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About the Role
The Systems Administrator supports service delivery to the organisation in the management of IT computer systems. 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.
Responsibilities
- Lead the maturity and continual improvement of Service Lifecycle Management, Service Assurance, Operational Readiness, 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.
Requirements
- 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.
- Must be an Australian Citizen, a permanent resident of Australia, or a New Zealand citizen.
- Must undergo a rigorous National Police (criminal history) Check and obtain and maintain a Security Clearance.
Skills
- Service Lifecycle Management
- Service Assurance
- Operational Readiness
- Service Delivery
- Service Level Management
- ITSM platforms (e.g., ServiceNow)
- Stakeholder engagement
- Risk management
Location
- Parramatta
Work Type
- Temporary Full-Time
Salary/Compensations
- competitive salary
Benefits
- Flexible work options
- Opportunity to purchase leave
- Annual leave loading
- Corporate wellbeing programs
- Free annual influenza vaccination
- Salary packaging options
- Convenient location for public transport and shops
- In-house gym facilities
About the Company
- 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.
- 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.
Equal Opportunity
- 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.