Job Title

Did you know?The mission of the Australian Federal Police is to provide dynamic and effective law enforcement to the people of Australia. It provides policing throughout Australia in relation to the prevention and detection of crimes against the Commonwealth, its laws and integrity, and community police services to the Community of the ACT.Working for the AFP provides you with a diverse and rewarding career. Whether you immerse yourself in a position on the frontline, or provide critical operational or professional support, the work you do makes a big impact on the people of Australia.We recognise your contribution to our workforce and offer generous remuneration and conditions including:Six weeks (30 days) of paid annual leave per year + additional paid Christmas stand down4 extra days of mandatory rest leave per year18 days of paid personal leave per yearGenerous superannuation of 15.4%18 weeks paid Parental Leave for Primary Caregiver (and 11 weeks for Secondary Caregiver) + additional unpaid leave entitlements for up until 24 months from the childs date of birth or placementGenerous salaries and incremental salary progression governed by the AFP Enterprise AgreementFlexible and hybrid working arrangement that provides work/life balanceHealth & wellbeing services with a focus on early intervention, education and preventionAccess to ongoing training and professional development opportunitiesWhat is the role?Office of the Chief Medical Officer and SHIELD are the Australian Federal Police''s Health capability that embed health and wellbeing into the AFPs day-to-day operations, enabling tailored service delivery and advice, including education, prevention, early intervention, and treatment and transition support.Office of the Chief Medical Officer and SHIELDs mission, vision and goal are:Mission - Enable Commands to optimise AFP capability through the active management of health and wellbeing risks.Vision - The AFP embraces an operationally focused and sustainable safety culture.Goal - Build a positive risk culture by delivering educational and preventative health-based solutions.Health Systems and Governance is responsible for the Organisational Health Solution (OHS) that will use Salesforce Health Cloud software as a service platform on an Amazon Web Services tenancy. The OHS is a transformational project focused on enhancing SHIELD and Office of the Chief Medical Officers technological foundation by providing a central repository for heath data, streamlined case management, planning and communication tools that incorporates process and workflow automation. In addition, the Health Systems and Governance Team is responsible for health information and data, clinical and regulatory governance, and current legacy systems to support SHIELD and Office of the Chief Medical Officer service delivery.What will you do?As part of a multi-tiered (4 level) support and sustainment model, the Organisational Health Solution (OHS) System Administrator role is a member of the OHS Support Team that provides Level 1 customer support to OHS end-users.The Team is the first point of contact for end-users to lodge incidents, problems, service requests, and queries via ServiceNow. They provide basic and/or preliminary troubleshooting, analysis and advice, and, where required, assign incidents and problems to the next support level (i.e. Level 2, 3, or 4) to undertake the necessary investigation and remediation activities. The Team assumes responsibility for managing all incidents and problems through to resolution, in accordance with specified service level agreements.In addition, the Team supports the testing and deployment of software patches, and version releases and updates. In line with the terms and conditions of the support contract, the team schedules and performs these activities based on the notice, details (e.g. release notes), and timeframes outlined by the support contract providers.In collaboration with key stakeholders, the team is also responsible for the management of future system enhancements. This includes the collation, recording, prioritisation, investment proposal and approval, design, testing and deployment of OHS enhancements.The duties of the System Administrator (Band 6) role include (but are not limited to):Deliver customer focused services and service desk activities to OHS users;Manage customer support requests to ensure timely and satisfactory resolution;Identify, investigate and provide solutions for issues that may arise including engaging with the support contract providers for defect and incident resolution;Engage and liaise with stakeholder groups, and lead meetings, ensuring open communication and collaborative outcomes;Manage and allocate tasks to the team through ServiceNow to ensure completion within agreed timeframes;Work collaboratively with less experienced team members, acting as a mentor and point of escalation for them including taking a lead role for more complex queries and issues;Create and maintain OHS service desk documentation;Develop and/or contribute to management reports;Facilitate and deliver OHS training;Maintain currency in information technology processes and technical knowledge through ongoing professional development; andProactively identify, promote, and implement continuous improvement opportunities.Essential RequirementsYou must be an Australian Citizen at the time of application.An AFP Negative Vetting 1 (Secret) security clearance or the ability to obtain one.Demonstrated experience or understanding of service desk operations or experience, and/or knowledge of service delivery processes, methodologies, and tools.Customer-centric mindset, with a proven track record in the delivery of a high level of Customer Service.Confident communicator who is comfortable speaking to people at all levels of the business and is able to liaise with customers to determine their support needs.Ability to prioritise team workload based on service delivery priorities.Demonstrated experience in creating and maintaining documentation, including system manuals, better practice guides, procedures, processes, work instructions, knowledge articles, and test strategy and plans for the OHS environment.Demonstrated leadership skills, and ability to develop and guide team members in a mentoring and advisory role.Self-motivated, able to use initiative, innovative, and have a strong commitment to achieve team objectives.Desirable RequirementsThe following skills and/or experience would be highly regarded:Experience in Salesforce system administration or experience in or an understanding of other Organisational Health Solution platforms.ITIL V4 Foundation Certificate or appropriate experience with process implementation is beneficial.Microsoft systems and tools (including but not limited to Windows, Active Directory, Office, Exchange and Teams).Delivery of training or experience with group engagements will be highly regarded.Basic project management experience small projects.Contacts and closing informationContact Officer: Kaitlynn Jones,Contact Officer Phone: 51264085,Contact Officer Email: Kaitlynn.Jones@afp.gov.auApplications Close: 11:59pm (AEST) 09/07/2025 #J-18808-Ljbffr