Job description
Agency Department of Corporate and Digital Work unit Agency Business Systems - Human and Shared
Development Services
Job title Senior Service Analyst Designation Administrative Officer 7
Job type Full time Duration Ongoing
Salary $117,356 - $126,251 Location Alice Springs, Darwin, Katherine or Tennant Creek
Position number 43900 RTF 351711 Closing 19/07/2026
Contact officer Ben Mitchell, Director Digital Operations on 0413 041 390 or [email protected]
About the agency https://dcdd.nt.gov.au/
Apply online https://jobs.nt.gov.au/Home/JobDetails?rtfId=351711
APPLICATIONS MUST INCLUDE A ONE-PAGE SUMMARY ABOUT YOU, A DETAILED RESUME AND COPIES OF YOUR
TERTIARY QUALIFICATIONS.
Information for applicants – inclusion and diversity
The NTPS values diversity. The NTPS encourages people from all diversity groups to apply for vacancies and accommodates
people with disability by making reasonable workplace adjustments. If you require an adjustment for the recruitment process or
job, please discuss this with the contact officer. For more information about applying for this position and the merit process, go
to the OCPE website.
Primary objective
Lead and enhance Information Technology Infrastructure Library (ITIL®) or Information Technology Service Management (ITSM)
practices across the business unit by providing expert advice, governance, and operational oversight of service management
processes. The role is responsible for driving the transition of operational activities into structured, measurable services, ensuring
alignment with organisational standards, improving service quality, and enabling a consistent, efficient, and auditable service
delivery model.
Key duties and responsibilities
1. Provide expert guidance on ITIL processes, including Incident, Problem, Change, Request, and Knowledge Management,
ensuring consistent application of service management standards across all supported systems.
2. Lead the transition of applications and operational activities into defined, supportable services, establishing and maintaining
service models, support structures, and supporting documentation.
3. Work closely with stakeholders to drive continual service improvement initiatives using insights from incidents, problems, and
service performance metrics, embedding a culture of service maturity and ongoing improvement across the business unit.
4. Monitor incident trends to identify recurring issues and apply problem management methodologies to support timely resolution,
effective root cause analysis, and risk mitigation.
5. Support the Change Manager by assisting with the implementation and operation of change management processes, including
providing backfill coverage as required to ensure continuity and adherence to established frameworks.
6. Build and maintain effective working relationships with technical teams, service provides and business stakeholders to support
consistent quality service delivery.
7. Stay abreast of trends and best practice within specialist areas of responsibility to ensure quality and contemporary advice and
recommendations.
Selection criteria
Essential
1. Demonstrated experience in the application of ITIL or IT Service Management (ITSM) practices, particularly incident, problem,
and change management within a complex ICT environment.
2. Proven ability to develop, implement, and improve processes, with a focus on standardisation, governance, and continual service
improvement.
3. Experience working with ITSM and service management systems, with the ability to maintain accurate service data, including
configuration items and service relationships.
4. Strong analytical and problem-solving skills, with the ability to identify trends, assess risks, and implement effective solutions
in an operational environment.
Desirable
1. Relevant Information Technology Infrastructure Library (ITIL®) or Information Technology Service Management (ITSM)
qualification or similar certification.
2. Experience supporting change management processes and configuration management activities, including coordinating
changes, providing input into risk assessments and Change Advisory Board (CAB) processes, and maintaining accurate Change
Management Database (CMDB) data to support service integrity and impact assessment.
3. Experience supporting or contributing to service transition activities, including transitioning applications into BAU support
models and defining service structure.
Further information
The recommend applicant will be required to undergo a criminal history check prior to selection being confirmed. A criminal history
will not exclude an applicant from this position unless it is a relevant criminal history. Willingness to travel by 4WD/light plane and
spend periods of time away from Darwin where applicable.
