POSITION DESCRIPTION

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1 POSITION DESCRIPTION Title: Position Reports To: Position Type: Team: Division: Engineer Team Leader, Employee IT Operations Business IT/People & Culture 1 POSITION PURPOSE The Engineer performs two key functions (1) Support of Powerlinks inplace technology layers, predominantly focussing on logical layers that form the enterprise back-end, and (2) input into Powerlinks future technology roadmap, taking into consideration changing business drivers, key technical insights gained from supporting the in-place environment. The goal of the position is to meet or exceed Powerlink s Business IT aims in terms of Service Level Agreements across the broad range of enterprise-level environments, and work with the Team Leader to satisfy changing prioritisation needs as and when required 2 ORGANISATIONAL CHART General Manager Business IT Manager, IT Operations Team Leader, Engineer Database Administrator Engineer Engineer Senior Technical Services Engineer 3 ORGANISATIONAL ENVIRONMENT Powerlink Queensland is the government-owned corporation that owns, operates, develops and maintains the high voltage electricity transmission network across Queensland. Our mission is to responsibly deliver electricity transmission services that are valued by consumers, customers and the market with our vision being Powerlink is a safe, commercial and performance focussed organisation that creates and delivers valued outcomes. Powerlink s business strategy is to deliver all transmission services well, with an appropriate balance of reliability of supply and cost, through an agile and contemporary business approach while maintaining a viable organisation and a shared focus on achieving Powerlink s financial and non-financial goals.

2 The Engineer position forms part of the team, which is in the IT Operations department, working in the BusinessIT group which is part of the People & Culture division. 4 POWERLINK VALUES At Powerlink, we place equal emphasis on the outcomes we achieve and the behaviours we demonstrate. Our organisational values provide the basis of behavioural expectations for all employees: Safe: We are responsible for the safety of ourselves, our colleagues, our contractors and the community and the safety of all is essential. Respectful: We show courtesy and respect towards others at all times. We seek first to listen and understand other people's points of view, and then to be understood. We are fair, considerate and acknowledge the efforts of others. Proactive: We take prompt action and shared responsibility for problem solving and overcoming challenges. We are open to new ideas and are prepared to take considered risks for Powerlink's benefit. Ethical: We are honest, professional, conscientious and accountable for our actions and behaviour. The trust of others is important to us. Cooperative: We work together as one team, show flexibility regarding individual and group outcomes to achieve the best overall results for Powerlink, customers and stakeholders. We resolve conflicts constructively through communication and discussion. 5 ACCOUNTABILITIES Accountabilities (Individual Leadership) Work with immediate team leader and management to perform functions in a prioritised manner, managing your own time and providing input into daily, weekly, monthly and yearly planning such that customer support is of primary focus. Monitor and measure achievement of your performance and behavioural objectives through regular discussions with immediate team leader, proactively seeking feedback and support to ensure expectations are met. Clearly communicate input requirements from others and seek to understand questions or concerns, facilitating problem solving to ensure outcomes meet business requirements. h Proactively develop and maintain constructive working relationships with team members and key stakeholders, working collaboratively to achieve mutual business outcomes. Follow and role-model Powerlink business processes and policy expectations to ensure that required outcomes are achieved in accordance with organisational expectations. Take personal responsibility for understanding and following safety policies and practices, demonstrating personal engagement with safety and proactively identifying risks and hazards (to immediate manager) to continuously improve Powerlink s safety performance. Role Specific Accountabilities Last Updated: May 2017 Page 2 of 6

3 Provide end to end management of the Powerlink desktop environment comprising of, but not limited to the design, administration, configuration and deployment of client-side Information Systems including SCCM and the Standard Operating Environment (SOE) in order to deliver a robust, reliable computing environment; Create and distribute approved software packages to the business utilising Adminstudio and SCCM (or other relevant tools) in accordance with ITIL and best practice service delivery frameworks; Manage the monthly operating system patching process for supported operating systems in order to ensure alignment with the corporate patching policy, and to ensure optimal system security for the Powerlink computing platform; Monitor the performance of ITIL processes to ensure timely response and resolution timeframes are achieved for service requests submitted by the business; Implement service requests relating to Operational upgrades or configuration changes to operational Corporate Information facilities to deliver improved computing services to the business; Collaborate with PPD to provide Client Systems support to all IT&T Projects and Tasks across the business to ensure the efficient and cost-effective delivery of IT Project programs of work. Develop documented business processes within the team to enhance interaction with other teams and customers; Develop technical and documentation design standards within the team to enhance interaction with other teams and customers; Actively participate in the ITIL change management process within IT Services in order to align IT services with the needs of the business; Maintain customer expectations for the provision of IT services in accordance with ITIL and best practice service delivery frameworks; Provide assistance through the delivery of technical support and subject matter expertise to internal customers including the Client Support Team, the Telecommunications Team and the Client Systems Analysts. This will enable a holistic and efficient approach to the delivery of corporate IT&T support services to customers. Deliver IT&T based training sessions to ensure suitable knowledge transfer that empowers internal customers to utilise relevant IT&T equipment and systems. Proactively liaise with customers to seek and act on feedback, and establish and review IT&T service delivery processes and procedures, to ensure continuous improvement in the delivery of efficient, cost-effective and high quality corporate IT&T support services. Last Updated: May 2017 Page 3 of 6

4 6 SELECTION CRITERIA Qualifications Essential Relevant tertiary qualifications in Information Technology Desirable MCSE or equivalent level certification in Windows 7 - current/server 2012 or above Relevant professional qualifications in ITIL practices and/or other applicable audit or industry standards. Previous Work Background/Environment Essential Strong experience in desktop SOE development, delivery and maintenance and practical experience in supporting Windows 7 (or above) and System Centre 2012 (or above); Strong experience in maintaining diverse desktop and server environments; Strong experience in working with Windows Services such as Active Directory, DHCP, DNS and Group Policy; Significant experience in deployment and support of managed mobile solutions using common smartphone and tablet platforms. Reasonable experience in an IT&T customer support environment with responsibility for conducting in-depth root cause analyses and provision of timely and accurate solutions as required to meet customer expectations and agreed service levels; Reasonable experience dealing with customers at all business levels to assist with IT&T incidents and requests; Desirable Reasonable experience working with SAP. Reasonable experience developing and working with Service Level Agreements. Demonstrated Technical Skills Essential Demonstrated ability in SOE design, development and implementation in a Desktop Management role and preferably in a large client based MS Windows environment; Demonstrated ability in Desktop Management and deployment using SCCM preferably in a large client based MS Windows environment; Demonstrated ability in application packaging and exposure to deployment methodologies (MS-AppV, Adminstudio, Med-V) in a large client based MS Windows environment; Last Updated: May 2017 Page 4 of 6

5 Demonstrated ability providing technical support to a 24x7 IT operating environment, which required real time response. Demonstrated ability to work to agreed timeframes with limited supervision. Demonstrated ability to manage customer expectations and requests either remotely or in person to provide advice or identify and resolve operational IT&T issues. Demonstrated ability to analyse and solve problems, including the ability to anticipate problems, evaluate alternatives and formulate clear and effective solutions for business outcomes with accurate documentation. Demonstrated ability to transfer knowledge and provide instruction to others to ensure the team can capably perform all activities. Demonstrated knowledge and skills in common mobile computing platforms and the application of Mobile Device Management. Desirable Documentation skills for use in customer proposals, user training and technical documents in a large client based MS Windows environment; Exposure to the processes of Incident, Problem, Change and Configuration Management in a large client based MS Windows environment; Knowledge of modern job tracking and Service Desk tools such as ServiceNow in a large client based MS Windows environment; Demonstrated Behavioural Skills Communication: The ability to successfully communicate requirements both orally and in written form, in order to effectively liaise with internal and external stakeholders; Customer Orientation: Ability to understand customers needs and ensure customer requirements are met; Customer Service Focus: The ability to establish and maintain a wide network of contacts, including understand internal and external customer needs to ensure the t process flows in an effective manner; Time Management and Quality: The ability to work under pressure and meet deadlines and changes in priorities, in order to achieve required service levels; Teamwork: The willingness and desire to work as part of a team, with limited supervision, in a participative and consultative manner in order to contribute to the team effectiveness; Flexibility, adaptability and Continuous Learning: Is open and receptive to appropriate change. The ability to manage and shift priorities as required, and to incorporate new approaches in support of changing business needs. Possesses confidence in challenging the status quo and providing input to change efforts. Maintains a commitment to personal and professional development, keeping abreast of current professional knowledge; Autonomy and Initiative: Ability to work in an autonomous manner in order to meet customer requirements and key performance indicators. Taking or originating action to achieve goals doing more than is specifically required. Self-starting rather than waiting for directions. Last Updated: May 2017 Page 5 of 6

6 Motivational Fit This role would suit a person motivated by: Team Work and Collaboration: The willingness and desire to work as part of a team, with limited supervision, in a participative and consultative manner in order to contribute to the team effectiveness and build the internal technology capability of Powerlink; Flexible Result Orientation and Detail mindedness: Being motivated by a role that delivers against multiple tasks and changing priorities that require a close attention to detail. Challenge & Complexity: Finding satisfaction in handling difficult tasks 7 SPECIAL REQUIREMENTS The job may require the incumbent to: Perform manual tasks Perform your functions outside normal business hours Work at a computer workstation Frequent interaction with customers As this team is responsible for the provision of Customer Support 24 hours per day, 7 days per week, some additional out of hours work may be required These requirements may change from time to time Last Updated: May 2017 Page 6 of 6

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