Service Admin Offender Digital Services
On-site · Parramatta, New South Wales, Australia
Job Summary
This role is an ODS Service Administrator responsible for overseeing the support and maintenance of offender digital systems (OTS, OTABs, OAC, IPTVs) and handling incidents and service requests to ensure high-quality customer service. You will liaise with DCJ divisions and non-government stakeholders, analyze system performance to guide upgrades, develop and promote methods and processes to improve efficiency, assign and monitor incidents to support staff, perform complex incident restoration and problem management, review system access rights, investigate security breaches following established procedures, maintain and update support documentation, and coordinate large-scale configuration changes. Key focus areas include service delivery within SLAs, cross-team collaboration, data analysis to identify systemic issues, and driving continuous improvement across enterprise applications and services while balancing priorities in a dynamic environment.
Required Qualifications
- Ability to liaise with DCJ Divisions and external stakeholders
- Experience in managing incidents and service requests
- Understanding of security breach investigations
- Ability to develop and maintain support documentation
- Experience with configuration changes and deployments to information systems
- Strong communication and stakeholder management skills
- Commitment to continuous improvement and team development
Desired Qualifications
- Strong communication and stakeholder management skills
- Excellent problem-solving abilities
- Customer service mindset
- Ability to balance competing priorities
- Detail-oriented with focus on service quality
- Willingness to learn and understand complex digital systems (OTS, OTABs, OAC, IPTVs)
- Experience with incident and request management (triage, escalation, SLA adherence)
- Ability to work collaboratively across teams and with government stakeholders
- Adaptability to flexible work arrangements and office-based requirements
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