INTERNAL ONLY - SENIOR SERVICE CENTRE ANALYST

Personnel Area: Organisational Services

Branch: Information Services

Salary Range: Band 5 $91,900 - $104,172 + Superannuation

Work type: Temporary Full-time

Duration: Up to February 2026 (Extension/s thereafter but not guaranteed)

Our Branch

The Information Services Branch (ISB) is part of Brisbane City Council's Organisational Services division, which supports, equips, and guides Council in delivering the Brisbane Vision through centralised corporate services and a customer-focused approach.

ISB plays a critical role in enabling Council to deliver efficient services to residents and the community by providing fit-for-purpose and value-for-money ICT services, developing strategies aligned with Council’s business objectives, and managing approved ICT projects. Acting as a trusted technology advisor, ISB leads innovation and supports Council business areas to achieve outcomes that enhance Brisbane’s future.

The Role

As a Senior Service Centre Analyst, you will be responsible for end-to-end ICT incident, service request fulfilment and quality management processes. This critical role ensures incidents and service requests are delivered within specified timeframes, meeting Service Level Agreements (SLAs), while demonstrating high-level customer service and delivering the highest standards of service to our customers.

As a leader within the Information Services Branch, you will foster a values-based culture, demonstrate considered decision-making, effectively communicate, and provide advice on technical matters. You will lead and develop Service Centre consultants, coordinate team operations, which includes workforce rostering and work allocation requirements.

This role is ideal for a skilled professional with experience in ICT Service delivery, exceptional organisational and customer service skills, and a knack for building productive working relationships. With opportunities to contribute to continuous improvement and maintain a proactive approach to incident resolution, this role offers a chance to make a real impact in one of Australia's largest local government organisations.

To be successful you will have:

• strong experience managing ICT incident and service fulfilment processes in a large, complex environment
• high-level customer service skills with a proactive approach to improving customer satisfaction
• excellent communication and interpersonal skills, with the ability to collaborate across technical and non-technical audiences
• exceptional organisational and analytical skills, capable of prioritising competing demands and solving complex problems
• demonstrated leadership capabilities aligned with fostering performance excellence and a values-based culture.

Benefits of working for Council include:

Council’s Employee Value Proposition allows you to grow your career to deliver a better Brisbane. With career progression opportunities as well as benefits that matter, our focus on culture and wellbeing will make you proud to work for Brisbane City Council as we prepare for the Brisbane 2032 Olympic and Paralympic Games and beyond.

• flexible working hours, and flexible arrangements
• free gym and wellness centre
• award winning superannuation fund
• generous leave provisions
• competitive salary.

Benefits of working for Council: CLICK HERE

How to apply:  Click on the 'I’m interested' button to complete your online application. Please upload your tailored resume and covering letter (of no more than one page) demonstrating your suitability to the position.

*Eligibility for internal only roles includes external applicants who identify as Aboriginal and/or Torres Strait Islander and/or as a person living with a disability. Applicants from these groups are required to complete the diversity and inclusion questions on the application form to enable Council to determine eligibility.

This role may require a Criminal History Check.

For more information: Please call Tania Heyblom, Talent Partner, on 07 3178 2146.

People from diverse backgrounds, including those living with a disability and/or Aboriginal and Torres Strait Islander peoples, who may have questions about the recruitment process or working at Council, are encouraged to reach out to the contact above, who can connect you with a member of Council’s Diversity and Inclusion team.

Application Closing Date: Tuesday, 28 February 2025 at 11:55pm AEST.

Brisbane City Council is a multi-award winning accessible and inclusive workplace where our people represent the diverse communities we serve, are supported, and can feel safe. Council has been awarded Employer of the Year at the National Disability Awards and has been recognised multiple times with ‘Gold Employer’ status from the Australian Workplace Equality Index for LGBTI inclusion. #LI-DNI