POSITION DESCRIPTION. Project Officer, ICT Service Management POSITION NUMBER: Shared Services, Office of the Chief Information Officer

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1 POSITION TITLE: Project Officer, ICT Service Management POSITION NUMBER: DEPARTMENT/UNIT: Shared Services, Office of the Chief Information Officer FACULTY/DIVISION: Office of the Vice President (Administration) CLASSIFICATION: HEW Level 6 FRACTION: Full-time EFFECTIVE DATE: February 2010 INCUMBENT: Vacant DATE APPROVED BY SUPERVISOR: TITLE: DATE DEPARTMENT/UNIT HEAD: TITLE: Chris Bridge Program Director, Shared Services DATE DEAN/DIVISIONAL DIRECTOR: TITLE: Jeremy Du Ve Acting CIO and Executive Director DATE

2 ORGANISATIONAL CONTEXT Office of the Chief Information Officer (CIO) The office of the CIO provides Information Technology leadership which aligns with the University s strategic goals and provides support for Research, Teaching, Learning and Administrative objectives. The goals of the office include to: Provide vision and leadership in the management of technology services which incorporates a University wide perspective Engage with stakeholders across the University, including Faculties, Divisions and staff to create a collaborative, integrated ICT environment Manage and lead cultural change across the University to facilitate a ICT Shared Services model Establish systems, policies and procedures to ensure a consistent and unified approach to the management of infrastructure, ICT systems, projects and planning Act as a catalyst for innovative technological solutions that assist the University objectives Provide transparent budgeting and expenditure reporting for ICT across the university Department Overview: Office of CIO and ICT Shared Services In 2007 Monash University made a strategic decision to investigate Shared Services opportunities, and selected Information and Communications Technologies (ICT) across the University as the first area of study. As a result of the ICT Shared Services review, the Office of the Chief Information Officer (OCIO) has been formed to provide information technology vision and leadership across the University and support the University s goals. The OCIO will also manage ICT Shared Services initiatives. To directly oversee the formation of project teams and provide the immediate leadership for the project teams, a Shared Services Information Office (SSIO) will be created. The Shared Services Program of work will be directly guided by the SSIO Team through the provision of Program and Project Governance for each of the sub project teams that will be assembled to deliver the outcomes as identified in the nine business cases. The SSIO Team will be comprised of members of the Office of the CIO (Program Operations Staff) and members representing Academic, Division, Faculty and ITS from across the University. This team will review project status information arising from, and provide directional guidance to, each of the nine subprojects identified in the Shared Services program. Those projects are: ICT Portfolio and Project Management ICT Vendor and Contract Management Service Management Help Desk IT Financial Management Desktop Data Centre and Server Management Change and Release Management ICT Asset Management

3 As this program of work is complex and multi-dimensional, involving changes to organisation business processes, communication frameworks, technology, and people, there is a need to ensure a strong integration of business processes across these various projects. This document describes the role and responsibilities of the Senior Business Systems Analyst required for this program. Position Purpose The Project Officer works within the Shared Services Program focussed on providing support to the Project Manager involved in the Shared Services program. Specifically this role will focus on supporting the delivery of an ICT Service Management business case. Responsibilities include presenting to small and medium groups, organising workshops, the gathering and analysis of information from a variety of sources and reporting and publishing the results in a variety of ways. They will assist in the business analysis of projects and provide information and solutions based on this analysis. The incumbent is required to interact with a variety of senior staff in a highly professional manner to facilitate successful communications, inquiry management and event management. Stakeholder engagement will be critical to the success of this role. The role will work closely with key members of the Office of the Chief Information Officer in particular the staff involved in the ICT Service Management project and the ITS Service Management Office. This role has no direct budget or staff management responsibilities. Organisation Structure Shared Services Project Manager(s): Reports to and takes detailed direction from. Program Director, Shared Services: Through the Project Manager, reports to and takes broad direction from. Manager, Business Integration. Through the Project Manager, takes direction and advice from Faculty, divisional and departmental staff: Works closely with staff from other units in a collaborative partnership to aid in the development of project deliverables. KEY RESULTS AREAS AND RESPONSIBILITIES Provide project management support Within the scope of projects, effectively communicate and liaise with faculty and divisional stakeholders, project staff and other stakeholders in order to achieve project outcomes. Manage a range of project tasks related to Shared Services Projects from inception to completion and deliver according to expectations in line with Thomsett methodology (i.e. against objectives, budget, timelines, value, quality, client and team satisfaction). Such tasks include initial business analysis with stakeholders, presentation of business proposals to stakeholders, delivery of proposals including any necessary training and follow-up and feedback report of project deliverables. Provide support to the Project Manager assisting in formulating plans, preparing communications and establishing processes Disseminate information regarding user and business needs to other members of the department and receive information regarding status of other current projects, to identify areas of overlap/synergy. Provide any administrative support related to major projects.

4 Facilitate the internal consulting process and provide business analysis support where necessary Participate with the Project Manager and Project Team members in provision of internal consulting services with stakeholders to identify shared services needs and appropriate solutions and translate them into written reports with clear recommendations. Undertake business analysis of areas as indicated by the Project Manager. This includes planning, negotiating with department/faculty representatives, presenting outcomes from analysis and providing documentation of findings to the senior consultants. Maintain appropriate records with information gathered from internal consulting and other stakeholder engagements. Provide Project Office Support Coordinate the collection and publication of monthly project reports including web content and desktop publishing Coordinate the gathering and collation of information from project managers and other ITS staff for the purposes of ad-hoc investigations for one off purposes. Organise events in support of the Project Manager e.g. Project workshops, assisting in the organisation, communications and event execution. KEY SELECTION CRITERIA: Essential: 1. Tertiary qualification in a relevant discipline (Information Management, Project Management, Business or similar). 2. Demonstrated experience in IT Service Management, either in an operational context or as part of an implementation in medium to large sized organisations; 3. Experience at least three ITIL disciplines within medium to large sized organisations; providing service to a diverse range of users. 4. Demonstrated interpersonal, consultation and negotiation skills, including the ability to liaise effectively with a diverse range of stakeholders. 5. Demonstrated experience in the organisation and logistics of medium to large workshops. 6. Demonstrated ability to apply innovative solutions to business problems. 7. Well-developed written skills, including the ability to develop comprehensive, well-researched and concise reports for management. 8. Demonstrated experience in providing excellent support to Senior or middle level management. Desirable: 9. ITIL Foundation or any ITIL Practioner qualification 10. Demonstrated experience of supporting a process owner or manager, or working in a role within a process ownership team 11. Demonstrated experience in IT Service Management projects.

5 OTHER JOB RELATED INFORMATION: This position is primarily located on the Clayton campus, however, the incumbent may be required for occasional travel to other campuses The incumbent will be required to attend regular and on-going training as provided and recommended by management within a performance review framework Current driver s license Does not normally require overtime, although this is possible in exceptional circumstances How to apply for this position Read the position description carefully If you have any queries regarding the position, contact the person listed in the enquiries section of the advertisement Prepare your application with the following information as well as any special instructions that may be contained in the position description: Your curriculum vitae with the names and contact details of 3 referees An outline of how your experience, skills, qualifications and knowledge meet the key selection criteria listed in the position description A covering letter quoting the advertisement reference number if required Please note: it is essential that you address the key selection criteria specifically in your application. This will enable the selection committee to review your experience, skills, qualifications and knowledge in relation to the selection criteria Applications that do not specifically address the selection criteria may not be considered Save the application documents separately as you will be prompted to attach them individually Once your documents are prepared click on Apply Online at the bottom of the advertisement and complete the application form attaching your documents in the appropriate sections Do not submit more than one application for each position Do not send your application directly to the person listed in the enquiries or applications section of the advertisement Multiple appointments Monash University reserves the right to make multiple appointments in regard to each advertised position. Privacy and your application Consistent with the Victorian Information Privacy Act 2000: Any application you submit will be treated as strictly confidential The personal information you submit as part of your application is collected for the purposes of assessing your application Your application (including your personal information) may be stored until the position is filled, and if you are the successful candidate, may be stored in your personal file You may seek access to the personal information that the University stores about you in regards to your application. However, there will be occasions when access is denied, such as where access would have an unreasonable impact on the privacy of others The University may disclose your personal information to your nominated referees and relevant institutions for the verification of your qualifications. We will not disclose any of your personal information to any other, unrelated third parties without your consent

6 In submitting your application, you may provide us with the personal information of others (eg the names and contact details of your referees). In this case we encourage you to inform them that: you are disclosing that information to the University they can access that information if they wish the University will not disclose that information to third parties the University may store that information until the vacancy is filled and if you are the successful candidate, the information may be stored on your personal file If you wish to seek access to your personal information or inquire about the handling of your personal information, please contact the department/school/administrative unit to which you are submitting your application.