Incident/Problem Manager

Charles Darwin University
February 08, 2023
Offerd Salary:$100,815 to $113,973
Working address:N/A
Contract Type:Other
Working Time:Full time
Working type:N/A
Ref info:N/A

Full time, 3-year fixed term appointment 
Professional Level 8 Salary $100,815 to $113,973 pa 
plus 17% superannuation and 6 weeks leave 
Casuarina Campus, NT


Restore and resolve service related incidents/problems impacting the University's business critical systems 


About Us
The Office of Information Technology Management and Support (ITMS), provides ICT services and infrastructure support to Charles Darwin University to support and enhance teaching, learning, research and administrative and business activities. ITMS is responsible for the design, execution and delivery of the university's information systems, ranging from small process orientated systems to major strategic enterprise systems and infrastructure which drive the capability of university staff and students by driving an effective shared services culture and provide a strategic ICT leadership capability to realise the vision and goals of Charles Darwin University


About the Position
As the Incident / Problem Manager you are responsible for the restoration of service related to incidents impacting University business critical systems. This includes the monitoring of trends in incidents, issues, risks and the development of metrics and reporting to ensure the effectiveness of ITMS incident processes. You will work with internal resources, clients and vendors to ensure service deliverables are met.

Alongside Incident, you will also manage the processes to identify the root cause of outages, develop solutions and/or authorised workarounds intended to alleviate the recurrence of known incidents and/or minimize recurrence impact. This is achieved by ensuring that all significant incidents are analysed post incident through a structured problem management process to enable the investigation of root cause and application of a permanent solution.


About You
To be successful, you will possess:

  • 2+ years' experience, in ITIL Incident & Problem Management Administration.
  • Proven experience managing multiple tasks in a busy environment and working under stress in emergencies, and demonstrating flexibility to handle pressure coming from all directions simultaneously 
  • Demonstrated commitment to customer-service, continuous improvement and ethical business practices
  • Experience in designing and implementing better ways of working and supporting tools to enact change throughout an organisation
  • Able to work with technical and non-technical employees at all levels of the organisation
  • Outstanding problem investigation skills, able to quickly bring together the right people to resolve incidents
  • A consultative approach to influence and gain adoption of your ideas and solutions


To view the responsibilities of the role please click on the: Position Profile


Appointment to this role will be at Professional Level 8 and the base salary will be in the range $100,815 to $113,973 per annum. The total remuneration package will be in the range of $117,953 to $133,348 including 17% superannuation.


What's in it for you?

  • An employer who values your contribution to build a bigger, better and stronger university
  • Work with a University committed to changing people's lives for the better through training, education and research
  • An enviable lifestyle within the unique and spectacular Northern Territory
  • Opportunities for professional development, paid study and career progression
  • 17% superannuation
  • 6 weeks of paid annual leave 
  • 20 weeks of paid parental leave, in addition to government payments (eligibility criteria apply)
  • Recognition of prior service with another Australian University / NT Government for Long Service Leave
  • Free On-Campus Car Parking in designated areas
  • Employee Assistance Program
  • Salary Packaging opportunities


How to Apply
All applications must be received online via the 'apply' button and should include a cover letter, a detailed resume and a response to the selection competencies contained within the position profile. 


For a confidential discussion please contact Scott Beven on 08 8946 6762 or email [email protected] 


Diversity and Inclusion
At CDU we actively celebrate our diversity. We innovate, embrace new ideas, and act with courage and kindness. We're about what we can give to the world rather than what we take, and we believe in the transformative power of education. We work hard to make sure every member of our university community feels that they truly belong. Understanding that it is through our focus on our people and leveraging our differences that will make CDU the most connected university in Australia, we are striving to ensure that our culture and our community is inclusive of all our staff, students and visitors. We are committed to maintaining a culture where everyone feels respected, safe, encouraged to speak up and supported in achieving their professional goals. Applications from First Nations people, women at all levels, culturally and linguistically diverse people, people with disability, neurotypical and neurodiverse people, LGBTIQ+ people, people with family and caring responsibilities and people at all stages of their careers are welcomed.


You make CDU. And we want you to be exactly who you are.  


Applications Close: Wednesday 8 February 2023 

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