APS6
$99,784 to $112,571
Brisbane, Sydney, Canberra, Hobart, Melbourne, Adelaide, Perth
About the Aged Care Quality and Safety Commission
The Aged Care Quality and Safety Commission is the national regulator of Australian Government-funded aged care services.
We protect and enhance the safety, health, wellbeing, and quality of life of people receiving aged care. This includes managing complaints and feedback about the care older people receive.
We help build confidence and trust in aged care, by promoting best practice and a culture of safety and quality in the sector. We register providers and hold them to account if they don’t meet expected standards of care.
We work with providers, workers, older people, their families, and supporters to make sure they understand and uphold older people’s rights.
Meet some of our people and learn more about the Commission and our Regulatory Strategy on our website www.agedcarequality.gov.au
About the Team
Enterprise Service Management (ESM) enables service excellence across the Commission by providing responsive, user-focused support services and improving how services are delivered across the organisation. Bringing together the Digital Service Centre, End User Services, Application Support, and Infrastructure Support, along with service management governance, the team works closely with stakeholders to deliver consistent, efficient and reliable services, drive continuous improvement, and ensure staff have the tools, systems and support they need to achieve business outcomes.
About the Role
The APS6 ITSM Tool Specialist will be a critical role within the Enterprise Service Management team, responsible for the operation, enhancement, integration, and service continuity concentration of IT Service Management (ITSM) tools. The successful candidate will co-ordinate tasks pertaining to ITSM tools such as ManageEngine ServiceDesk Plus Enterprise and others, ensuring that these align with ITIL best practices and APS guidelines. This includes overseeing the development, implementation, and improvement of service management processes and tools; collaborating with internal and external stakeholders to identify automation opportunities; and conducting regular audits to assure system integrity and quality.
As an APS6 level role, this position requires a high capacity for decision making, issues resolution, setting work priorities, and the ability to provide technical guidance to lower-level staff, with a particular focus on service delivery and project management. This role may also necessitate liaising with industry suppliers for software updates and ensuring seamless integration and functioning of all ITSM tools within the APS environment.
Position Duties
Manage, maintain and enhance the Information Technology Service Management (ITSM) toolset to improve ESM service capabilities.
Analyse system requirements and address any relevant problems, ensuring the solution aligns with business objectives.
Provide expert advice on ITSM tool configuration, automation, and integration to various stakeholders.
Regularly engage in system tests and post-deployment activities to ensure optimal performance.
Collaborate with cross-functional teams, and non-ESM parts of the Commission’s business to define, design, and implement necessary changes or enhancements to the ITSM tools and processes.
Provide training and support to users to maximize the value of the ITSM toolset.
Monitor system performance to ensure highest level of system availability and reliability.
Position Eligibility Requirements (Selection Criteria):
To be successful in this role you will need to demonstrate the following:
Bachelor's degree in Information Technology, Computer Science, or a related discipline, or equivalent professional experience.
Extensive experience in the operation and implementation of IT Service Management (ITSM) tools such as ManageEngine ServiceDesk Plus Enterprise
Strong understanding and experience in ITIL service management practices.
Proven ability to provide high-level technical support, including issue resolution, root cause analysis, and problem management.
Excellent checklist making skills and a keen eye for detail to ensure comprehensive documentation of processes, policies, and configurations.
Ability to manage multiple tasks simultaneously, prioritize effectively and meet tight deadlines.
Excellent communication skills, both verbal and written, to effectively interact with a diverse range of stakeholders at all levels of the organisation.
Position Notes:
Salary offered will be between $99,784 - $112,571 per annum depending on skills and experience. In addition, 15.4% superannuation will be paid.
Only candidates who hold Australian citizenship can apply. Appointment is conditional on successfully completing a national police check. For more information, please visit www.apsc.gov.au/citizenship-aps
Non-ongoing opportunity will be offered for an irregular/intermittent term. Opportunities will be offered for varying periods up to 12 months with the option to extend to a total of 24 months.
Merit Pool established through this selection process may be used to fill this or future ongoing or non-ongoing vacancies.
In your application, please provide a statement of claims against the position eligibility requirements (selection criteria) in no more than 600-words, including what strengths you would bring to the role, and a copy of your CV.
Please complete the application and submit by 11.30pm (AEST) Monday 27 July 2026.
Follow our guidelines for candidate use of Artificial Intelligence (AI) throughout the recruitment process.
Please contact our recruitment team on (02) 9633 3262 or
[email protected] for assistance with accessing our website or with lodging your application.
Specific questions about the roles can be directed to Evan Psarakis by emailing
[email protected] with Position title in the subject line.
Diversity and Inclusion
The Commission is committed to fostering a workplace with flexible work arrangements to support a diverse, respectful and inclusive culture for all staff.
The Commission recognises the richness of Aboriginal and Torres Strait Islander cultures and is committed to the implementation of our Reconciliation Action Plan. The Commission values the unique knowledge and experience of Aboriginal and Torres Strait Islander employees which strengthens and supports our focus on protecting and enhancing the safety, health, wellbeing and quality of life of aged care consumers.
RecruitAbility applies to this vacancy. Under RecruitAbility you will be invited to participate in further assessment activity for the vacancy if you choose to apply under RecruitAbility; declare you have a disability; and meet the minimum requirements for the position. For more information, visit https://www.apsc.gov.au/recruitability.
We provide reasonable adjustments such as access, equipment or other practical support at relevant stages of the recruitment process. Please email
[email protected] if you need any adjustments made.
Further information:
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