Position Description For ICT Systems Officer Information, Technology and Communication Department Hobart Programme: ICT Services Location: Hobart based with travel throughout Tasmania Reports To: ICT Manager Approved by: Business Manager, Archdiocese of Hobart Version: May 2012 Full Time Equivalent: 1 FTE Context: The Archdiocese of Hobart is the expression of the Catholic Church in Tasmania. The Information Technology and Communication (ICT) department within the Business Manager s Office is responsible for the provision of ICT guidance and advice to the Archdiocese of Hobart. This Department designs, develops and manages ICT infrastructure for the State assisting the effective delivery of services for a number of Archdiocesan Agencies to their constituents. The ICT team is based in Hobart. Our architecture is predominately windows based supporting approximately 250 seats. ICT services works within a customer focussed small team environment. Key attributes of ICT team members include effective communication, positive attitude, dedication, and adaptability. ICT services are delivered to a broad range of businesses and Church agencies including Centacare Tasmania and Parishes. The network currently spans six sites across the State. These sites are located in Launceston, Burnie, Devonport and Hobart. We also provide support for other church welfare agencies affiliated with the Archdiocese. Primary Objectives: The ICT Systems Officer is accountable to the ICT Manager. The position assists in the smooth delivery and development of ICT and business services to the Archdiocese of Hobart and it s entities by contributing to the overall effective management and development of ICT systems state wide. The position will support the ICT Manager by providing experienced technical advice, guidance, recommendations, technical project management and proactive management of infrastructure development and issues; and provide operational support across the ICT environment The key areas of responsibilities include: Network, communications and security infrastructure Data centre and storage infrastructure Virtual environment infrastructure Information management infrastructure Systems and application development Disaster Recovery and Business Continuity Planning 1 P age Position Description: ICT Systems Officer Version date: May 2012
Major Accountabilities: 1 Interpersonal and communication style: a. Demonstrated excellent written and verbal communication skills, ability to converse and communicate with a broad range of clients from different backgrounds and client levels of ICT knowledge b. Active listening skills to ensure a clear understanding of business, project and user requirements c. Demonstrate a positive, considerate and helpful manner in working with all employees or ICT clients d. Time management and organisational skills especially in a work environment where there are many interruptions and work demands Ability to set priorities and deliver quality outcomes Demonstrate good analytical and conceptual skills with problem solving or when assisting other team members with issues e. Ability to develop well structured ICT practices and a willingness to support these and promote their support amongst others f. Regularly report and communicate with the ICT Manager of key issues and project progress 2 Professional/technical elements: a. Actively contribute to the establishment and maintenance of ICT operations to support the administration and service delivery needs of the Archdiocese and its entities by: Actively monitoring and supporting the continued operation of all infrastructure systems taking a proactive approach to identify recurring problems and propose solutions and service improvements, thus ensuring systems reliability, availability and efficiency Assist in configuring, implementing and management of a robust WAN and LAN infrastructure that can accommodate and optimise the demands of private cloud computing, IPV6, VOIP, enhanced security and QOS Assist in planning and implementing updated security measures to protect Archdiocesan systems from unauthorised access and malware o Actively review, monitor and improve network infrastructure security, undertake regular programme of self audit and base lining by utilising the appropriate tools o Detect and respond to intrusion or security breaches Assist in the development, implementation, monitoring, and maintenance of system infrastructure including server systems and applications, data storage and virtualised environments o Provide advice to the ICT Manager is these areas with emphasis on virtual environments, Sharepoint, CRM and SANS o Ensure data integrity and redundancy o Undertake daily administration, including monitoring system performance, ensuring successful backups, and developing/implementing disaster recovery plans Development and administration of Archdiocesan SQL database servers and applications for current and future needs Provide support and assist in the resolution of incidents related to infrastructure and database servers Assist in the business analysis, development and implementation of an Intranet, knowledge management system and streamlined business solutions 2 P age Position Description: ICT Systems Officer Version date: May 2012
o Designing, developing and maintaining the company s intranet business strategy by working collaboratively with the ICT Manager and business units o Develop and implement automated workflows Assist with planning, development and implementation of disaster recovery readiness and contingency plans Advise on technical specification relating to the development or procurement of new information systems or ICT infrastructure Produce standards, documentation, guides and support materials; ensuring all such material is presented at the appropriate level/format and ensure that the material is publicised and disseminated to the identified audiences Assist in the review and formulation of policies, standards and processes to enable effective delivery and operation of the ICT services Undertake analysis and recommend innovative ideas, on the application of current and new techniques and solutions for the support, maintenance and efficient management the ICT environment b. Provide support to ICT clients by: 1. Fostering a business outcome approach enabling service delivery by clearly understanding user needs and requirements 2. Helping to set and manage user expectations of agreed outcomes 3. Providing client support to users and ensuring that user s requests are understood, properly documented and prioritised 4. Investigating issues and accurately recording actions taken, diagnostic information, outcomes and time taken in the support log 5. Ensuring all infrastructure requests and issues are addressed and outcomes are communicated to clients 6. Continually seeking opportunities to increase internal client satisfaction and deepen customer relationships 7. Develop and deliver training along with support materials for staff in system usage and improvements c. Assist as an active and knowledgeable participant, in the research, identification and evaluation of new technologies that may support and benefit ICT service delivery d. Undertake any other ICT duties or responsibilities as requested by the ICT Manager 3 People management or teamwork activities: a. Promote collaborative team culture amongst ICT team by assisting and being willing to be assisted by other members so that overall objectives across ICT services can be met b. Advice and participate in technology teams/projects developing, configuring and deployment of technology solutions c. Provide expert advice to the ICT Manager on information security, infrastructure, performance and configuration issues d. Actively maintain team communication e. Attend meetings to monitor workload, plan activities and solve issues f. Regularly report and communicate with the ICT Manager about key issues and project outcomes 3 P age Position Description: ICT Systems Officer Version date: May 2012
4 Compliance requirements and quality control activities: a. Document phases of system development including: planning prior to project undertaking or system testing; Issues during implementation; configuration, deployment and review of system performance after deployment b. Produce Reports outlining project progress, and issues to the ICT Manager c. Assist with improvements in policies, procedures and practices d. Establish and maintain administrative procedure and practices for the ICT Team where required e. Actively contribute to the preparation and review of ICT maintenance programmes f. Perform operations, maintenance and troubleshooting, taking a proactive approach to identify recurring problems and report these to the ICT Manager g. Actively contribute to the continuous improvement of services provided by ICT Department h. Record all work to a set standard within relevant systems and within appropriate service agreements i. Support of ITILv3 Framework principles and adoption of processes 5 Personal accountability level: a. A high standard of ethics and integrity in all dealings b. Accountable and responsible for the accurate monitoring and administration of Archdiocesan networking infrastructure and security systems c. Responsible for changes affecting the ICT infrastructure and that such changes take place in a controlled and auditable manner d. Foster a customer focussed business outcome approach e. Responsible for the accurate recording of documentation in regards to configuration, testing and support logs for helpdesk and ensuring timely response to clients f. Proactive approach to personal and professional development Risk and Workplace Health & Safety: The Archdiocese of Hobart is committed to ensuring that our operations at all Agencies are conducted with proper regard for health and safety of all. You are required to observe safe work practices in accordance with training and instruction given and report any risk to your immediate supervisor. Risks arising in the workplace may be financial, site, task or person specific or related to safety. All employees of the Archdiocese of Hobart will conduct themselves responsibly with proper respect for established rules and procedures and they will consistently perform their jobs with proper regard for the health and safety of others. We expect all employees to participate in and contribute to Workplace Health and Safety activities, including participation in the consultative processes provided by the organisation, to ensure a safe work environment for clients, our community, employees and visitors. 4 P age Position Description: ICT Systems Officer Version date: May 2012
Key Communications Linkages: The ICT Systems Officer is accountable and reports to the ICT Manager. The ICT Systems Officer may be required to provide reports to Business Managers and Agency heads. The position holder will be in regular communication with Archdiocesan and Centacare Agency staff, Priests, Religious, Parish staff, other external catholic organisations and vendors across the state. Job Environment: 1. This position requires some lifting and bending as part of the commissioning, migrating and decommissioning of hardware, audio equipment and network infrastructure 2. The position requires movement of users desktops and setting up equipment in specified rooms 3. Close work using non electrical tools 4. Periods of sedentary work while providing phone and email support to clients 5. Travel to support sites around the southern area and across the State 5 P age Position Description: ICT Systems Officer Version date: May 2012
Selection Criteria Essential requirements An understanding of, and commitment to, the operations of the Catholic Church and a commitment to the philosophy and core values of the Archdiocese of Hobart Essential background o Tertiary Qualification in computing o Industry qualifications e.g. MCITP, CCNA o Minimum 5 years or extensive demonstrable experience in desktop, server, networking and communication technologies, within a service delivery environment o Understanding of ITIL v3 framework or similar service delivery frameworks o Permanent work rights for Australia o Current Australian Drivers Licence Excellent written and verbal communications skills o Expected to be able to explain, both verbally and in writing, complex technical requirements and specifications to non technical colleagues outside of the department o Able to negotiate and influence multiple parties within problem resolution and operational incident situations o Comfortable liaising with clients and staff of varying expertise and seniority o sound administrative skills and good analytical and reporting abilities Enjoy working within a small team and taking a hands on approach, but can also work autonomously Proven record of delivering results within a given timescale o Proven time management and organisational skills especially in a work pressure environment (i.e. where there are many interruptions and work demands) Proven ability to think logically and analytically in a troubleshooting and problem solving environment o Ability to conceptualise and think creatively Strong technical background in ICT development, implementation, monitoring, and maintenance of system infrastructure including desktop, server systems and applications, data storage and virtualised environments Strong technical background and sound understanding of network protocols, security and wireless technologies Demonstrated experience in one or more Microsoft Server technologies such as Active Directory, RDP, SharePoint 2010, CRM, Exchange and SQL database administration Ability and willingness to undertake the relevant employee screening processes, including the provision of a National Police Criminal History Check satisfactory to the Archdiocese of Hobart Desirable Qualifications and Experience Experience in open source CMS and other applications Ability to use web languages/formatting such as.net, PHP, XML, HTML5 6 P age Position Description: ICT Systems Officer Version date: May 2012