Position Details

Incident and Request Officer

Applications close 07/03/2021

  • Salary: $98k to$109k per annum + Monthly ADO Superannuation
  • Permanent Full Time
  • An opportunity to make a difference in an organisation that is progressive and people focused
About us
We are building a safe and inclusive culture where our people are empowered to deliver their best work. Embracing innovation and change, we continually deliver richer and higher quality services to a vibrant, diverse and iconic municipality. We are passionate and energetic, working as one team to build a healthy, prosperous and sustainable community. Progress is important to us, and we and make it a priority to invest in our people’s wellbeing, growth and development.

About the role
We have a new position in our Technology Enablement Department for a permanent full time Incident and Request Officer where you will develop and roll out an incident management and major incident management process and framework, define service and operational level agreements (SLA/OLA’s) and create and implement a service request process and framework. Additionally, you will implement and lead an escalation process and track and drive a reduction in incidents, ticket backlog and reoccurring incidents.

About you
For such an important position, it's vital that the successful candidate will have experience in establishing a major incident practice, leading incident maturity uplifts and establishing and implementing a service request framework and service level / operational level agreements. You will also need an ITIL Certification, experience driving and improving rapid service recovery, experience in enterprise major incident management/ enterprise service request experience, excellent interpersonal skills and the proven ability to develop and implement effective service request management frameworks and methodology.

City of Stonnington is a child safe and equal opportunity employer committed to an equitable, diverse and socially inclusive work environment and a positive, barrier-free recruitment process. We actively encourage applicants from an Aboriginal and Torres Strait Islander heritage, people living with disability, LGBTIQ+ and people from culturally diverse backgrounds to explore the opportunity of a career at the City of Stonnington. If you have any support or access requirements, or would like to speak to someone about employment or an alternative processes, please contact Council’s Talent Acquisition team on 8290 1333.

Work for Stonnington today. Work that matters. People who make a difference.

Submitting your application

We are no longer using Position Descriptions or Key Selection Criteria. Please use your cover letter to demonstrate to us that you can ‘deliver’ the aspects of the role and that you have got what is needed to ‘thrive’. These are the top two sections in the Success Profile below. You do not need to have a heading of each point or address each point individually. Recommended no more than 2 pages for your cover letter.

If you have any support or access requirements, or would like to discuss an alternative application process please contact a member of the Talent Acquisition Team 8290 1333.

To be eligible to apply for this position you must have an appropriate Australian or New Zealand work visa.

For further information on how to apply contact the Council’s Recruitment Officer on Ph: 03 8290 1333.
For position related queries, please contact Sam Mackenzie on Ph: 8290 1333

Success Profile

Position Descriptions
Success Profile - Incident and Request Officer.pdf

The Inherent Requirements for this position can be found here. Please note this document must be read prior to applying for the vacancy.

City of Stonnington has a Workplace Adjustments Policy. Please contact Council’s Talent Acquisition Team on 82980 1333 for a copy