facilitate the ICT Change Advisory Board, work with TSD stakeholders to progress a work item through the relevant service management process, conduct a Problem Root Cause Analysis or Post Change Implementation Review etc.
• Identify, document, and categorise work items (e.g., changes, releases, problems, incidents, risks, configuration items etc.)
• Engage the relevant process to prioritise and manage IT service management work items through its entire lifecycle.

Enough about us, let’s talk about you

Our ideal candidate is a team player with ICT service management experience who can operate autonomously in a fast-paced environment with competing priorities. Some of the skills we are looking for are as below.

• Minimum industry qualification of ITIL4 Foundation and demonstrated experience in ICT Service Management. If ITIL4 Foundation qualification is not held, a minimum of 3 years current experience in an applicable Service Management function e.g. Change Enablement, Release Management etc. may be considered.
• ICT Service Management Career professional: desires challenge, enjoys problem solving, continuously seeks to identify opportunities and solutions and wants to grow into a meaningful ICT Service Management career.
• Technical proficiency: highly proficient with typical software, applications and tools used in an ICT Service Management environment for example: Microsoft 365, Teams, Visio, SharePoint etc. Proficiency with coding, system administration, database and/or business intelligence tools is desirable

Your NDIA Experience

We work as one team. We are accepting, diverse and driven. We take a shared approach to making progress. We welcome and support each other and encourage different ideas, insights and opinions. We empower and enable each other to be our best. We collaborate, connect and work together to create a workplace that makes us proud. And while we're based far and wide across the country, we make sure nobody feels they are out on their own.

• You will work for a socially inclusive and culturally diverse workplace, that is making a meaningful impact to the lives of more than 600,000 Australians.
• Access to higher superannuation and above market leave entitlements
• Competitive remuneration and working conditions that support a positive work life balance
• Access to ongoing professional development and learning

While this role is ideally performed from any listed NDIA Office, remote working arrangements may be considered. We intend to fill this role in an ongoing capacity, however non-ongoing roles up to 12 months with the possibility of extension up to 2 years may be offered.

Successful candidates will be required to undergo a pre-employment National Police History check, Worker Screening check and/or Working with Children Check (where required) and provide evidence of Australian Citizenship.

Applications for this role close on 18th June 2025 at 11:30 PM (AEST

If you have any questions, please contact Nafisa Nur on 03 5223 7105 or email [email protected]

With the exception of personal details, applications can NOT be edited or updated once submitted for consideration. Please make sure you are completely satisfied with your entire application before submitting.

NDIA is committed to supporting an inclusive and diverse workforce and welcomes and encourages applications from People with Disability (PwD), First Nations peoples, LGBTIQA+ people, people from Culturally and Linguistically Diverse backgrounds, Mature age workers, as well as young workers and supporting an inter-generational workforce and supporting gender equity and families. NDIA will provide reasonable adjustments for candidates to participate equitably in the recruitment process and discuss workplace adjustments to fulfil the inherent requirements of the role. If you require an adjustment to be made during the recruitment process (including alternate formats of the application form) or have an enquiry about the support provided, please contact DFP Recruitment on 1300 138 337 [email protected].

RecruitAbility applies to this position: The RecruitAbility scheme supports people with disability applying for jobs in the Australian Public Service (APS) by giving you a better opportunity to put forward your skills and experience during the selection process.

There are certain roles within the National Disability Insurance that may require mandatory vaccination, subject to government order or directive. Evidence may be required prior to commencement.