Customer Support Analyst
    ​csmg 3
    ​​ (PUBLISHED 13/11/23)

    RFQ-ASD-172-2023 SOW 1
    Role: Customer Support Analyst
    Major SFIA Level: CSMG 3
    Client: Australian Signals Directorate (ASD)
    Location: Adelaide
    ​Start Date: ​ASAP
    Contract: 12 months from the Contract Commencement Date.
    Part-time arrangements: Will be considered
    Clearance: Top Secret Positive Vetting (TSPV)

    Closes: Monday, 4th December 2023 at 2pm
    ​
    ​Role Description:
    JP2289-1 is a rapidly growing 6-year project within ASD to build and uplift ASD systems and support organisation elements for the introduction of Intelligence, Surveillance and Reconnaissance (ISR) capabilities, communities and tactical users into the information environment. Project activities include expanding the existing network, computing systems, complex gateway services, cloud services, mission services, data management services, and deployable systems. JP2289-1 is executing a highly innovate delivery strategy enabling multi-classification working and a partnership between the ASD and Defence enterprises.
    To facilitate this project outcome, ASD has a requirement for Customer Service Analysts at a SFIA Level 3.
    The Customer Support Analyst will provide essential support to ASD’s ICT Support Organisation. The service provider will act at the first point of contact for service queries, receiving and handling requests for support. The service provider will respond to a broad range of service, provide first line investigation and diagnosis, and promptly allocate unresolved issues as appropriate.

    Major Responsibilities:
    • Provide Level One support and fault resolution.
    • Provide timely, effective and professional customer service for a range of ADF and APS clients, received via the service management tool, email, telephone and in-person visits.
    • Assist in completing day-to-day tasks and priorities set by the team leader such as administrative tasks.
    • Identify and assist in resolving issues, troubleshooting and communicating with internal and external stakeholders.
    • Deliver support to customers by providing updates on the progress of their requests, explaining IT services available and how to obtain them, or redirecting them to the appropriate area with the required knowledge.
    • Document request details or incidents in the service management application. Provide suitable work-around to the customer if unable to resolve incidents when first reported.
    • Contribute to Service Hub improvement activities by suggesting updates to user guides based on customer feedback.
    • Promptly allocate complex issues to higher-level analysts for further investigation and resolution.
    • Conduct all work in accordance with agency policy and formal agreements between customers and the Service Hub.

    Other Skills:
    • An understanding of service management frameworks such as ITIL.
    • Basic technical knowledge, including Microsoft Windows technologies and Office products.

    SFIA Skills Required:
    • CSMG 3

    ​Security Clearance:
    Must hold either a current Top Secret Positive Vetting (TSPV) security clearance OR have held a TSPV in the previous 12 month period (which has since been downgraded). Candidates with a current Defence Intelligence Agency recognised Psychological Assessment (PA) preferred but not essential. 

    Other Features:
    • The role is Adelaide based with minimal travel. There may be some domestic travel required.
    • Shift work may be required.

    Core hours:
    Contracted personnel are to work no more than an average of 8 hours per day, between the hours of 7am and 7pm unless requested to do so by the Contract Manager, and must take a minimum 30 minute break after 5 hours consecutive work.​

    ​For information on what to submit, including the selection criteria you will need to address, please download the full RFQ below.

    business analyst
    BUAN 4
    ​​ (PUBLISHED 24/10/23)

    RFQ-ASD-166-2023 SOW 4
    Role: Business Analyst 
    Major SFIA Level: BUAN 4
    Client: Australian Signals Directorate (ASD)
    Location: Russell Offices
    ​Start Date: ​ASAP
    Contract: 12 months after commencement, but not beyond 30 June 2025
    Part-time arrangements: Will not be considered
    Clearance: Top Secret Positive Vetting (TSPV)

    Closes: Tuesday, 14th of November 2023 at 2pm
    ​
    ​Role Description:
    Enterprise Technology (ET) within the Australian Signals Directorate (ASD), will deliver cutting edge capabilities to Defence through a variety of different programs and projects. To facilitate this ASD has a requirement for a Business Analyst.

    The Business Analyst will be required assist in investigating, analysing, reviewing and documenting a range of current business processes, as well as identify new and alternative approaches to performing business activities. The Business Analyst will work within the Enterprise Hub Section, Australian Signals Directorate (ASD).

    Major Responsibilities:
    • Eliciting, analysing, validating and documenting business requirements. Understanding the needs and expectations of the business stakeholders, and ensuring they are clearly and accurately captured and communicated to the solution providers.
    • Defining and modelling business processed and recommending improvements. Describe how the business operated and delivers value to its customers, and identifying gaps, issues and opportunities for improvement
    • Developing business cases and feasibility assessments for proposed solutions. Justify the need for change and demonstrate the value proposition of the proposed solutions.

    Other Skills:
    • Minimum five years’ experience as a Business Analyst.
    • Previous experience analysing and transforming ICT business processes specifically in the areas of automation is considered advantageous
    • Understanding of ITIL processes and procedures is considered advantageous.

    SFIA Skills Required:
    • BUAN 4

    ​Security Clearance:
    Must hold either a current Top Secret Positive Vetting (TSPV) security clearance OR have held a TSPV in the previous 12 month period (which has since been downgraded). Candidates with a current Defence Intelligence Agency recognised Psychological Assessment (PA) preferred but not essential. 

    Other Features:
    • The primary location of services will be Russell R5. There may be times when services will need to be provided at other locations within Canberra, and rarely interstate.
    • There may be a requirement to undertake occasional planned work outside the core hours.

    Core hours:
    Contracted personnel are to work no more than an average of 8 hours per day, between the hours of 7am and 7pm unless requested to do so by the Contract Manager, and must take a minimum 30 minute break after 5 hours consecutive work.​

    ​For information on what to submit, including the selection criteria you will need to address, please download the full RFQ below.

    business analyst
    BUAN 5
    ​​ (PUBLISHED 06/09/23)

    RFQ-ASD-173-2022 SOW 1 Re-opened
    Role: Business Analyst 
    Major SFIA Level: BUAN 5
    Client: Australian Signals Directorate (ASD)
    Location: Brindabella Park, with occasional work form other ASD locations within Canberra
    ​    Start Date: ASAP
    Contract: Up to 24 months
    Part-time arrangements: Will be considered
    Clearance: Top Secret Positive Vetting (TSPV)

    Closes: Friday, 8th of December 2023 at 2pm
    PLEASE NOTE, as this is a re-opened role the RFQ submission will be evaluated upon receipt and may be closed at any time as soon as a suitable candidate is identified by the business area. As such, we strongly recommend you provide a response to the RFQ as soon as possible.
    ​
    ​Role Description:
    The Business Analyst role is responsible for eliciting business and technical requirements as well as modelling complex business processes for the purposes of informing ICT capability delivery. This role requires that the successful candidate be able to interpret the needs articulated by a diverse set of technical customers.  The role must work with architects, developers and business area representatives to devise solutions that satisfy the customer needs whilst working within the bounds of the Australian Cyber Security Centre’s strategic direction.

    Major Responsibilities:
    • Facilitate and lead business engagement for large and complex capability development, including identifying and engaging with senior stakeholders.
    • Take responsibility for concisely and accurately documenting the requirements of business, ensuring they are unambiguous and measurable/testable.
    • Lead the development of business process modelling for a diverse and complex set of business areas.
    • Take responsibility for ensuring technology solutions satisfy the customer needs by working collaboratively with architects and developers.
    • Assist in the definition (pre-delivery) and measurement of business benefits (post-delivery) from realised capabilities in line with organisation strategy
    • Identify and document the impact on business requirements of external influences affecting the Program or Project to guide capability development.

    Other Skills:
    • Understanding of Cyber Security domain.
    • Experience in writing Operational Concept Document(s), Function and Performance Specifications (FPS) and related formative capability development documents to the ASDEFCON standard is desirable.
    • Ideally five years’ experience minimum as a Business Analyst.

    SFIA Skills Required:
    • BUAN 5
    • REQM 5

    ​Security Clearance:
    Must hold either a current Top Secret Positive Vetting (TSPV) security clearance OR have held a TSPV in the previous 12 month period (which has since been downgraded). Candidates with a current Defence Intelligence Agency recognised Psychological Assessment (PA) preferred but not essential. 

    Other Features:
    • The roles are primarily Canberra based, with minimal travel; however the ability to self-transport between local sites in the most efficient means is required. There may be some overseas and domestic travel required for one of the roles.

    Core hours:
    Contracted personnel are to work no more than an average of 8 hours per day, between the hours of 7am and 7pm unless requested to do so by the Contract Manager, and must take a minimum 30 minute break after 5 hours consecutive work.​

    ​For information on what to submit, including the selection criteria you will need to address, please download the full RFQ below.
 © Copyright 2015. All rights reserved