Service Management Officer – JIRA

12-month fixed-term contract with possible extension (reference no. 2210)

SELECTION CRITERIA

ESSENTIAL

1. At least two years’ experience in development, management and support of the JIRA
Service Management (cloud) product.
In my previous work as an IT officer, I have experience with JIRA service management, especially with
IT service desk. I helped customers with basic tools and ticketing system in JIRA service management.
After a few months, I coached newcomers at IT about ticketing service.
I finished PSM 1 (from scrum.org) and took a JIRA service management course.

2. Relevant graduate level qualifications with at least 4 years relevant experience and/or
education/training.
I worked as an IT officer, customer service management before being promoted to an ICT engineer in
offshore. I have a total of 2 years in serving customers regarding to IT service issues, along with
maintaining, monitoring and basically running day-to-day ICT operations at offshore IT office.
I reviewed and monitored IT tickets sent to IT service management department and forwarded to technicians
who were relevant with the work.
I graduated with Electronic and Communication Engineering at Curtin University. I took two units of
programming (C and C++) and Data Networking and Communication unit where I learned most of basic
IT networking (CCNA basic routing and switching). I received High distinctions in those units.

3. Demonstrated ability to assist with development and implementation of standard processes,

templates, and tools in line with the ITIL framework to ensure consistentworking practices and
standardisation across all areas of service delivery.
I understand ITIL framework and through my years of experience, I used my such knowledge to support
my IT help desk work in all areas of service delivery.
I have taken ITIL v4 Foundation tutorials, coaching sections and seminars regarding to effective use of
the framework.
4. Demonstrated experience in planning and managing service objectives and service
reporting preferably in a senior customer service or service delivery role.

As an ICT engineer, I monitored and reviewed service tickets that were related to IT office in offshore.
Not only I resolved some of the tickets myself, I also reported the summary of incidents and documented
them.

5. Excellent interpersonal and negotiation skills, with proven ability to interact effectively with
others and to build productive working relationships with colleagues and a diverse range of
stakeholders in a collaborative and consultative manner.

I have proven excellent interpersonal skills and negotiation skills. I fit in well in the environment instantly,
build good relationships with co-workers and stakeholders in collaborative and responsible manner. My job
required to outsource third party vendors for periodic maintenance work, commission new systems, etc.
Therefore, I constantly dealt with people, from all walks of life and I believe I am excelled at
communications.
At customer management, I supported service to colleagues, supervisors, senior staffs, and management,
all cooperate. I always maintain my composure, being patient and calm, when I provide IT help. I always
listen first and take much information as needed regarding to the matter. Therefore, customers are happy
with my support.

6. Demonstrated high level organisational and time management skills, with the ability to work
with minimum supervision to deadlines and to manage multiple activities and respond to
changing priorities.
At my previous work, being an IT in offshore office, time is critical. I performed work with minimal
supervision since the ICT department is basically one person due to strict maintaining of minimum POB
rule (person-on-board) at offshore.
I always mange to finish tasks in timely and responsible manner. On the busiest day, I encountered 3-4
different issues. I always sorted out firstly, then attend to the issues according to the priority.
7. Excellent written and verbal communication/presentation skills. Demonstrated experience
in writing complex documents and reports.
I have excellent communication skills, in both verbally and written.
I have experience with documenting BCP (business continuity program) and, reporting and summarizing
IT issue incidents, that were reflected in IT service desk. At the weekly meetings, I conducted presentations
with the summary. I also participated in knowledge sharing sessions among colleagues that are from
different department.
I have experience in preparing both external and internal IT audit papers. I wrote service manuals,
maintenance manuals of ICT systems that are used in offshore office.
At oil and gas production platform, safety is No. 1, therefore I also did research and wrote environmental
aspects while performing/ maintaining ICT systems.

8. Understanding of and commitment to the principles of anti-discrimination, anti-bullying and

equal employment opportunity legislation, work health and safety and the application of
these principles in the workplace.
I love experiencing different cultures and value them. I am flexible and able to adapt to my environment.
I understand and commit to the principles of anti-discrimination, anti-bullying and equal employment
opportunity legislation, work health and safety and the application of these principles in the workplace.

DESIRABLE
1. Knowledge of tertiary and/or secondary education sector.
I have volunteer experience with secondary school kids and teaching them basic coding. Moreover, I
participated in youth forum and have been invited to be a speaker.

2. Knowledge of current UAC services, systems and processes.

I have ongoing study in Microsoft Server course (AZ-800) and have a fair share of basic understanding of
UAC services and process.

3. Knowledge of the Atlassian suite of products.

I have experience with JIRA service management and Microsoft Project tools.

4. Understanding of ITIL framework best practices

I have taken ITIL v4 framework seminars, tutorial sessions. Moreover, my work required to work with the
standard of ITIL framework across the department.