IT QUT - QUT's IT Transformation Phase 2

IT QUT - QUT's IT Transformation Phase 2

IT QUT - QUT's IT Transformation Phase 2

IT@QUT QUT’s IT Transformation Phase 2: Final Change Management and Implementation Plan (CMIP) Learning Environments and Technology Services (LETS) Change Sponsor: Deputy Vice-Chancellor, Division of Technology, Information and Library Services (TILS) Version – FINAL – REVISED 18 May 2018 CRICOS Institution Code 00213J

IT QUT - QUT's IT Transformation Phase 2

2 Contents 1 Introduction . . 3 1.1 Interdependencies with the ITS and SPMO Proposal for Change . . 3 2 Change decision . . 3 2.1.1 Changes to service portfolio management . . 3 2.1.2 Changes to the delivery of technology support . . 4 2.1.3 Implementation of enterprise AV technology service . . 5 2.1.4 Realigning positions supporting Lecture Capture system to ITS . . 5 2.1.5 Realigning support for hardware and software procurement from ITS . . 5 2.1.6 Changes to the LETS leadership team . . 5 3 Implementation feedback . . 5 3.1 Staff feedback . . 6 3.1.1 Document error . . 6 3.1.2 Technology Support Officer position title . . 6 3.1.3 Technology Partner role and position description . . 6 3.2 Feedback from unions . . 7 3.2.1 Impact on key services . . 7 3.2.2 Impact on staff . . 7 3.2.3 Employment arrangements . . 8 3.2.4 Job families . . 8 3.2.5 Management of recruitment and selection processes . . 8 4 Implementation of the change decision . . 9 4.1 Commencement . . 9 4.2 Recruitment and selection processes . . 9 4.3 Position transfer process . . 10 4.4 Position title and description updated . . 10 4.5 Discontinued positions . . 10 4.6 Reduction in job families . . 11 4.7 Discontinued positions and reduction of position pool . . 11 5 IT Transformation program and interdependencies . . 12 6 Engaging, consulting and supporting staff . . 12 6.1 Engaging . . 12 6.2 Supporting staff and building capability . . 13 7 Stakeholders and proposed timeline . . 13 Appendix A: Organisational charts . . 14 Figure 1: LETS: Director’s Office . . 14 Figure 2: LETS: Technology Support . . 15 Figure 3: LETS: Learning Environments . . 16 Appendix B: Workforce profile impacts . . 17 Table 1: Workforce profile impacts - LETS – Director’s Office . . 17 Table 2: Workforce profile impacts – LETS – Technology Support . . 17 Table 3: Workforce profile impacts – LETS Learning Environments . . 20 Table 4: Workforce profile impacts – ITS Infrastructure Services . . 21 Appendix C: Position Descriptions . . 22

IT QUT - QUT's IT Transformation Phase 2

3 1 Introduction The background and rationale for change was outlined in QUT’s IT Transformation – Phase 2: Draft Change Management and Implementation Plan – Learning Environments and Technology Services (LETS) (‘draft CMIP’) and, prior to that, QUT’s IT Transformation – Proposal for Change Phase 2: Learning Environments and Technology Services (‘the Proposal’). There are seven (7) aspects to the change: • Development of a new service delivery model for technology services • Changes to the LETS leadership team o Establishment of a new Associate Director, Technology Support position. • Development of a new approach to the management of service portfolios o Creation of two (2) new Service Manager positions for two broad service portfolios o Discontinuing the Manger, Service Design and Business Process position. • Changes to the delivery of technology support o Creation of five (5) ongoing Technology Partner positions to strategically partner with faculties / institutes / divisions.

o Discontinuing the six (6) ‘IT Coordinator’ positions o Structures and position descriptions for technology support roles be simplified and refreshed; linked HEW Level position descriptions to be discontinued. • The management of Learning Environments is made more consistent through the implementation of an enterprise AV technology service o Creation of two (2) new positions (Manager, Learning Environments Design and Projects (HEW10); and Project Manager (SaMA projects) (HEW8)) to manage learning environments projects and support and maintenance activities • Lecture Capture support realigns from LETS to ITS, to be consistent with other learning and teaching systems support o Staff currently supporting the Lecture Capture system realign from LETS to ITS • Hardware and software procurement activities realign from ITS to LETS to be consistent with other client computing support activities.

This Final Change Management and Implementation Plan (‘Final CMIP’) outlines: • The Change Decision; • Feedback and response on the Proposed Implementation of the Change Decision, and • Implementation of the Change Decision. 1.1 Interdependencies with the ITS and SPMO Proposal for Change In response to the ITS and SPMO Proposal for Change released on 18 April, many considerate and insightful responses were submitted. As at 16 May, the Transformation team, HR, and ITS and SPMO senior leaders are continuing to follow up with some staff and stakeholders on the feedback received to further inform the decisions being made. To allow time for that work to be undertaken, the ITS and SPMO Draft CMIP is still being prepared, and will be released on Tuesday 22 May 2018. The ITS and SPMO Final CMIP, to be released in June, will provide additional detail about transition planning and recruitment processes, which will proceed as one process encompassing LETS, ITS and SPMO positions.

2 Change decision Based on the rationale in the Proposal, feedback from staff and stakeholders during the consultation process and further consideration by the University, it was determined that change is required as outlined below. 2.1.1 Changes to service portfolio management It has been decided to create two (2) new ongoing Service Manager (HEW10) positions for two broad service portfolio areas: • Service Manager, Collaboration and Communication; and • Service Manager, Client Technology Services & Support.

IT QUT - QUT's IT Transformation Phase 2

4 A copy of the position descriptions for the Service Manager roles are included in Appendix C. It has been decided to transfer the Collaborative Technologies Information Management Officer (HEW 7) from the Library to LETS to report to the Service Manager, Collaboration and Communication. It has been decided to discontinue the following position as it is no longer required: • Manager, Service Design and Business Processes (Governance and Quality) (HEW9). 2.1.2 Changes to the delivery of technology support It has been decided to create five (5) ongoing strategic engagement ‘business partner’ positions, titled Technology Partners (HEW9): • Technology Partner – Divisions • Technology Partner – Health / IHBI • Technology Partner – SEF / IFE • Technology Partner – Business / Law • Technology Partner – CI / Education / QUTIC A copy of the position description for the Technology Partner role is included in Appendix C. It has been decided to discontinue the following six (6) ‘IT Coordinator’ positions as they are no longer required: • Manager, Information Technology (HEW9) • IT Manager (HEW8) • Team Leader - IT & Web (HEW8) • Digital Services and Information Manager (HEW8) • Information Technology Team Leader (HEW8) • Information Technology Services Coordinator (HEW7) It has been decided that structures and position descriptions for technology support roles will be simplified and refreshed and that future Technology Support Officer positions will be classified at one level, rather than linked across two classification levels (i.e. HEW5/HEW6 linked). • incumbents currently occupying a linked HEW5/HEW6 Technology Support Officer position at the HEW6 classification level will transition to a HEW6 Technology Support Officer role. • incumbents currently occupying a linked HEW5/HEW6 Technology Support Officer position at the HEW5 classification level will transition to a HEW5 Technology Support Officer role. • ‘specialist’ technology support roles realigned to TILS during Phase 1 will directly transition to the organisational structure as follows: o HEW7 positions will be directly transitioned to a new, common position description titled Senior Specialist Technology Support Officer (HEW7); o HEW6 positions will be directly transitioned to a common position description titled Specialist Technology Support Officer (HEW6); and o one (1) HEW4 Computer Support Assistant will directly transition to a Specialist Technology Support Assistant (HEW4) position.

It has been decided that one (1) new ongoing Logistics Officer (HEW5) position will be created. It has been decided to discontinue the following position as it is no longer required: • Applications Programmer (HEW7). The Technology Support organisational chart is at Appendix A: Figure 2. All position descriptions are at Appendix C.

IT QUT - QUT's IT Transformation Phase 2

5 2.1.3 Implementation of enterprise AV technology service It has been decided to create two (2) new positions to support an enterprise approach to AV support for non-specialist teaching rooms and meeting rooms: • Manager, Learning Environments Design and Projects (HEW10). • Project Manager (SaMA projects) (HEW8). Position descriptions for these positions are included in Appendix C. It has been decided that the two (2) technology support positions (HEW6) (Technology Support Officer # 50025 and Systems Specialist #123218) in the Learning Environments team will be reduced to one (1) position. If either of these two staff are not successful in obtaining a position in the new LETS, ITS or SPMO structure, then the reduction of one (1) position will be achieved through a process of inviting Expressions of Interest for a Voluntary Redundancy and, if required, Involuntary Redundancy. 2.1.4 Realigning positions supporting Lecture Capture system to ITS It has been decided to transfer the Lecture Capture system’s management, support, and positions from LETS to ITS: • the Technology Support Officer (Lecture Capture) (HEW6) • the contracts of the two fixed-term Lecture Capture positions will be honoured. 2.1.5 Realigning support for hardware and software procurement from ITS It has been decided to realign the hardware and software procurement function into LETS. Workforce impacts of this change are as follows: • a new ongoing Software Licensing Officer (HEW6) position will be created within LETS. The position description is included in Appendix C.

• two ongoing positions within ITS’ procurement team will be discontinued as they are no longer required: o Software Licensing Coordinator (HEW7) o Administrative Assistant (HEW4) • the contracts of the two fixed-term positions within ITS procurement team will be honoured; o Software Licensing Assistant (HEW5) o Software Acquisitions Assistant (HEW5) 2.1.6 Changes to the LETS leadership team Recruitment to the Director, LETS position is currently underway, following the departure of the former Director in January 2018. The current acting Director, LETS is on secondment from HiQ. The Associate Director, Learning Environments position will continue. A new Associate Director, Technology Support position (SSG) has been created, and recruitment will commence shortly. The role will become a key part of the proposed LETS leadership team and be responsible for the delivery of new client-focused service model.

The Technology Support Manager position, which was created as a temporary role to assist with the transition of technology roles into LETS, will not continue. 3 Implementation feedback There were two (2) written submissions received from staff during the consultation period on the proposed implementation of the change decision outlined in the Draft CMIP. Verbal feedback was also provided to the Change Sponsor and others through wider consultation across the University. Verbal feedback was also provided to the Change Sponsor (DVC (TILS)) by the National Tertiary Education Union (NTEU) and Together Branch of ASU during a recent Joint Consultative Committee meeting with QUT.

IT QUT - QUT's IT Transformation Phase 2

6 3.1 Staff feedback 3.1.1 Document error There was feedback regarding the use of an incorrect position title in one of the organisational charts included in the Draft CMIP. University response to feedback related to 3.1.1 The University notes this feedback and the organisational charts have been corrected for inclusion in this Final CMIP. 3.1.2 Technology Support Officer position title There was feedback regarding the use of the position title Technology Support Officer for both the HEW 5 and HEW 6 positions in the Technology Support team. The feedback proposed that the HEW 6 Technology Support position be renamed Senior Technology Support Officer to differentiate between the positions at the two classification levels.

University response to feedback related to 3.1.2 As was noted in the Draft CMIP, there were a number of pieces of feedback on the Proposal for Change regarding the position title for Technology Support Officers, particularly to the proposed change in title for Technology Support Officers at a HEW 5 level to Client Service Officer. The feedback was considered by the Change Sponsor and LETS leadership team, and with advice from HR at that time, the title was reverted to Technology Support Officer, with further consultation invited from staff.

The IT Transformation Program team appreciates the feedback suggesting ‘Senior’ be incorporated into the HEW 6 Technology Support Officer position title. However, there is a need for consistency with the use of the Senior demarcation for other roles at a HEW 7 in the same department. For that reason, it will not be used for a HEW 6 Technology Support Officer role. The position description sets out the difference between the duties and responsibilities of the two roles. 3.1.3 Technology Partner role and position description There was feedback regarding the Technology Partner role. Specifically this feedback asked about the assignment of Technology Partners to specific faculties and knowledge transfer between staff in Technology Partner roles. This feedback also listed a number of tasks and activities currently undertaken by IT Coordinators on behalf of the faculties they are aligned with, and noted that not all activities are specifically identified in the Technology Partner position description. University response to feedback related to 3.1.3 The University notes this feedback and acknowledges the importance of knowledge transfer across all technical roles including the Technology Partner. A number of activities, including the development of a knowledge database, have already commenced to facilitate knowledge transfer among the IT Coordinators’ group. Technology Partner staff will be a team and this will also further drive knowledge sharing and will be used to manage workload across client areas. Position descriptions do not include all tasks undertaken by staff but outline the typical activities, duties and capabilities required. The activities of the roles will be further co-designed in collaboration with the staff who are appointed to the roles and with client areas. There will be a need to review these services in an ongoing way to ensure consistency of service across client areas. Consultation on these services with faculties, institutes and divisions has commenced during the IT Transformation Program and will continue as the CMIP is implemented.

7 3.2 Feedback from unions The NTEU provided one response containing consolidated feedback in relation to the LETS Draft CMIP and to the ITS and SPMO Proposal for Change. Below is general feedback provided on both documents and specific feedback relating to the LETS Draft CMIP. 3.2.1 Impact on key services The NTEU indicated that many of their members recognise that change can be a positive force to drive efficiencies and improve effectiveness but concerns were held about the way the current proposals will be implemented and the impact that it may have on support for key services. University response to feedback related to 3.2.1 The university recognises the critical importance of delivering quality and responsive service to both staff and students of the university. Whilst services may be delivered in different ways the focus will be on ensuring that all staff and students receive a high level of service, one which is designed and delivered from their perspective as users.

Simplifying processes through redesign and system improvements aims to improve the user experience at an enterprise level and remove differential service delivery between organisational areas of the university. 3.2.2 Impact on staff In summary, the NTEU members were concerned about: • a loss of experienced and competent staff • an increase in middle management at the expense of a decrease in frontline staff • extended wait time to fix outages and respond to service issues • increased workload and decreased morale for remaining staff University response to feedback related to 3.2.2 The proposed organisational structure and staffing allocation has been designed to ensure that experienced and capable staff are transitioned to the new service delivery model. Additional training will be provided to all staff where required, which will also promote career development opportunities. The new service delivery model is predicated on a number of key principles including promoting and maximising self-service where possible. This will free staff to focus on higher level strategic and tactical operations. Importantly, staff and students will always be able to have their issues resolved by TILS staff if self-service options are not appropriate. For these reasons, it is not anticipated that wait time to fix outages or response to service issues will increase. The intention is to have specialised and trained staff deployed in critical areas to minimise service disruption, outages and delays in the first instance.

The new model is not about increasing the workload of staff. However, the activities that some staff are currently performing may change or cease, or the way they undertake them may be different. The workload of staff will be carefully monitored by supervisors and managers, and staff will be encouraged to escalate any issues of concerns immediately.

8 3.2.3 Employment arrangements The NTEU also commented that the proposals did not address the various employment arrangements currently in place for different roles such as flexible hours, TOIL, etc. University response to feedback related to 3.2.3 The current employment arrangements in place with supervisors/managers will continue where possible for the agreed period. Staff are encouraged to discuss these arrangements with their new supervisors as soon as possible. Decisions about continuing any arrangement will be made by the new supervisor following discussion with the relevant staff member.

The Together Branch of the ASU also provided one response containing consolidated feedback in relation to the LETS Draft CMIP, and the ITS and SPMO Proposal for Change, and the Finance and Resource Planning Transformation Proposal for Change. Below is general feedback provided which is relevant to the LETS Draft CMIP. 3.2.4 Job families Some concern was expressed that from the proposed job descriptions and job titles that it appears that decisions had already been made about which staff would transition into the positions in job families in the new structure.

University response to feedback related to 3.2.4 There have been no decisions made about which staff in job families would transition to the new structure. All staff in job families have the option to apply for positions in the new structure. Should the reduction of staff to the job families not be achieved through this recruitment process (or a subsequent recruitment process) then Expressions of Interest will be invited for a Voluntary Redundancy (clause 58.4) and, if required, an Involuntary Redundancy process (clause 58.5). The particular role that staff members remaining in the job family will transition to will be a decision made by the relevant supervisor following discussion with staff.

3.2.5 Recruitment and selection processes Together supported the decision to provide opportunity for fixed-term staff to apply for any vacancies ahead of any external advertising but would like the University to consider voluntary redundancy options in the first instance. University response to feedback related to 3.2.5 The University would like to clarify that it is not a requirement that staff in discontinued positions apply for roles in the new structure: it is an individual’s choice and decision about whether to apply for vacant roles.

The University acknowledges that some staff may like to accept a redundancy, however, in job families to be reduced in size, it is not possible to provide the option of Voluntary Redundancy in the first instance (that is, before the recruitment and selection processes) because relevant staff within the job family may secure opportunities in the new structure through those recruitment and selection processes. This may result in there being no surplus within job families which would mean that bona fide redundancies could not be offered. (It remains the case that any redundancies as part of the IT Transformation Program are not offered to people in any position, but only to people in those particular positions no longer required.)

9 4 Implementation of the change decision 4.1 Commencement Progressive implementation of the changes to the LETS organisational structure will be undertaken in coordination with other activities of the IT Transformation Program. In particular, recruitment to vacant positions will not commence until the ITS and SPMO Draft CMIP is released, and feedback on that Draft CMIP received and considered. Given that, and as per Section 1.1, the Final CMIP for ITS and SPMO will provide the definitive information for ITS, SPMO and LETS implementation of change. The following key activities will need to be completed for this LETS implementation to occur: • Transition plan developed with staff involvement. Please refer to the ITS and SPMO Draft CMIP for information about this process • Transfer of staff • Recruitment to vacant positions • Consultation with stakeholders and finalisation of service and engagement models. These activities will be undertaken at different times and where specific schedules are currently known, they are outlined in this CMIP. The activities will be sequenced and managed to maintain business continuity to ensure that high quality service delivery continues during the transition period. Maximising employment security for staff is also a key consideration.

The IT Transformation Program team will coordinate these activities. Where timelines are not currently known or are dependent on the outcomes of other IT Transformation activities, these will be communicated to impacted staff by the IT Transformation Program team. 4.2 Recruitment and selection processes There are twelve (12) new positions created in the LETS department as a result of this change (that is, eleven (11) staff positions and one (1) senior leadership position). In determining the process to fill new positions, the University is committed to maximising job security for ongoing staff whose positions are being discontinued, or whose job family is being reduced in number, and to avoid redundancies where possible. The IT Transformation Program is also committed to ensuring business continuity is maintained so that services are not unintentionally disrupted during the implementation of the changes.

To balance these principles, a three-stage approach will be followed for recruitment of staff into new positions: 1. Internal advertisement of positions to a pool of affected staff from LETS, ITS, and the SPMO consisting of: • Ongoing staff whose substantive position is no longer required, and • Ongoing staff whose position is part of a job family to be reduced in number in the new structure. (“Eligible Staff”) 2. If suitable candidates cannot be identified for all positions from the initial (Stage 1) recruitment process, unfilled positions will then be opened to TILS staff who are; • In fixed-term roles, or • In ongoing positions directly transitioning to the new structure. (The introduction of this category of staff is the result of feedback received on the ITS and SPMO Proposal for Change. All staff are encouraged to refer to the ITS and SPMO Draft CMIP and Final CMIP for further details.) 3. If suitable candidates cannot be identified for all positions during Stage 2, all unfilled positions will then be opened to all QUT staff, and external applicants and will be advertised externally. In acknowledgement of the later release of the ITS and SPMO Proposal for Change, and to allow Eligible Staff to apply for new / unoccupied positions in the proposed structures (of LETS, ITS and the SPMO), recruitment will commence at a time that provides all Eligible Staff with the opportunity to apply for suitable positions.

10 The recruitment process will be aligned across the LETS, ITS and SPMO changes. Any changes to the recruitment process arising from feedback to the ITS and SPMO Proposal for Change and Draft CMIP will also be applied to the LETS CMIP. At this stage, the recruitment process is scheduled to commence on 18 June. However any changes to the ITS and SPMO Proposal for Change (for example, in response to feedback) could impact on these timelines. The IT Transformation Program team will coordinate further communications regarding timelines and processes for advertisement and recruitment to affected staff across LETS, ITS and the SPMO.

The material to be submitted by Eligible Staff as part of the application process will be outlined in the relevant position description under the heading ‘How to Apply’. The relevant panel chair will shortlist and determine all further selection processes. Shortlisted candidates will be advised of the relevant selection processes and will have the opportunity to advise if they have a disability and require any reasonable adjustment to the selection process. The panel will only recommend appointment of Eligible Staff if they are considered suitable. 4.3 Position transfer process There are three (3) positions which will be transferred out of LETS and into other areas and one (1) position which will transfer into LETS. These positions will transfer at a time determined by the DVC (TILS) in consultation with the staff members, their current managers, and the managers of their new organisational areas.

4.4 Position title and description updated The majority of positions across LETS will transfer directly to the new structure. Position titles will be updated as indicated in Section 3 and position descriptions will be simplified and refreshed. New position descriptions will be made available to staff and their supervisors. Position titles will be updated as part of the implementation, commencing from Monday 21 May. 4.5 Discontinued positions There are ten (10) discontinued positions. To ensure business continuity and knowledge transfer, staff will remain in their current positions undertaking their current duties until a redundancy date (if required) has been determined. It is likely that a redundancy date will not be before 30 September 2018.

QUT has an obligation to avoid redundancies wherever possible. If there are consequential vacancies (resulting from stages 1 and 2 of the internal recruitment processes) HR will contact those staff members who remain in a discontinued position, or in a job family that is still to be reduced, to determine if they intend to apply for those consequential vacancies. Depending on their intentions, HR will work with TILS to determine the next steps. Although this may cause some delays, it will ensure that all staff at risk of redundancy have every opportunity to secure alternate employment in the University. It will also ensure that any redundancy is a bona fide redundancy.

11 Staff in discontinued positions who do not secure alternate positions will be advised in writing that they may elect one of the following options, as outlined within the Enterprise Agreement: • Agree to a voluntary redundancy; • Seek Redeployment in accordance with the University’s Redeployment policy (B/11.3 Redeployment); or • Seek a review of the decision that the position is redundant. Eligible Staff will be able to obtain a redundancy quotation by contacting Rebecca Millard, Human Resources Project Officer, at rebecca.millard@qut.edu.au.

Some staff have substantive positions which are being discontinued but are currently on secondment or on a concurrent fixed-term contract which may end after the redundancy date or redeployment date. In this case, the redundancy date or redeployment date will be the date their secondment or concurrent fixed-term contract ends, and there will be no further extension to the secondment or concurrent fixed- term contract. A staff member whose position is being discontinued can apply for any other position/s at QUT outside of this change process. Where the staff member is appointed to an ongoing position either before the redundancy date or within three (3) months of the redeployment date, they will not be entitled to any redundancy benefit.

4.6 Reduction in job families The two (2) technology support positions (HEW6) (Technology Support Officer # 50025 and Systems Specialist #123218) in the Learning Environments team will be reduced to one (1) position. Both staff members substantively appointed to the technology support positions (HEW6) (Technology Support Officer # 50025 and Systems Specialist #123218) are eligible to apply for any vacancies created through this change process and any that may be created as part of the ITS and SPMO change process, via the relevant recruitment and selection process.

If neither is appointed to a new vacant position in LETS, ITS or SPMO, then a reduction of one (1) FTE is required. In this case, the redundancy provisions in the Enterprise Agreement will be applied with a call for a Voluntary Redundancy (clause 58.4) and, if required, an Involuntary Redundancy process (clause 58.5). The objective criteria that will be used to determine redundancy (Voluntary, and if required, Involuntary) are as follows: 1. In depth technical understanding and knowledge of Microsoft Enterprise Management and Apple Enterprise management systems and technology.

2. Ability to build the high level managed operating environment in readiness for the handover point to other technical support teams for specific tailoring for individual users. 3. Demonstrated analytical skills including troubleshooting in order to contribute scalable solutions for to assist in resolving complex problems. 4. Strong testing skills to ensure accuracy and working order of technology build for use by thousands of end users. 5. High standard interpersonal and customer service skills with demonstrated experience in communicating complex technology issues clearly and confidently at different levels within the organisation.

4.7 Discontinued positions and reduction of position pool If a staff member’s employment with QUT terminates for any reason (e.g. resignation or dismissal) prior to the redundancy date or within three (3) months of their redeployment date, they will not be entitled to any redundancy payment or benefit. A staff member who accepts, or is made redundant, will not be eligible for ongoing, fixed-term or casual/sessional employment for a period of twelve (12) months from the date of separation. For further information see the University’s policy (B/7.13 Re-engagement following redundancy or early retirement).

12 5 IT Transformation program and interdependencies This CMIP is closely linked and interdependent with any other changes that come out of the IT Transformation Program including the ITS and SPMO Draft and Final CMIPs. The IT Transformation team and Change Sponsor have worked through various approaches to break down this complex and detailed set of changes into actionable steps. ITS and SPMO change process timelines for reference Timeline Activity Wednesday 18 April 2018 Proposal for Change released Thursday 3 May 2018 Consultation on Proposal for Change closes Tuesday 22 May 2018 Draft Change Management and Implementation Plan (CMIP) released Tuesday 5 June 2018 Consultation on Draft CMIP closes Friday 15 June 2018 Final CMIP released Monday 18 June 2018 Implementation commences Figure 4: Overlay of updated timelines for LETS, ITS and SPMO change processes 6 Engaging, consulting and supporting staff 6.1 Engaging The University’s aim is to engage with staff throughout the transformation process to unlock the value for students and staff, and enhance the sustainability and performance of QUT’s operations. This will be achieved through the sharing of information, encouraging consultation and feedback, and providing opportunities for active participation throughout this process.

A dedicated Digital Workplace site is available at: https://qutvirtual4.qut.edu.au/group/staff/technology-and-facilities/techno logy-services/it-function- review

13 6.2 Supporting staff and building capability As noted at section 2.2.1 above, the University will continue to support staff and provide opportunities to build capability, to ensure successful transformation underpinned by the following REAL World Capabilities. • Agility and openness to change • Future focused thinking • Leadership of strategy, action and others HR’s programs that provide capability building, support, resources and information are available at https://sharepoint.qut.edu.au/divisions/das/hrd/career/SitePages/Workshops. aspx. As individual staff members respond to change in different ways, support is available through the University’s free confidential counselling and support services provider, Assure Programs (1800 808 374). A dedicated Manager Hotline is also available.

7 Stakeholders and proposed timeline NAME POSITION INTEREST IN PROJECT Ms Judy Stokker DVC, TILS Sponsor Mr Mark McCormack Acting Director, LETS Leadership of LETS department during change Mr Chris Bridge Director, ITS Alignment with ITS Proposal for change LETS staff transitioning to ITS Mr Colin Hewitt Associate Director, SPMO Alignment with SPMO’s Proposal for change Faculties, institutes, divisions Executive Deans, Institute Managers, Heads of Division Clients for technology services Ongoing staff whose substantive roles are directly impacted by the change Consultation and Feedback Union Representatives Consultation and Feedback The following contacts are available to answer questions about the IT Transformation change process: • Leanne Levinge, IT Transformation Manager, x83309, l.levinge@qut.edu.au • Ms Judy Stokker, DVC (TILS), j.stokker@qut.edu.au ACTIVITY TIMELINE LETS Final Change Management and Implementation Plan (CMIP) distributed Wednesday 16 May Implementation commences Monday 21 May Recruitment process commences Monday 18 June

14 Appendix A: Organisational charts Figure 1: LETS: Director’s Office

15 Figure 2: LETS: Technology Support Note: Fixed-term positions are not shown on this proposed structure. All fixed-term contracts will be honoured. See tables in Appendix B for specific information for each role.

16 Figure 3: LETS: Learning Environments Note: Fixed-term positions are not shown on this proposed structure. All fixed-term contracts will be honoured. See tables in Appendix B for specific information for each role.

17 Appendix B: Workforce profile impacts All fixed-term contracts will be honoured. Fixed-term positions are not included in the tables below except in the case that their position is transferred. Legend New position Transitioned Discontinued position Transfer Number of positions reduced Table 1: Workforce profile impacts - LETS – Director’s Office Current Position Title Current Position Number New Position Title Position Classification Current Classification Position Status TYPE Implementation NEW Associate Director Technology Support SSG Fixed-term Recruitment, within the external market, will commence shortly.

NEW Service Manager Collaboration and Communication Services HEW10 Ongoing Full Time New position. Collaborative Technologies Information Management Officer 0000184840 Collaborative Technologies Information Management Officer HEW7 HEW7 Ongoing Full Time SUB Position transferred into LETS Manager, Service Design and Business Processes (Governance and Quality) 0000181220 HEW9 Ongoing Full Time SUB Position discontinued. Administration Officer 0000134443 Administration Officer HEW5 HEW5 Ongoing Full Time SUB The position remains in the proposed new structure, and the incumbent will directly transition into that position.

Associate Director - Learning Environments 0000080187 Associate Director, Learning Environments SSG SSG Fixed-term Full Time SUB The position remains in the proposed new structure, and the incumbent will directly transition into that position. Table 2: Workforce profile impacts – LETS – Technology Support Current Position Title Current Position Number New Position Title Position Classification Current Classification Status TYPE Implementation NEW Service Manager Client Technology Services & Support HEW10 Ongoing Full Time New position NEW Logistics Officer (Technology Support) HEW5 Ongoing Full Time New position

18 Current Position Title Current Position Number New Position Title Position Classification Current Classification Status TYPE Implementation NEW Software Licensing Officer HEW6 Ongoing Full Time New position NEW Technology Partner – Business / Law HEW9 Ongoing Full Time New position NEW Technology Partner – CI / Education / QUTIC HEW9 Ongoing Full Time New position NEW Technology Partner - Divisions HEW9 Ongoing Full Time New position NEW Technology Partner – Health / IHBI HEW9 Ongoing Full Time New position NEW Technology Partner – SEF / IFE HEW9 Ongoing Full Time New position Information Technology Services Coordinator 0000191862 HEWA7 Ongoing Full Time SUB Position Discontinued Information Technology Team Leader 0000236799 HEWA8 Ongoing Full Time SUB Position Discontinued Team Leader - IT & Web 0000020101 HEWA8 Ongoing Full Time SUB Position discontinued. Manager, Information Technology 0000061446 HEWA8 Ongoing Full Time SUB Position discontinued. Digital Services and Information Manager 0000114700 HEWA8 Ongoing Full Time SUB Position discontinued. IT Manager 0000140761 HEWA9 Ongoing Full Time SUB Position discontinued. Applications Programmer 0000096463 HEWA7 Ongoing Full Time SUB Position discontinued. Support Manager 0000234804 Enterprise Technology Support Manager GP HEW9 HEWA9 Ongoing Full Time SUB Position title and description updated Support Manager 0000130294 Enterprise Technology Support Manager KG HEW9 HEWA9 Ongoing Full Time SUB Position title and description updated Team Leader 0000010685 Team Leader - Technology Support (GP 1) HEW7 HEWA7 Ongoing Full Time SUB Position title and description updated Team Leader 0000094334 Team Leader - Technology Support (KG 2) HEW7 HEWA7 Ongoing Full Time SUB Position title and description updated IT Support Specialist 0000070133 Specialist Technology Support Officer - GP HEW6 HEWA6 Ongoing Full Time SUB Position title and description updated Information Technology Specialist 0000092105 Senior Specialist Technology Support Officer – KG HEW7 HEWA7 Ongoing Full Time SUB Position title and description updated Senior IT Specialist 0000134139 Senior Specialist Technology Support Officer – GP HEW7 HEWA7 Ongoing Full Time SUB Position title and description updated IT Support Specialist 0000137457 Specialist Technology Support Officer - GP HEW6 HEWA6 Ongoing Full Time SUB Position title and description updated IT Support Specialist 0000157689 Specialist Technology Support Officer - GP HEW6 HEWA6 Ongoing Full Time SUB Position title and description updated IT Specialist 0000208914 Specialist Technology Support Officer - KG HEW6 HEWA6 Ongoing Full Time SUB Position title and description updated

19 Current Position Title Current Position Number New Position Title Position Classification Current Classification Status TYPE Implementation Technology Support Officer 0000010061 Technology Support Officer -GP 1 HEW5 HEWA5 Ongoing Full Time SUB Position title and description updated Technology Support Officer 0000010684 Technology Support Officer -GP 1 HEW5 HEWA5 Ongoing Full Time SUB Position title and description updated Technology Support Officer 0000011364 Technology Support Officer -KG 2 HEW5 HEWA5 Ongoing Full Time SUB Position title and description updated Technology Support Officer 0000020099 Technology Support Officer - KG 2 HEW6 HEWA6 Ongoing Full Time SUB Position title and description updated Technology Support Officer 0000030061 Technology Support Officer -GP 1 HEW5 HEWA5 Ongoing Full Time SUB Position title and description updated Technology Support Officer 0000031792 Technology Support Officer -KG 1 HEW6 HEWA6 Ongoing Full Time SUB Position title and description updated Technology Support Officer 0000060140 Technology Support Officer - KG 2 HEW6 HEWA6 Ongoing Full Time SUB Position title and description updated Technology Support Officer 0000070268 Technology Support Officer - KG 2 HEW6 HEWA6 Ongoing Full Time SUB Position title and description updated Team Leader 0000070431 Team Leader - Technology Support (GP 2) HEW7 HEWA7 Ongoing Full Time SUB Position title and description updated Computer Systems Officer 0000072019 Specialist Technology Support Officer - KG HEW6 HEWA6 Ongoing Full Time SUB Position title and description updated Technology Support Officer 0000080096 Technology Support Officer -KG 2 HEW5 HEWA5 Ongoing Full Time SUB Position title and description updated Team Leader 0000080352 Team Leader - Technology Support (KG 1) HEW7 HEWA7 Ongoing Full Time SUB Position title and description updated Technology Support Officer 0000095962 Technology Support Officer - GP 2 HEW6 HEWA6 Ongoing Full Time SUB Position title and description updated Technology Support Officer 0000096087 Technology Support Officer -KG 2 HEW5 HEWA5 Ongoing Full Time SUB Position title and description updated Technology Support Officer 0000103617 Technology Support Officer - GP 2 HEW6 HEWA6 Ongoing Full Time SUB Position title and description updated Technology Support Officer 0000105666 Technology Support Officer -KG 2 HEW5 HEWA5 Ongoing Full Time SUB Position title and description updated Technology Support Officer 0000107044 Technology Support Officer -GP 1 HEW5 HEWA5 Ongoing Full Time SUB Position title and description updated Technology Support Officer 0000114490 Technology Support Officer - GP 2 HEW6 HEWA6 Ongoing Full Time SUB Position title and description updated Technology Support Officer 0000117926 Technology Support Officer -GP 2 HEW5 HEWA5 Ongoing Full Time SUB Position title and description updated Computer Support Assistant 0000125465 Specialist Technology Support Assistant - KG HEW4 HEWA4 Ongoing Full Time SUB Position title and description updated Technology Support Officer 0000000039 Technology Support Assistant -GP 1 HEW4 HEWA4 Ongoing Full Time SUB Position title and description updated Technology Support Officer 0000106461 Technology Support Officer -KG 2 HEW5 HEWA5 Ongoing Full Time SUB Position title and description updated Technology Support Officer 0000126782 Technology Support Officer -GP 2 HEW5 HEWA5 Ongoing Full Time SUB Position title and description updated

20 Current Position Title Current Position Number New Position Title Position Classification Current Classification Status TYPE Implementation Technology Support Officer 0000127406 Technology Support Officer -GP 1 HEW5 HEWA5 Ongoing Full Time SUB Position title and description updated Technology Support Officer 0000129694 Technology Support Officer -KG 1 HEW5 HEWA5 Ongoing Full Time SUB Position title and description updated Technology Support Officer 0000130299 Technology Support Officer -GP 2 HEW5 HEWA5 Ongoing Full Time SUB Position title and description updated Technology Support Officer 0000000052 Technology Support Officer -GP 2 HEW5 HEWA5 Ongoing Full Time SUB Position title and description updated Technology Support Officer 0000131765 Technology Support Officer -KG 1 HEW6 HEWA6 Ongoing Full Time SUB Position title and description updated Technology Support Officer 0000138379 Technology Support Officer -KG 1 HEW5 HEWA5 Ongoing Full Time SUB Position title and description updated Technology Support Officer 0000142727 Technology Support Officer -KG 2 HEW5 HEWA5 Ongoing Full Time SUB Position title and description updated Technology Support Officer 0000171942 Technology Support Officer - GP 1 HEW6 HEWA6 Ongoing Full Time SUB Position title and description updated Logistics Coordinator 0000080279 Logistics Coordinator - Client Computing HEW7 HEWA7 Ongoing Full Time SUB Position title and description updated Table 3: Workforce profile impacts – LETS Learning Environments Current Position Title Current Position Number New Position Title Position Classification Current Classification Status TYPE Implementation NEW Manager, Learning Environments Design and Projects HEW10 Ongoing Full Time New position NEW Project Manager (SaMA) HEW8 Ongoing Full Time New position Technology Support Officer 0000050025 Technology Support Officer (Client Computing, Managed Operating Environment Team) HEW6 HEWA6 Ongoing Full Time SUB Number of positions reduced and Expressions of Interest for Voluntary Redundancies will be invited. Systems Specialist 0000123218 Technology Support Officer (Client Computing, Managed Operating Environment Team) HEW6 HEWA6 Ongoing Full Time SUB Number of positions reduced and Expressions of Interest for Voluntary Redundancies will be invited. Technology Support Officer - Lecture Recording 0000239606 Learning and Teaching Technologies Support - Lecture Capture HEWA6 HEWA6 Fixed-term Full Time (to 2 Nov 2018) SUB Transfer position to ITS and fixed- term contract will be honoured. Service Manager - Lecture Capture 0000238464 Technical Lead – Learning and Teaching Technologies Support (Lecture Capture) HEWA9 HEWA9 Fixed-term Full Time (to 2 Nov 2018) CON Transfer position to ITS and fixed- term contract will be honoured. Technology Support Officer 0000106462 Learning and Teaching Technologies Support HEWA6 HEWA6 Ongoing Full Time SUB Transfer position to ITS. Systems Specialist 0000010193 Senior Technology Support Officer (Client Computing, Managed Operating Environment Team) HEW7 HEWA7 Ongoing Full Time SUB Position title and description updated

21 Current Position Title Current Position Number New Position Title Position Classification Current Classification Status TYPE Implementation Technology Support Officer 0000010200 Technology Support Officer (Client Computing, Student Environment) HEW6 HEWA6 Ongoing Full Time SUB Position title and description updated Computer Systems Officer 0000010913 Senior Technology Support Officer (Learning Environments Design and Projects Team) HEW7 HEWA7 Ongoing Full Time SUB Position title and description updated Team Leader, Learning Environments Client Systems Engineering 0000061475 Manager, Client Computing, Managed Operating Environment HEW9 HEWA9 Ongoing Full Time SUB Position title and description updated Technology Support Officer 0000080068 Technology Support Officer (Client Computing, Student Environment) HEW6 HEWA6 Ongoing Full Time SUB Position title and description updated Technology Support Officer 0000080302 Technology Support Officer (Learning Environments Design & Projects) HEW6 HEWA6 Ongoing Full Time SUB Position title and description updated Logistics Coordinator 0000080548 Logistics Coordinator - Learning Environments HEW7 HEWA7 Ongoing Full Time SUB Position title and description updated Systems Specialist 0000080711 Senior Technology Support Officer (Client Computing, Managed Operating Environment Team) HEW7 HEWA7 Ongoing Full Time SUB Position title and description updated Team Leader, Learning Environments Software Engineering 0000099183 Manager, Client Computing, Student Environment HEW8 HEWA8 Ongoing Full Time SUB Position title and description updated Technology Support Officer 0000115531 Technology Support Officer (Client Computing, Student Environment) HEW6 HEWA6 Ongoing Full Time SUB Position title and description updated Technology Support Officer 0000080925 Client Service Officer (Learning Environments) HEW5 HEWA5 Ongoing Full Time SUB Position title and description updated Senior Technology Support Officer 0000119935 Senior Technology Support Officer (Client Computing, Student Environment) HEW7 HEWA7 Ongoing Full Time SUB Position title and description updated Systems Specialist 0000125775 Senior Technology Support Officer (Client Computing, Managed Operating Environment Team) HEW7 HEWA7 Ongoing Full Time SUB Position title and description updated Technology Support Officer 0000143896 Technology Support Officer (Client Computing, Student Environment) HEW6 HEWA6 Ongoing Full Time SUB Position title and description updated Table 4: Workforce profile impacts – ITS Infrastructure Services Current Position Title Current Position Number Current Classification Status TYPE Implementation Software Licensing Coordinator 0000099360 HEW7 Ongoing Full Time SUB Position discontinued. Administrative Assistant 0000112309 HEWA4 Ongoing Full Time SUB Position discontinued.

22 Appendix C: Position Descriptions • Associate Director Technology Support • Service Manager; Collaboration and Communication • Service Manager; Client Technology Services and Support • Technology Partner • Software Licensing Officer • Logistics Officer • Manager; Learning Environments Design and Projects • Project Manager; SaMA • Technology Support Officer (HEW5) • Technology Support Officer (HEW6) • Technology Support Officer – Managed Operating Environment (HEW6)

23 Associate Director, Technology Support Division of Technology, Information and Library Services

1 | P a g e About QUT QUT is a major Australian university with a global outlook and a 'real world' focus. We are one of the nation’s fastest growing research universities and our courses are in high demand. Our graduates include eight Rhodes Scholars, five of these awarded in the past six years. We are an ambitious and collaborative institution that seeks to equip our students and graduates with the skills they will need in an increasingly disrupted and challenged world. We are transforming the student experience we offer our 50,000 students and we place a premium on the international and national accreditation of our various professional degrees.

Our internationally award-winning Science and Engineering Centre is home to The Cube, acknowledged as one of the world’s largest digital interactive learning and display spaces. QUT established the world's first Creative Industries Faculty, and we invest heavily in collaborative learning and interdisciplinary research environments. Further information about QUT can be obtained from the website at www.qut.edu.au Our Vision The QUT Blueprint 5 is our institutional strategic plan. It sets out priorities, strategies and key performance indicators to drive greater coherence and coordination of our efforts. Our overall vision for the future is: • to provide outstanding real world education through physical and virtual learning environments and innovative courses that lead to excellent outcomes for graduates living in a diverse and complex environment characterised by rapid, transformative change; • to focus on being a globally leading university that delivers solutions to the challenges of today and of the future through high-impact research that spans discipline boundaries and works in partnership with end users, leveraging our deep technological strengths and alignment to the human capital and innovation needs of the global economy; • to strengthen and extend partnerships with professional and broader communities to build our reputation as a source of knowledge that is applied to real world challenges.

About the Division of Technology, Information and Library Services (TILS) TILS provides support for staff and students across a range of information and technology services including HiQ, IT, learning environments and the QUT Library. TILS includes: • HiQ • Information Technology Services • Learning Environments and Technology Services • QUT Library • Service and Project Management Office. About the Position The Associate Director, Technology Support provides strong leadership and direction to a diverse team of technology professionals and is accountable for the strategic planning, operational delivery and ongoing performance of a robust university-wide client computing service. The role will lead a large and diverse team that is responsible for the end-to-end technology stack for a range of critical customer-facing services. In addition, the role will define, develop and report on KPIs for strategic and operational end-to-end performance. Leading change in a highly complex IT environment, crucial to this role is ensuring that the end-user experience is at the core of the team’s focus.

The Associate Director is supported by a diverse team across three functional areas: • Enterprise Technology Support • Client Technology Services • Technology Partners The Enterprise Technology Support team is responsible for the delivery of exceptional technology support services across the client computing, learning environment and specialist technology support service streams. Client Technology Services works with a range of stakeholders to manage the full lifecycle of IT client computing hardware and software across the University.

2 | P a g e The Technology Partners work in partnership with senior stakeholders across various business units to engage and influence their client group in order to align technology investments and solutions with business strategies. This position reports to the Director, Learning Environments and Technology Services (LETS) for supervision, workload management and for Performance Planning and Review (PPR). The position is a member of the leadership team within the Division of LETS and works closely with Associate Directors and those within the Division of ITS who are committed to an integrated approach to ensure coherent delivery of services to students, staff and the wider university community. Key responsibilities include: • Contribute to the attainment of university goals (including the transformation agenda) by championing the University’s Blueprint and leading the evolution of client technology support services. • Lead accompanying cultural change by fostering an environment that encourages high levels of professional commitment, growth and development, resilience and alignment with QUT values.

• Build strong relationships with, and leverages the support of Technology Partners, Service Managers and senior stakeholders as a conduit into the business. • Lead and manage diverse teams across a number of functional areas to maximise outcomes for clients. • Focus on the end-user experience and foster collaborative partnerships to ensure consistently high levels of service, and to inform the development of service innovations and roadmaps. • Partner with leaders across QUT to influence diverse stakeholder groups to support the execution of a seamless, sustainable high quality service. • Provides insight into new and disruptive technologies, and effectively communicates complex technology concepts to staff at all levels of the organisation.

• Demonstrate creativity, innovation and ethical thinking in developing and applying solutions that will benefit and inspire a diverse range of stakeholders. • Build, sustain and mentor an inclusive, high performing team able to succeed in the delivery of agreed technology support and exceptional client service outcomes. • Proactively contribute to the Divisions strategy and planning activities, coordinate solutions and services in alignment with business priorities and needs. • Support and observe QUT’s corporate governance practices and processes, including identification and management of risk.

• Compliance with health and safety policies, procedures, hazard reporting and safe work practices. Real World Capabilities To deliver on QUT’s global, collaborative and connected vision requires a workforce that embodies the following capabilities: • Agility and openness to change • Connectivity and collaboration (intra and inter-disciplinary) • Cultural inclusion • Digital literacy • Future-focused thinking (strategic, innovative & design and entrepreneurial) • Global in intent and reach • Leadership of strategy, action and others • Performance and resource management Type of appointment This appointment will be offered on a fixed- term, full-time basis.

Location This position may be required to work at either Kelvin Grove or Gardens Point campus. Selection Criteria 1. Tertiary qualifications at a postgraduate level in a relevant discipline or equivalent, coupled with relevant industry certifications and extensive knowledge of and significant operational and strategic management experience leading an ICT function. 2. Proven experience in developing and maintaining a strong understanding of, and insight to client needs and to develop relevant technology support strategies. 3. Extensive experience and ability to engage and influence key internal and external stakeholder, senior leaders, vendors, contractors and professionals. 4. Demonstrated experience in leading and ensuring that service delivery is monitored effectively and that identified actions to

3 | P a g e improve service levels are implemented. 5. Highly developed interpersonal and communication skills including negotiation, problem-solving and conflict resolution. 6. Demonstrated success driving a high performance culture, including a proven record of achievement in the effective management of human, financial and other resources within a large organisation. Remuneration and Benefits An attractive remuneration package will be negotiated with the successful candidate. Beyond personal and professional fulfilment, a career at QUT brings a broad range of tangible benefits. With competitive remuneration including superannuation, the University offers real and generous benefits.

QUT is a high quality and flexible organisation that is proud of its excellent employment conditions which include but are not limited to: • Reduced working year scheme • Parental leave provisions • Study support encompassing leave and financial assistance • Comprehensive professional development • Salary Packaging. Further benefits can be found at the Working at QUT page. Information for applicants The position is open to applicants who have ongoing full-time work rights in Australia. Aboriginal Australians and Torres Strait Islander people are encouraged to apply. Applicants who reach the final stage of the selection process will be expected to undergo a check of their criminal history. Those matters which do not have an impact on the inherent requirements of the position will not be taken into consideration. Applicants will be provided with an opportunity to discuss the outcome of the check before a decision on appointment is made.

For further information about the position, please contact Mark McCormack, Acting Director, LETS on (07) 3138 5130; or for further information about working at QUT contact Jodie Harrington, Senior HR Advisor on (07) 3138 4151. How to Apply For further information and to apply, please visit www.qut.edu.au/jobs for reference number EOIXXXXX. When applying for this position we encourage you to upload your current resume and response to the selection criteria. Applications close TBA

4 | P a g e Service Manager, Collaboration and Communication Division of Technology, Information and Library Services

1 | P a g e About QUT QUT is a major Australian university with a global outlook and a 'real world' focus. We are one of the nation’s fastest growing research universities and our courses are in high demand. Our graduates include eight Rhodes Scholars, five of these awarded in the past six years. We are an ambitious and collaborative institution that seeks to equip our students and graduates with the skills they will need in an increasingly disrupted and challenged world. We are transforming the student experience we offer our 50,000 students and we place a premium on the international and national accreditation of our various professional degrees.

Our internationally award-winning Science and Engineering Centre is home to The Cube, acknowledged as one of the world’s largest digital interactive learning and display spaces. QUT established the world's first Creative Industries Faculty, and we invest heavily in collaborative learning and interdisciplinary research environments. Further information about QUT can be obtained from the website at www.qut.edu.au Our Vision The QUT Blueprint 5 is our institutional strategic plan. It sets out priorities, strategies and key performance indicators to drive greater coherence and coordination of our efforts. Our overall vision for the future is: • to provide outstanding real world education through physical and virtual learning environments and innovative courses that lead to excellent outcomes for graduates living in a diverse and complex environment characterised by rapid, transformative change; • to focus on being a globally leading university that delivers solutions to the challenges of today and of the future through high-impact research that spans discipline boundaries and works in partnership with end users, leveraging our deep technological strengths and alignment to the human capital and innovation needs of the global economy; • to strengthen and extend partnerships with professional and broader communities to build our reputation as a source of knowledge that is applied to real world challenges.

About the Division of Technology, Information and Library Services (TILS) TILS provides support for staff and students across a range of information and technology services including HiQ, IT, learning environments and the QUT Library. TILS includes: • HiQ • Information Technology Services • Learning Environments and Technology Services • QUT Library • Service and Project Management Office. About the Position The Service Manager, Collaboration and Communication works with a range of stakeholders to ensure services support the use of collaborative technologies to facilitate learning, research and productivity across the University. This key senior role is integral to the goals of the University in ensuring that it delivers services that meet both staff and student needs.

The Service Manager will work with senior stakeholders across various business units to communicate the capabilities and benefits of the Division’s services. The role will provide leadership on industry trends and innovation opportunities for collaborative and communication technologies and incorporate these into planning for future capabilities, as well as working with others to manage portfolio roadmaps. The role will develop key relationships with senior level stakeholders and provide strategic value through technology investments, and communicating complex technology issues across the business.

This position reports to the Director, Learning Environments and Technology Services (LETS) for supervision, workload management and for Performance Planning and Review (PPR).

2 | P a g e Key responsibilities include: • Provide strategic and high level leadership and advice to key stakeholders, and lead and manage the development, implementation, dissemination, and evaluation of collaborative technologies to facilitate learning, research and productivity to support productivity across the University. • Develop roadmaps for services and provide high level expertise on industry trends and innovation opportunities for the service area, incorporating these into the Division’s planning for future capabilities.

• Collaborate closely with internal and external key stakeholders and business partners to understand day-to-day issues, service requirements and client priorities. • As a key interface for the Division, work collaboratively to communicate the capabilities and benefits of these services across the University community. • Work collaboratively with the leadership team to lead strategic initiatives, policy development, and planning activities and coordinate solutions and services in alignment with business priorities and needs.

• Lead the implementation of review activity recommendations, new and continuous improvement initiatives and other ensuring key service delivery measurements are captured, analysed, improved and communicated across stakeholder groups. • Proactively contribute to the Division’s strategy and planning activities, coordinate solutions and services in alignment with business priorities and needs. • Work collaboratively to develop and implement a consistent service framework, standard operating procedures and processes in the respective portfolio service area to meet client, team and organisational expectations. • Develop and leverage relationships to facilitate good business outcomes and act as a conduit for new ideas, best and emerging practice in important areas of technology development and policy. • Compliance with health and safety policies, procedures, hazard reporting and safe work practices.

Real World Capabilities To deliver on QUT’s global, collaborative and connected vision requires a workforce that embodies the following capabilities: • Agility and openness to change • Connectivity and collaboration (intra and inter-disciplinary) • Cultural inclusion • Digital literacy • Future-focused thinking (strategic, innovative & design and entrepreneurial) • Global in intent and reach • Leadership of strategy, action and others • Performance and resource management Type of appointment This appointment will be offered on an ongoing, full-time basis.

Location This position may be required to work at either Kelvin Grove or Gardens Point campus. Selection Criteria 1. Education, training and/or relevant experience equivalent to completion of a postgraduate qualification in conjunction with extensive relevant experience in ICT project portfolio management and service management or similar. 2. Extensive knowledge of current and emerging technology trends and developments and their application to strategic business outcomes. 3. Proven track record of solution leadership; ability to account for changing client expectations of service delivery (including evidence-based, locally relevant, fit-for- purpose tailored solutions) coupled with the skills to identify, assess and incorporate current and future business and operational capability requirements. 4. Advanced communication and interpersonal skills, with proven influencing and negotiation experience, including the ability to establish positive working relationships across all levels of the organisation, ensuring delivery of high quality services for QUT..

5. Strong business acumen supported by proven analytical, evaluation and research skills, including a demonstrated ability to quickly assimilate new concepts and information and deliver innovative solutions. 6. Relevant industry certifications.

3 | P a g e Remuneration and Benefits The classification for this position is Higher Education Worker Level 10 (HEW10) which has an annual remuneration range of $138,638 to $155,063 pa. Which is inclusive of an annual salary range of $117,150 to $131,030 salary range pa, 17% superannuation and 17.5% recreation leave loading. Beyond personal and professional fulfilment, a career at QUT brings a broad range of tangible benefits. With competitive remuneration including superannuation, the University offers real and generous benefits.

QUT is a high quality and flexible organisation that is proud of its excellent employment conditions which include but are not limited to: • Reduced working year scheme • Parental leave provisions • Study support encompassing leave and financial assistance • Comprehensive professional development • Salary Packaging. Further benefits can be found at the Working at QUT page. Information for applicants The position is open to applicants who have ongoing full-time work rights in Australia. Aboriginal Australians and Torres Strait Islander people are encouraged to apply. Applicants who reach the final stage of the selection process will be expected to undergo a check of their criminal history. Those matters which do not have an impact on the inherent requirements of the position will not be taken into consideration. Applicants will be provided with an opportunity to discuss the outcome of the check before a decision on appointment is made.

For further information about the position, please contact Mark McCormack, Acting Director, LETS on (07) 3138 5180; or for further information about working at QUT contact Jodie Harrington, Senior HR Advisor on (07) 3138 4151. How to Apply For further information and to apply, please visit www.qut.edu.au/jobs for reference number EOIXXXXX. When applying for this position we encourage you to upload your current resume and response to the selection criteria. Applications close TBA

4 | P a g e Service Manager, Client Technology Services & Support Division of Technology, Information and Library Services

1 | P a g e About QUT QUT is a major Australian university with a global outlook and a 'real world' focus. We are one of the nation’s fastest growing research universities and our courses are in high demand. Our graduates include eight Rhodes Scholars, five of these awarded in the past six years. We are an ambitious and collaborative institution that seeks to equip our students and graduates with the skills they will need in an increasingly disrupted and challenged world. We are transforming the student experience we offer our 50,000 students and we place a premium on the international and national accreditation of our various professional degrees.

Our internationally award-winning Science and Engineering Centre is home to The Cube, acknowledged as one of the world’s largest digital interactive learning and display spaces. QUT established the world's first Creative Industries Faculty, and we invest heavily in collaborative learning and interdisciplinary research environments. Further information about QUT can be obtained from the website at www.qut.edu.au Our Vision The QUT Blueprint 5 is our institutional strategic plan. It sets out priorities, strategies and key performance indicators to drive greater coherence and coordination of our efforts. Our overall vision for the future is: • to provide outstanding real world education through physical and virtual learning environments and innovative courses that lead to excellent outcomes for graduates living in a diverse and complex environment characterised by rapid, transformative change; • to focus on being a globally leading university that delivers solutions to the challenges of today and of the future through high-impact research that spans discipline boundaries and works in partnership with end users, leveraging our deep technological strengths and alignment to the human capital and innovation needs of the global economy; • to strengthen and extend partnerships with professional and broader communities to build our reputation as a source of knowledge that is applied to real world challenges.

About the Division of Technology, Information and Library Services (TILS) TILS provides support for staff and students across a range of information and technology services including HiQ, IT, learning environments and the QUT Library. TILS includes: • HiQ • Information Technology Services • Learning Environments and Technology Services • QUT Library • Service and Project Management Office. About the Position The Service Manager, Client Technology Services and Support works with a range of stakeholders and manages the full lifecycle of IT client computing hardware and software across the University. This key senior role is integral to the goals of the University in ensuring that it delivers services that meet both staff and student needs.

The Service Manager will work with senior stakeholders across various business units to communicate the capabilities and benefits of the Division’s services. The role will develop key relationships with senior level stakeholders and provide strategic value through knowledge of current and emerging technology trends in the service portfolio This position reports to the Associate Director, Technology Support for supervision, workload management and for Performance Planning and Review (PPR). Key responsibilities include: • Provide strategic and high level leadership and advice to key stakeholders, and lead and manage the development, implementation, dissemination, and evaluation of client technology services and support to facilitate learning, research and productivity to support productivity across the University.

2 | P a g e • Develop roadmaps for services and provide high level expertise on industry trends and innovation opportunities for the service portfolio area, incorporating these into the Division’s planning for future capabilities. • Collaborate closely with internal and external key stakeholders and technology partners to understand day-to-day issues, service requirements and client priorities. • As a key interface for the Division, work collaboratively to communicate the capabilities and benefits of these services across the University community. • Work collaboratively with the leadership team to lead strategic initiatives, policy development, and planning activities and coordinate solutions and services in alignment with business priorities and needs. Lead the implementation of review activity recommendations, new and continuous improvement initiatives and other ensuring key service delivery measurements are captured, analysed, improved and communicated across stakeholder groups.

• Proactively contribute to the Division’s strategy and planning activities, coordinate solutions and services in alignment with business priorities and needs. • Work collaboratively to develop and implement a consistent service framework, standard operating procedures and processes in the respective portfolio service area to meet client, team and organisational expectations. • Develop and leverage relationships to facilitate good business outcomes and act as a conduit for new ideas, best and emerging practice in important areas of technology development and policy. • Build, sustain and mentor an inclusive, high performing team able to succeed in the delivery of agreed technology support and exceptional client service outcomes. • Compliance with health and safety policies, procedures, hazard reporting and safe work practices.

Real World Capabilities To deliver on QUT’s global, collaborative and connected vision requires a workforce that embodies the following capabilities: • Agility and openness to change • Connectivity and collaboration (intra and inter-disciplinary) • Cultural inclusion • Digital literacy • Future-focused thinking (strategic, innovative & design and entrepreneurial) • Global in intent and reach • Leadership of strategy, action and others • Performance and resource management Type of appointment This appointment will be offered on an ongoing, full-time basis.

Location This position may be required to work at either Kelvin Grove or Gardens Point campus. Selection Criteria 1. Education, training and/or relevant experience equivalent to completion of a postgraduate qualification in conjunction with extensive relevant experience in ICT project portfolio management and service management or similar. 2. Extensive knowledge of current and emerging technology trends and developments and their application to strategic business outcomes. 3. Proven track record of solution leadership; ability to account for changing client expectations of service delivery (including evidence-based, locally relevant, fit-for- purpose tailored solutions) coupled with the skills necessary to identify, assess and incorporate current and future business and operational capability requirements. 4. Advanced communication and interpersonal skills, with proven influencing and negotiation experience, including the ability to establish positive working relationships across all levels of the organisation, ensuring delivery of high quality services for QUT.

5. Strong business acumen supported by proven analytical, evaluation and research skills including a demonstrated ability to quickly assimilate new concepts and information and deliver positive, innovative solutions. 6. Relevant industry certifications. Remuneration and Benefits The classification for this position is Higher Education Worker Level 10 (HEW10) which has an annual remuneration range of $138,638 to $155,063 pa. Which is inclusive of an annual salary range of $117,150 to $131,030 salary range pa, 17% superannuation and 17.5% recreation leave loading.

3 | P a g e Beyond personal and professional fulfilment, a career at QUT brings a broad range of tangible benefits. With competitive remuneration including superannuation, the University offers real and generous benefits. QUT is a high quality and flexible organisation that is proud of its excellent employment conditions which include but are not limited to: • Reduced working year scheme • Parental leave provisions • Study support encompassing leave and financial assistance • Comprehensive professional development • Salary Packaging. Further benefits can be found at the Working at QUT page.

Information for applicants The position is open to applicants who have ongoing full-time work rights in Australia. Aboriginal Australians and Torres Strait Islander people are encouraged to apply. Applicants who reach the final stage of the selection process will be expected to undergo a check of their criminal history. Those matters which do not have an impact on the inherent requirements of the position will not be taken into consideration. Applicants will be provided with an opportunity to discuss the outcome of the check before a decision on appointment is made.

For further information about the position, please contact Carmel Sang, Manager, Technology Support on (07) 3138 2320; or for further information about working at QUT contact Jodie Harrington, Senior HR Advisor on (07) 3138 4151. How to Apply For further information and to apply, please visit www.qut.edu.au/jobs for reference number EOIXXXXX. When applying for this position we encourage you to upload your current resume and response to the selection criteria. Applications close TBA

4 | P a g e Technology Partner Division of Technology, Information and Library Services

1 | P a g e About QUT QUT is a major Australian university with a global outlook and a 'real world' focus. We are one of the nation’s fastest growing research universities and our courses are in high demand. Our graduates include eight Rhodes Scholars, five of these awarded in the past six years. We are an ambitious and collaborative institution that seeks to equip our students and graduates with the skills they will need in an increasingly disrupted and challenged world. We are transforming the student experience we offer our 50,000 students and we place a premium on the international and national accreditation of our various professional degrees.

Our internationally award-winning Science and Engineering Centre is home to The Cube, acknowledged as one of the world’s largest digital interactive learning and display spaces. QUT established the world's first Creative Industries Faculty, and we invest heavily in collaborative learning and interdisciplinary research environments. Further information about QUT can be obtained from the website at www.qut.edu.au Our Vision The QUT Blueprint 5 is our institutional strategic plan. It sets out priorities, strategies and key performance indicators to drive greater coherence and coordination of our efforts. Our overall vision for the future is: • to provide outstanding real world education through physical and virtual learning environments and innovative courses that lead to excellent outcomes for graduates living in a diverse and complex environment characterised by rapid, transformative change; • to focus on being a globally leading university that delivers solutions to the challenges of today and of the future through high-impact research that spans discipline boundaries and works in partnership with end users, leveraging our deep technological strengths and alignment to the human capital and innovation needs of the global economy; • to strengthen and extend partnerships with professional and broader communities to build our reputation as a source of knowledge that is applied to real world challenges.

About the Division of Technology, Information and Library Services (TILS) TILS provides support for staff and students across a range of information and technology services including HiQ, IT, learning environments and the QUT Library. TILS includes: • HiQ • Information Technology Services • Learning Environments and Technology Services • QUT Library • Service and Project Management Office. About the Position The Technology Partner role is crucial, serving as the business relationship link between the business units across the University and the Division of TILS. As the Technology Partner you will engage, influence and partner with senior leaders in your client group in order to align technology investments and solutions with business strategies.

The role will work with senior stakeholders across various business units to align technology solutions with business strategies and act as their advocate in strategic planning processes. The role will be required to anticipate business needs and identify and propose solutions to fulfil those needs, while advising on the risk and benefits of using technology to stay competitive and improve business performance. The Technology Partner will work collaboratively to define opportunities and identify and prioritise projects in accordance with the Division’s service framework and/or on pre-defined criteria, such as return on investment, productivity, compliance etc. Technology Partners may be allocated to one of the following business areas: • Administrative Divisions • Faculty of Health / Institute of Health and Biomedical Innovation (IHBI) • Science and Engineering Faculty (SEF) / Institute for Future Environments (IFE) • QUT Business School / Faculty of Law

2 | P a g e • Creative Industries Faculty (CIF) / Faculty of Education / QUT International College (QUTIC). This position reports to the Associate Director, Technology Support for supervision, workload management and for Performance Planning and Review (PPR). Key responsibilities include: • Continuously develop, manage and maintain the relationship between the Division and the business unit. • Consult at all levels within the business unit to understand business processes, pain points and improvement/ transformation opportunities which require technology enablement.

• Influence business unit and Division team stakeholders to drive strategic alignment while maximising benefits of technology investment. • Consult with key Division stakeholders to define the scope and budget for new initiatives, identify delivery approach and proactively contribute to prioritisation and project initiation. • Manage demand for services and advocate on behalf of the business unit to ensure service delivery aligns with required business outcomes. • Promote the value of current services provided across TILS in order to drive an uptake of investment and capability that maximises business value.

• Work with key stakeholders to develop and deliver the technology support strategy for the business unit to support corporate goals. • Liaise with the Division to promote advocacy for services and ensure that the business units’ needs are considered in corporate-level strategic and operational plans. • Collaborate with key stakeholders of the business unit to design, deploy, monitor and improve key technology systems. • Proactively contribute to the Division’s strategy and planning activities, coordinate solutions and services in alignment with business priorities and needs. • Compliance with health and safety policies, procedures, hazard reporting and safe work practices.

Real World Capabilities To deliver on QUT’s global, collaborative and connected vision requires a workforce that embodies the following capabilities: • Agility and openness to change • Connectivity and collaboration (intra and inter-disciplinary) • Cultural inclusion • Digital literacy • Future-focused thinking (strategic, innovative & design and entrepreneurial) • Global in intent and reach • Leadership of strategy, action and others • Performance and resource management Type of appointment This appointment will be offered on an ongoing, full-time basis.

Location This position may be required to work at either Kelvin Grove or Gardens Point campus. Selection Criteria 1. Education, training, and/or relevant experience equivalent to postgraduate qualifications with a strong track record in developing and executing strategic plans and/or project portfolios. 2. Extensive knowledge of current and emerging technology trends and developments and their application to strategic business outcomes. 3. Outstanding relationship management and consulting skills, including the ability to interact, influence and negotiate with a variety of stakeholders to achieve success. 4. Strong business acumen supported by proven analytical, evaluation and research skills including a demonstrated ability to quickly assimilate new concepts and information and deliver positive, innovative solutions.

5. Exceptional interpersonal and communication skills with demonstrated experience in communicating complex technology issues clearly and confidently at all levels within the organisation. 6. Relevant industry certifications such as Microsoft Certified Professional (MCP); IT Infrastructure Library (ITIL) Foundations; Apple Certified Support Professional (ACSP) and/or AVIXA Certified Technology Specialist (CTS).

3 | P a g e Remuneration and Benefits The classification for this position is Higher Education Worker Level 9 (HEW9) which has an annual remuneration range of $129,393 to $135,554 pa. Which is inclusive of an annual salary range of $109,339 to $114,545 salary range pa, 17% superannuation and 17.5% recreation leave loading. Beyond personal and professional fulfilment, a career at QUT brings a broad range of tangible benefits. With competitive remuneration including superannuation, the University offers real and generous benefits.

QUT is a high quality and flexible organisation that is proud of its excellent employment conditions which include but are not limited to: • Reduced working year scheme • Parental leave provisions • Study support encompassing leave and financial assistance • Comprehensive professional development • Salary Packaging. Further benefits can be found at the Working at QUT page. Information for applicants The position is open to applicants who have ongoing full-time work rights in Australia. Aboriginal Australians and Torres Strait Islander people are encouraged to apply. Applicants who reach the final stage of the selection process will be expected to undergo a check of their criminal history. Those matters which do not have an impact on the inherent requirements of the position will not be taken into consideration. Applicants will be provided with an opportunity to discuss the outcome of the check before a decision on appointment is made.

For further information about the position, please contact Carmel Sang, Manager, Technology Support on (07) 3138 2320; or for further information about working at QUT contact Jodie Harrington, Senior HR Advisor on (07) 3138 4151. How to Apply For further information and to apply, please visit www.qut.edu.au/jobs for reference number EOIXXXXX. When applying for this position we encourage you to upload your current resume and response to the selection criteria. Applications close TBA

4 | P a g e Software Licensing Officer Division of Technology, Information and Library Services

1 | P a g e About QUT QUT is a major Australian university with a global outlook and a 'real world' focus. We are one of the nation’s fastest growing research universities and our courses are in high demand. Our graduates include eight Rhodes Scholars, five of these awarded in the past six years. We are an ambitious and collaborative institution that seeks to equip our students and graduates with the skills they will need in an increasingly disrupted and challenged world. We are transforming the student experience we offer our 50,000 students and we place a premium on the international and national accreditation of our various professional degrees.

Our internationally award-winning Science and Engineering Centre is home to The Cube, acknowledged as one of the world’s largest digital interactive learning and display spaces. QUT established the world's first Creative Industries Faculty, and we invest heavily in collaborative learning and interdisciplinary research environments. Further information about QUT can be obtained from the website at www.qut.edu.au Our Vision The QUT Blueprint 5 is our institutional strategic plan. It sets out priorities, strategies and key performance indicators to drive greater coherence and coordination of our efforts. Our overall vision for the future is: • to provide outstanding real world education through physical and virtual learning environments and innovative courses that lead to excellent outcomes for graduates living in a diverse and complex environment characterised by rapid, transformative change; • to focus on being a globally leading university that delivers solutions to the challenges of today and of the future through high-impact research that spans discipline boundaries and works in partnership with end users, leveraging our deep technological strengths and alignment to the human capital and innovation needs of the global economy; • to strengthen and extend partnerships with professional and broader communities to build our reputation as a source of knowledge that is applied to real world challenges.

About the Division of Technology, Information and Library Services (TILS) TILS provides support for staff and students across a range of information and technology services including HiQ, IT, learning environments and the QUT Library. TILS includes: • HiQ • Information Technology Services • Learning Environments and Technology Services • QUT Library • Service and Project Management Office. About the Position Working as part of a small team in a busy and fast paced environment, the Software Licensing Officer has oversight of the acquisition and responsibility for the distribution and documentation of software products and licenses and maintenance of license agreements used for QUT-wide and discipline specific activity. It also provides advice, marketing and sales support to academic, administrative and technology support staff.

Working with key stakeholders from within the Division and from Faculties/Institutes and support units, the role is accountable for the planning, co-ordination and implementation of the University’s standards and policies in relation to the purchasing of software products. In providing this service, the role will pay particular attention to supply channels, terms and conditions relating to license agreements and the internal distribution and management of those assets. The work undertaken by this team is critical to driving business efficiencies and ensuring that day to day IT client computing runs smoothly, so staff may therefore be required to be contactable and/or work outside standard business hours.

Reporting to the Service Manager – Client Technology Services & Support for supervision, workload management and for Performance Planning and Review (PPR), this

2 | P a g e role is the conduit between the Division and wider university for all software licensing needs. Key responsibilities include: • Organise key software acquisition activities, in consultation with key stakeholders (such as DVC (TILS), Director IT, Deans, Service Managers and Technology Partners) associated with the Division’s ability to procure software assets used for current and future QUT-wide and discipline specific activity. • Organise, present and distribute information to the university community on the availability and suitability of software products.

• Arrange the Division’s software reference service regarding licensing agreements and renewals, software pricing, purchasing and upgrades. • Develop, maintain and update the Software Services Database and information sites to provide information about software to the university community. • Establish, develop and maintain strong relationships with client groups to facilitate the ongoing coordination of software licensing arrangements and to ensure that client service expectations are met. • Assist with the establishment and embedding of a culture of continuous quality improvement and promote an environment where work processes are innovative and efficient to ensure that business objectives are achieved in a timely and client-centric manner. • Compliance with health and safety policies, procedures, hazard reporting and safe work practices.

Real World Capabilities To deliver on QUT’s global, collaborative and connected vision requires a workforce that embodies the following capabilities: • Agility and openness to change • Connectivity and collaboration (intra and inter-disciplinary) • Cultural inclusion • Digital literacy • Future-focused thinking (strategic, innovative & design and entrepreneurial) • Global in intent and reach • Leadership of strategy, action and others • Performance and resource management. Type of appointment This appointment will be offered on an ongoing, full-time basis.

Location This position may be required to work across both Kelvin Grove and/or Gardens Point campuses. Selection Criteria 1. Education, training and/or experience equivalent to the completion of a degree in IT or a related field, with at least 3 years subsequent experience in software acquisition. 2. Well-developed knowledge and understanding of software licensing terms and conditions and experience of how they relate to the university environment. 3. Well-developed relationship management and consulting skills, including the ability to interact, influence and negotiate with a variety of stakeholders within and outside the university.

4. Excellent interpersonal and communication skills with demonstrated experience in communicating clearly and confidently across all levels of an organisation. 5. Ability to co-ordinate and operationally manage multiple software acquisition activities with a strong eye for detail. 6. Strong planning and organisational skills, with experience establishing priorities, allocating resources and working within tight timelines. Remuneration and Benefits The classification for this position is Higher Education Worker Level 6 (HEW6) which has an annual remuneration range of $89,349 to $96,745 pa. Which is inclusive of an annual salary range of $75,501 to $81,751 salary range pa, 17% superannuation and 17.5% recreation leave loading.

Beyond personal and professional fulfilment, a career at QUT brings a broad range of tangible benefits. With competitive remuneration including superannuation, the University offers real and generous benefits. QUT is a high quality and flexible organisation that is proud of its excellent employment conditions which include but are not limited to:

3 | P a g e • Reduced working year scheme • Parental leave provisions • Study support encompassing leave and financial assistance • Comprehensive professional development • Salary Packaging. Further benefits can be found at the Working at QUT page. Information for applicants The position is open to applicants who have ongoing full-time work rights in Australia. Aboriginal Australians and Torres Strait Islander people are encouraged to apply. Applicants who reach the final stage of the selection process will be expected to undergo a check of their criminal history. Those matters which do not have an impact on the inherent requirements of the position will not be taken into consideration. Applicants will be provided with an opportunity to discuss the outcome of the check before a decision on appointment is made.

For further information about the position, please contact Carmel Sang, Manager, Technology Support on (07) 3138 2320; or for further information about working at QUT contact Jodie Harrington, Senior HR Advisor on (07) 3138 4151. How to Apply For further information and to apply, please visit www.qut.edu.au/jobs for reference number EOIXXXXX. When applying for this position we encourage you to upload your current resume and response to the selection criteria. Applications close TBA

4 | P a g e Logistics Officer Division of Technology, Information and Library Services

1 | P a g e About QUT QUT is a major Australian university with a global outlook and a 'real world' focus. We are one of the nation’s fastest growing research universities and our courses are in high demand. Our graduates include eight Rhodes Scholars, five of these awarded in the past six years. We are an ambitious and collaborative institution that seeks to equip our students and graduates with the skills they will need in an increasingly disrupted and challenged world. We are transforming the student experience we offer our 50,000 students and we place a premium on the international and national accreditation of our various professional degrees.

Our internationally award-winning Science and Engineering Centre is home to The Cube, acknowledged as one of the world’s largest digital interactive learning and display spaces. QUT established the world's first Creative Industries Faculty, and we invest heavily in collaborative learning and interdisciplinary research environments. Further information about QUT can be obtained from the website at www.qut.edu.au Our Vision The QUT Blueprint 5 is our institutional strategic plan. It sets out priorities, strategies and key performance indicators to drive greater coherence and coordination of our efforts. Our overall vision for the future is: • to provide outstanding real world education through physical and virtual learning environments and innovative courses that lead to excellent outcomes for graduates living in a diverse and complex environment characterised by rapid, transformative change; • to focus on being a globally leading university that delivers solutions to the challenges of today and of the future through high-impact research that spans discipline boundaries and works in partnership with end users, leveraging our deep technological strengths and alignment to the human capital and innovation needs of the global economy; • to strengthen and extend partnerships with professional and broader communities to build our reputation as a source of knowledge that is applied to real world challenges.

About the Division of Technology, Information and Library Services (TILS) TILS provides support for staff and students across a range of information and technology services including HiQ, IT, learning environments and the QUT Library. TILS includes: • HiQ • Information Technology Services • Learning Environments and Technology Services • QUT Library • Service and Project Management Office. About the Position The Logistics Officer supports the Logistics Coordinator in the acquisition and deployment of client computing assets which are essential components in the University’s learning and teaching environments and public access computing spaces.

The role is responsible for delivering a high standard of asset management and plays a key role in providing accurate and consistent advice regarding assets for annual stocktake in consultation with relevant staff in the Division of Finance and Resource Planning (FRP). The role is the initial point of contact in relation to the receipt, recording and tracking of delivered assets, and works collaboratively to ensure orders are filled accurately and delivered on-time to client groups. The work undertaken by this team is critical to driving business efficiencies and ensuring that day to day IT client computing runs smoothly, so there may be a requirement to be contactable and/or work outside standard business hours.

The role reports to the Logistics Coordinator for supervision, workload management and for Performance Planning and Review (PPR).

2 | P a g e Key responsibilities include: • Develop, implement and maintain transparent systems and processes in receipting, recording, dispatching, tracking, disposal and reporting to ensure efficient management of assets in accordance with relevant policies, standards, procedures and State Government requirements. • Receive and check deliveries against orders, maintain accurate records of transactions, finalise necessary paperwork and create delivery lists ensuring on-time delivery. • Manage multiple asset worksheets submissions and write off documentation (including decision making related to method of disposal).

• Prepare and compile statistical reports used for: end of month reconciliations and reporting of assets to verify the accuracy of the fixed assets register; auditing and other compliance requirements; annual stocktake of fixed assets in conjunction with FRP. • Coordinate the purchase order registry and PC inventory data sets to ensure the information is accurate and timely for stakeholders. • Day-to-day oversight of the warehouse, including development of standard operating procedures, safe manual handling, maintaining stock levels and inventory.

• Communicate with a broad range of stakeholders, both internal and external to the organisation, around ordering, receipting, warehousing and delivery of fixed assets. • Assist with the establishment and embedding of a culture of continuous improvement and promote an environment of innovative and efficient work processes, ensuring business objectives are achieved in a timely and client-centric manner. • Compliance with health and safety policies, procedures, hazard reporting and safe work practices.

Real World Capabilities To deliver on QUT’s global, collaborative and connected vision requires a workforce that embodies the following capabilities: • Agility and openness to change • Connectivity and collaboration (intra and inter-disciplinary) • Cultural inclusion • Digital literacy • Future-focused thinking (strategic, innovative & design and entrepreneurial) • Global in intent and reach • Leadership of strategy, action and others • Performance and resource management. Type of appointment This appointment will be offered on an ongoing, full-time basis.

Location This position may be required to work across both Kelvin Grove and/or Gardens Point campuses. Selection Criteria 1. Education, training and/or relevant experience equivalent to completion of a degree, with a minimum of two years’ experience working in logistics, stores or similar roles in large organisations. 2. Strong client service orientation, including the capacity to relate well to and liaise effectively with a variety of stakeholders within and outside the university. 3. Demonstrated ability to work independently with minimum supervision, meet deadlines and to follow tasks through to completion.

4. Demonstrated ability to undertake detailed work with a high degree of accuracy and comprehension, including entering, producing reports, analysing and reporting on data trends. 5. Demonstrated computer literacy skills including proficiency with the Microsoft Office suite. Remuneration and Benefits The classification for this position is Higher Education Worker Level 5 (HEW5) which has an annual remuneration range of $77,023 to $86,874 pa. Which is inclusive of an annual salary range of $65,085 to $73,410 salary range pa, 17% superannuation and 17.5% recreation leave loading.

Beyond personal and professional fulfilment, a career at QUT brings a broad range of tangible benefits. With competitive remuneration including superannuation, the University offers real and generous benefits.

3 | P a g e QUT is a high quality and flexible organisation that is proud of its excellent employment conditions which include but are not limited to: • Reduced working year scheme • Parental leave provisions • Study support encompassing leave and financial assistance • Comprehensive professional development • Salary Packaging. Further benefits can be found at the Working at QUT page. Information for applicants The position is open to applicants who have ongoing full-time work rights in Australia. Aboriginal Australians and Torres Strait Islander people are encouraged to apply. Applicants who reach the final stage of the selection process will be expected to undergo a check of their criminal history. Those matters which do not have an impact on the inherent requirements of the position will not be taken into consideration. Applicants will be provided with an opportunity to discuss the outcome of the check before a decision on appointment is made.

For further information about the position, please contact Carmel Sang, Manager, Technology Support on (07) 3138 2320; or for further information about working at QUT contact Jodie Harrington, Senior HR Advisor on (07) 3138 4151. How to Apply For further information and to apply, please visit www.qut.edu.au/jobs for reference number EOIXXXXX. When applying for this position we encourage you to upload your current resume and response to the selection criteria. Applications close TBA

4 | P a g e Manager, Learning Environments Design & Projects Division of Technology, Information and Library Services

1 | P a g e About QUT QUT is a major Australian university with a global outlook and a 'real world' focus. We are one of the nation’s fastest growing research universities and our courses are in high demand. Our graduates include eight Rhodes Scholars, five of these awarded in the past six years. We are an ambitious and collaborative institution that seeks to equip our students and graduates with the skills they will need in an increasingly disrupted and challenged world. We are transforming the student experience we offer our 50,000 students and we place a premium on the international and national accreditation of our various professional degrees.

Our internationally award-winning Science and Engineering Centre is home to The Cube, acknowledged as one of the world’s largest digital interactive learning and display spaces. QUT established the world's first Creative Industries Faculty, and we invest heavily in collaborative learning and interdisciplinary research environments. Further information about QUT can be obtained from the website at www.qut.edu.au Our Vision The QUT Blueprint 5 is our institutional strategic plan. It sets out priorities, strategies and key performance indicators to drive greater coherence and coordination of our efforts. Our overall vision for the future is: • to provide outstanding real world education through physical and virtual learning environments and innovative courses that lead to excellent outcomes for graduates living in a diverse and complex environment characterised by rapid, transformative change; • to focus on being a globally leading university that delivers solutions to the challenges of today and of the future through high-impact research that spans discipline boundaries and works in partnership with end users, leveraging our deep technological strengths and alignment to the human capital and innovation needs of the global economy; • to strengthen and extend partnerships with professional and broader communities to build our reputation as a source of knowledge that is applied to real world challenges.

About the Division of Technology, Information and Library Services (TILS) TILS provides support for staff and students across a range of information and technology services including HiQ, IT, learning environments and the QUT Library. TILS includes: • HiQ • Information Technology Services • Learning Environments and Technology Services • QUT Library • Service and Project Management Office. About the Position The Manager, Learning Environments Design & Projects will work collaboratively alongside the Associate Director, Learning Environments and others to promote best practice in the design, building and use of learning spaces in order to advance the university’s quality learning and teaching objectives. Working closely with senior stakeholders across the Division and broader University, the role will influence the translation of key learning and teaching strategic outcomes into effective, sustainable and stimulating facilities with the right technical solutions. The role will use an evidence-based approach to facilitate and implement a range of organisational approaches and designs for new and current learning spaces. The Manager, Learning Environments and Design will lead a diverse team of project and technology specialists whose outputs are critical to driving business efficiencies and supporting the end-user experience. Staff may therefore be required to be contactable and/or work hours outside standard business hours. This position reports to the Associate Director, Learning Environments for supervision, workload management and for Performance Planning and Review (PPR).

2 | P a g e Key responsibilities include: • Provide significant high level strategic advice to key stakeholders in relation to learning-led design and relevant technical solutions in support of strategic objectives. • In close collaboration with the Associate Director, Project Manager/s and key stakeholders, facilitate and implement a range of integrated design solutions for new and current learning spaces. • Work effectively with vendors and service providers in the delivery of technical solutions to support innovative learning outcomes.

• Work collaboratively to lead the technical development and implementation of new technologies to support end-user experience. • Proactively contribute to the Division’s strategy and planning activities, coordinate solutions and services in alignment with business priorities and needs. • Work collaboratively to develop and implement a consistent service framework, standard operating procedures and processes to meet client, team and organisational expectations. • Build, sustain and mentor an inclusive, high performing team able to succeed in the delivery of agreed technology support and exceptional client service outcomes. • Ensure key service delivery measurements are captured, analysed, improved and communicated across stakeholder groups. • Compliance with health and safety policies, procedures, hazard reporting and safe work practices.

Real World Capabilities To deliver on QUT’s global, collaborative and connected vision requires a workforce that embodies the following capabilities: • Agility and openness to change • Connectivity and collaboration (intra and inter-disciplinary) • Cultural inclusion • Digital literacy • Future-focused thinking (strategic, innovative & design and entrepreneurial) • Global in intent and reach • Leadership of strategy, action and others • Performance and resource management Type of appointment This appointment will be offered on an ongoing, full-time basis.

Location This position may be required to work at either Kelvin Grove or Gardens Point campus. Selection Criteria 1. Education, training and/or relevant experience equivalent to completion of a postgraduate qualification in conjunction with extensive relevant experience in learning-led design or similar. 2. Proven track record in delivering innovative, client-focussed technical solutions to support changes in pedagogy and curriculum design. Experience in large complex organisations and/or higher education would be highly regarded. 3. Demonstrated experience in the successful leadership and management of project teams involved in the delivery and implementation of broad based, complex ICT projects.

4. Ability to account for changing client expectations of service delivery (including evidence-based, locally relevant, fit-for- purpose tailored solutions) coupled with the skills necessary to identify, assess and incorporate current and future business and operational capability requirements. 5. Demonstrated ability to build, sustain, mentor and lead a diverse team for high performance. 6. Proven track record of solution leadership and developing and maintaining multi-level relationships within and across an organisation.

7. Extensive and relevant subject matter expertise across three or more technology domains with current knowledge of emerging industry trends and applicable technologies. 8. Relevant industry certifications such as Microsoft Certified Professional (MCP); IT Infrastructure Library (ITIL) Foundations; Apple Certified Support Professional (ACSP) and/or AVIXA Certified Technology Specialist (CTS). Remuneration and Benefits The classification for this position is Higher Education Worker Level 10 (HEW10) which has an annual remuneration range of $138,638 to $155,063 pa. Which is inclusive of an annual salary range of $117,150 to $131,030 salary range pa, 17% superannuation and 17.5% recreation leave loading.

3 | P a g e Beyond personal and professional fulfilment, a career at QUT brings a broad range of tangible benefits. With competitive remuneration including superannuation, the University offers real and generous benefits. QUT is a high quality and flexible organisation that is proud of its excellent employment conditions which include but are not limited to: • Reduced working year scheme • Parental leave provisions • Study support encompassing leave and financial assistance • Comprehensive professional development • Salary Packaging. Further benefits can be found at the Working at QUT page.

Information for applicants The position is open to applicants who have ongoing full-time work rights in Australia. Aboriginal Australians and Torres Strait Islander people are encouraged to apply. Applicants who reach the final stage of the selection process will be expected to undergo a check of their criminal history. Those matters which do not have an impact on the inherent requirements of the position will not be taken into consideration. Applicants will be provided with an opportunity to discuss the outcome of the check before a decision on appointment is made.

For further information about the position, please contact Adrian Whitaker, Associate Director, Learning Environments on (07) 3138 2749; or for further information about working at QUT contact Jodie Harrington, Senior HR Advisor on (07) 3138 4151. How to Apply For further information and to apply, please visit www.qut.edu.au/jobs for reference number EOIXXXXX. When applying for this position we encourage you to upload your current resume and response to the selection criteria. Applications close TBA

4 | P a g e Project Manager (Support & Maintenance Activities) Division of Technology, Information and Library Services

1 | P a g e About QUT QUT is a major Australian university with a global outlook and a 'real world' focus. We are one of the nation’s fastest growing research universities and our courses are in high demand. Our graduates include eight Rhodes Scholars, five of these awarded in the past six years. We are an ambitious and collaborative institution that seeks to equip our students and graduates with the skills they will need in an increasingly disrupted and challenged world. We are transforming the student experience we offer our 50,000 students and we place a premium on the international and national accreditation of our various professional degrees.

Our internationally award-winning Science and Engineering Centre is home to The Cube, acknowledged as one of the world’s largest digital interactive learning and display spaces. QUT established the world's first Creative Industries Faculty, and we invest heavily in collaborative learning and interdisciplinary research environments. Further information about QUT can be obtained from the website at www.qut.edu.au Our Vision The QUT Blueprint 5 is our institutional strategic plan. It sets out priorities, strategies and key performance indicators to drive greater coherence and coordination of our efforts. Our overall vision for the future is: • to provide outstanding real world education through physical and virtual learning environments and innovative courses that lead to excellent outcomes for graduates living in a diverse and complex environment characterised by rapid, transformative change; • to focus on being a globally leading university that delivers solutions to the challenges of today and of the future through high-impact research that spans discipline boundaries and works in partnership with end users, leveraging our deep technological strengths and alignment to the human capital and innovation needs of the global economy; • to strengthen and extend partnerships with professional and broader communities to build our reputation as a source of knowledge that is applied to real world challenges.

About the Division of Technology, Information and Library Services (TILS) TILS provides support for staff and students across a range of information and technology services including HiQ, IT, learning environments and the QUT Library. TILS includes: • HiQ • Information Technology Services • Learning Environments and Technology Services • QUT Library • Service and Project Management Office. About the Position The Project Manager (Support & Maintenance Activities) will support the Division in the execution of its learning technology project portfolio program for the refurbishment of existing spaces. The work undertaken supports the University’s objectives to provide high quality next generation learning environments.

The Project Manager (Support & Maintenance Activities) will act as a project management practitioner and will manage, in collaboration with Facilities Management, a significant program of work. The role will ensure that learning technologies are delivered in the right way to minimise costs and risks and to maximise benefit to the QUT community. The role will oversee and manage the definition, documentation and successful completion of a variety of learning technology projects in line with QUT’s project management methodologies and high standards. Service improvement and standardisation are a key component of the role, as will be working with various business and technology stakeholders to collaboratively facilitate successful completion. Representing the Division, the role will plan and schedule project timelines and work to gain agreement with subject experts and/or associated teams for the allocation of resources and timelines and for ensuring that

2 | P a g e an integrated approach is taken to the development and release of key projects. This position reports to the Manager, Learning Environments and Design for supervision, workload management and for Performance Planning and Review (PPR). Key responsibilities include: • Representing the Division, direct the development and delivery of learning technology projects from inception to development, approval, delivery, handover and conclusion. • Ensure projects are delivered in accordance with client requirements and QUT standards, and manage the project/s financial and procurement activity in line with QUT’s standards and policies. • Ensure that performance targets for each project (specifically scope, functionality, time, cost) are consistently achieved with a high quality outcome.

• Prepare all project documentation in a timely manner, including plans, status reports, technical documents, communications and correspondence. • Manage, monitor and report on project deliverables, resources, timelines, risk, issues and opportunities, and implement processes to ensure a proactive resolution of any unforeseen issues. • Liaise and negotiate for successful outcomes with senior officers within the University, project staff in Facilities Management, as well as external consultants and/or building contractors. • Liaise closely with client representatives/ subject experts to ensure their satisfaction with service delivery and outcomes for projects.

• Develop and leverage relationships to facilitate good business outcomes. • Contribute to improved project management processes and business systems that support project decision makers. • Compliance with health and safety policies, procedures, hazard reporting and safe work practices. Real World Capabilities To deliver on QUT’s global, collaborative and connected vision requires a workforce that embodies the following capabilities: • Agility and openness to change • Connectivity and collaboration (intra and inter-disciplinary) • Cultural inclusion • Digital literacy • Future-focused thinking (strategic, innovative & design and entrepreneurial) • Global in intent and reach • Leadership of strategy, action and others • Performance and resource management Type of appointment This appointment will be offered on an ongoing, full-time basis.

This position has been developed in line with QUT’s IT Project Management Skills Framework. Location This position may be required to work at either Kelvin Grove or Gardens Point campus. Selection Criteria 1. Education, training and/or experience equivalent to completion of a postgraduate qualification in a relevant field or progress towards postgraduate qualifications and extensive relevant experience. 2. Proven experience and successful business record in managing the delivery of complex IT/learning technology projects in a dynamic environment to schedule and quality objectives.

3. Demonstrated ability to deal effectively with difficult project management issues and consistently achieve performance targets. 4. High level communication and negotiation skills and a proven approach in building successful relationships with a broad range of stakeholders. 5. Well-developed digital literacy skills and a demonstrated ability to produce project documentation to a high standard. 6. Demonstrated ability to implement appropriate health and safety practices and equity principles at an operational level.

Desirable: 7. Project management qualifications with the Project Management Institute or Australian Institute of Project Management.

3 | P a g e Remuneration and Benefits The classification for this position is Higher Education Worker Level 8 (HEW8) which has an annual remuneration range of $110,897 to $125,695 pa. This is inclusive of $93,709 to $106,214 salary pa, 17% superannuation and 17.5% recreation leave loading. Beyond personal and professional fulfilment, a career at QUT brings a broad range of tangible benefits. With competitive remuneration including superannuation, the University offers real and generous benefits. QUT is a high quality and flexible organisation that is proud of its excellent employment conditions which include but are not limited to: • Reduced working year scheme • Parental leave provisions • Study support encompassing leave and financial assistance • Comprehensive professional development • Salary Packaging. Further benefits can be found at the Working at QUT page.

Information for applicants The position is open to applicants who have ongoing full-time work rights in Australia. Aboriginal Australians and Torres Strait Islander people are encouraged to apply. Applicants who reach the final stage of the selection process will be expected to undergo a check of their criminal history. Those matters which do not have an impact on the inherent requirements of the position will not be taken into consideration. Applicants will be provided with an opportunity to discuss the outcome of the check before a decision on appointment is made.

For further information about the position, please contact Adrian Whitaker, Associate Director, Learning Environments on (07) 3138 2749; or for further information about working at QUT contact Jodie Harrington, Senior HR Advisor on (07) 3138 4151. How to Apply For further information and to apply, please visit www.qut.edu.au/jobs for reference number EOIXXXXX. When applying for this position we encourage you to upload your current resume and response to the selection criteria. Applications close TBA

4 | P a g e Technology Support Officer (HEW5) Division of Technology, Information and Library Services

1 | P a g e About QUT QUT is a major Australian university with a global outlook and a 'real world' focus. We are one of the nation’s fastest growing research universities and our courses are in high demand. Our graduates include eight Rhodes Scholars, five of these awarded in the past six years. We are an ambitious and collaborative institution that seeks to equip our students and graduates with the skills they will need in an increasingly disrupted and challenged world. We are transforming the student experience we offer our 50,000 students and we place a premium on the international and national accreditation of our various professional degrees.

Our internationally award-winning Science and Engineering Centre is home to The Cube, acknowledged as one of the world’s largest digital interactive learning and display spaces. QUT established the world's first Creative Industries Faculty, and we invest heavily in collaborative learning and interdisciplinary research environments. Further information about QUT can be obtained from the website at www.qut.edu.au. Our Vision The QUT Blueprint 5 is our institutional strategic plan. It sets out priorities, strategies and key performance indicators to drive greater coherence and coordination of our efforts. Our overall vision for the future is: • to provide outstanding real world education through physical and virtual learning environments and innovative courses that lead to excellent outcomes for graduates living in a diverse and complex environment characterised by rapid, transformative change; • to focus on being a globally leading university that delivers solutions to the challenges of today and of the future through high-impact research that spans discipline boundaries and works in partnership with end users, leveraging our deep technological strengths and alignment to the human capital and innovation needs of the global economy; • to strengthen and extend partnerships with professional and broader communities to build our reputation as a source of knowledge that is applied to real world challenges.

About the Division of Technology, Information and Library Services (TILS) TILS provides support for staff and students across a range of information and technology services including HiQ, IT, learning environments and the QUT Library. TILS includes: • HiQ • Information Technology Services • Learning Environments and Technology Services • QUT Library • Service and Project Management Office. About the Position The Technology Support Officer will work in a team environment to assist in providing efficient support services related to the client computing and learning environment service streams across the broader University community. The role will assist in the provision of broad- ranging Tier 3 technology support across the service streams to a diverse client base via face to face and remote desktop management technologies to troubleshoot and resolve issues and to install, service and repair equipment as required.

The role will assist with the provision of support for common software applications, including MS Office suite applications, as well as providing high-level Windows and Mac computing support services to meet client needs. Maintaining a client-centric approach, the role will assist with the identification and documentation of clients’ requirements, problem solve and maintain ownership of issues and ensure appropriate communication with the client. The Technology Support Officer may be assigned to any service stream within LETS. The role is critical to driving business efficiencies and ensuring that day to day IT infrastructure runs smoothly, so therefore may be required to be contactable and/or work outside standard business hours.

This position reports to either the Manager, Client Computing (Student Environment) or Team Leader, Technology Support for

2 | P a g e supervision, workload management and for Performance Planning and Review (PPR). Key responsibilities include: • Provision of computing and technology support, training and advice to the University community in accordance with the Division’s standards, processes and relevant service agreements. • Installation, assembly, configuration and troubleshooting of computing and other technologies (including operating systems, applications, software and hardware, peripherals, mobile devices, audio-visual and video-conference technologies) within the client’s and other relevant technology environments.

• Packaging/imaging of software in accordance with licensing requirements and asset management compliance, including change and incident management across the Division’s service catalogue. • Maintain up to date knowledge of hardware, software, networking and emerging technologies. • Adherence to and provision of input to required technical and procedural documentation to ensure effective and efficient delivery of client services. • Compliance with health and safety policies, procedures, hazard reporting and safe work practices.

Real World Capabilities To deliver on QUT’s global, collaborative and connected vision requires a workforce that embodies the following capabilities: • Agility and openness to change • Connectivity and collaboration (intra and inter-disciplinary) • Cultural inclusion • Digital literacy • Future-focused thinking (strategic, innovative & design and entrepreneurial) • Global in intent and reach • Leadership of strategy, action and others • Performance and resource management Type of appointment This appointment will be offered on an ongoing, full-time basis.

Location This position will be required to work across both Kelvin Grove and/or Gardens Point campuses. Selection Criteria 1. Completion of a bachelor degree in IT or a related field, or recognised technical training in the support of computing and/or AV systems (including operating systems and applications) as well as other supported technologies, or an equivalent alternate combination of relevant knowledge, training and/or experience. 2. Demonstrated high level team member and customer service skills with the proven ability to problem solve and respond to changing client needs.

3. Demonstrated organisational skills, including time management and the ability to contribute effectively within a large complex organisation with a fast-paced changing service environment. 4. Experience in one or more of the following: Microsoft Windows, Apple, AMX or similar, or other operating systems and commonly used application packages. Desirable: 5. Relevant industry certifications such as Microsoft Certified Professional (MCP); IT Infrastructure Library (ITIL) Foundations; Apple Certified Support Professional (ACSP) and/or AVIXA Certified Technology Specialist (CTS) will be highly regarded. Remuneration and Benefits The classification for this position is Higher Education Worker Level 5 (HEW5) which has an annual remuneration range of $77,023 to $86,874 pa. Which is inclusive of an annual salary range of $65,085 to $73,410 salary range pa, 17% superannuation and 17.5% recreation leave loading.

Beyond personal and professional fulfilment, a career at QUT brings a broad range of tangible benefits. With competitive remuneration including superannuation, the University offers real and generous benefits. QUT is a high quality and flexible organisation that is proud of its excellent employment conditions which include but are not limited to: • Reduced working year scheme • Parental leave provisions • Study support encompassing leave and financial assistance • Comprehensive professional development • Salary Packaging.

3 | P a g e Further benefits can be found at the Working at QUT page. Information for applicants The position is open to applicants who have ongoing full-time work rights in Australia. Aboriginal Australians and Torres Strait Islander people are encouraged to apply. Applicants who reach the final stage of the selection process will be expected to undergo a check of their criminal history. Those matters which do not have an impact on the inherent requirements of the position will not be taken into consideration. Applicants will be provided with an opportunity to discuss the outcome of the check before a decision on appointment is made.

For further information about the position, please contact Carmel Sang, Manager, Technology Support on (07) 3138 2320; or for further information about working at QUT contact Jodie Harrington, Senior HR Advisor on (07) 3138 4151. How to Apply For further information and to apply, please visit www.qut.edu.au/jobs for reference number EOIXXXXX. When applying for this position we encourage you to upload your current resume and response to the selection criteria. Applications close TBA

4 | P a g e Technology Support Officer (HEW6) Division of Technology, Information and Library Services

1 | P a g e About QUT QUT is a major Australian university with a global outlook and a 'real world' focus. We are one of the nation’s fastest growing research universities and our courses are in high demand. Our graduates include eight Rhodes Scholars, five of these awarded in the past six years. We are an ambitious and collaborative institution that seeks to equip our students and graduates with the skills they will need in an increasingly disrupted and challenged world. We are transforming the student experience we offer our 50,000 students and we place a premium on the international and national accreditation of our various professional degrees.

Our internationally award-winning Science and Engineering Centre is home to The Cube, acknowledged as one of the world’s largest digital interactive learning and display spaces. QUT established the world's first Creative Industries Faculty, and we invest heavily in collaborative learning and interdisciplinary research environments. Further information about QUT can be obtained from the website at www.qut.edu.au. Our Vision The QUT Blueprint 5 is our institutional strategic plan. It sets out priorities, strategies and key performance indicators to drive greater coherence and coordination of our efforts. Our overall vision for the future is: • to provide outstanding real world education through physical and virtual learning environments and innovative courses that lead to excellent outcomes for graduates living in a diverse and complex environment characterised by rapid, transformative change; • to focus on being a globally leading university that delivers solutions to the challenges of today and of the future through high-impact research that spans discipline boundaries and works in partnership with end users, leveraging our deep technological strengths and alignment to the human capital and innovation needs of the global economy; • to strengthen and extend partnerships with professional and broader communities to build our reputation as a source of knowledge that is applied to real world challenges.

About the Division of Technology, Information and Library Services (TILS) TILS provides support for staff and students across a range of information and technology services including HiQ, IT, learning environments and the QUT Library. TILS includes: • HiQ • Information Technology Services • Learning Environments and Technology Services • QUT Library • Service and Project Management Office. About the Position The Technology Support Officer will work in a team environment to assist in providing efficient support services related to the client computing and learning environment service streams across the broader University community. The role will involve providing broad-ranging Tier 3 technology support across the service streams to a diverse client base via face to face and remote desktop management technologies to troubleshoot and resolve issues and to install, service and repair equipment as required. The role will take a client focused approach, particularly in identifying and documenting clients’ requirements, maintaining ownership of issues and ensuring appropriate communication with the client and will provide support for common software applications, including MS Office suite applications, as well as high-level Windows and Mac computing support services to meet client needs.

The Technology Support Officer may be assigned to any service stream within LETS. The role is critical to driving business efficiencies and ensuring that day to day IT infrastructure runs smoothly. Staff may therefore be required to be contactable and/or work outside standard business hours. This position reports to the Team Leader for supervision, workload management and for Performance Planning and Review (PPR).

2 | P a g e Key responsibilities include: • Provision of computing and technology support, training and advice and recognised technical expertise in fault finding and resolution to the University community as required by the Division’s standards, processes and relevant service agreements. • Installation, assembly, configuration and troubleshooting of complex computing and other technologies (including operating systems, applications, software and hardware, peripherals, mobile devices, audio-visual and video-conference technologies) within the client’s and other relevant technology environments in accordance with the Division’s standards, processes and/or service agreements. • Undertake packaging/imaging of software in accordance with licensing requirements and asset management compliance, including change and incident management across the Division’s service catalogue. • Maintenance of up to date knowledge of hardware, software, networking and emerging technologies.

• Recommend and assist with the design and development of enhancements to existing technical and procedural documentation to enhance service delivery. • Compliance with health and safety policies, procedures, hazard reporting and safe work practices. Real World Capabilities To deliver on QUT’s global, collaborative and connected vision requires a workforce that embodies the following capabilities: • Agility and openness to change • Connectivity and collaboration (intra and inter-disciplinary) • Cultural inclusion • Digital literacy • Future-focused thinking (strategic, innovative & design and entrepreneurial) • Global in intent and reach • Leadership of strategy, action and others • Performance and resource management Type of appointment This appointment will be offered on an ongoing, full-time basis.

Location This position will be required to work across both Kelvin Grove and/or Gardens Point campuses. Selection Criteria 1. Completion of a relevant Bachelor’s degree in an IT or related field, or an equivalent combination of relevant knowledge, training and/or experience, and demonstrated experience working with complex network and enterprise systems. 2. Excellent interpersonal and customer service skills with demonstrated experience in communicating complex technology issues clearly and confidently at all levels within the organisation.

3. Demonstrated high level team member and customer service skills with the proven ability to problem solve and respond to changing client needs. 4. Demonstrated organisational skills, including time management and the ability to contribute effectively within a large complex organisation with a fast-paced changing service environment. 5. Demonstrated high level experience in two or more of the following: Microsoft Windows, Apple, AMX or similar, or other operating systems and commonly used application packages.

6. Relevant industry certifications such as Microsoft Certified Professional (MCP); IT Infrastructure Library (ITIL) Foundations; Apple Certified Support Professional (ACSP) and/or AVIXA Certified Technology Specialist (CTS) will be highly regarded. Remuneration and Benefits The classification for this position is Higher Education Worker Level 6 (HEW6) which has an annual remuneration range of $89,349 to $96,745pa. Which is inclusive of an annual salary range of $75,501 to $81,751 salary range pa, 17% superannuation and 17.5% recreation leave loading.

Beyond personal and professional fulfilment, a career at QUT brings a broad range of tangible benefits. With competitive remuneration including superannuation, the University offers real and generous benefits. QUT is a high quality and flexible organisation that is proud of its excellent employment conditions which include but are not limited to: • Reduced working year scheme • Parental leave provisions • Study support encompassing leave and financial assistance • Comprehensive professional development • Salary Packaging.

3 | P a g e Further benefits can be found at the Working at QUT page. Information for applicants The position is open to applicants who have ongoing full-time work rights in Australia. Aboriginal Australians and Torres Strait Islander people are encouraged to apply. Applicants who reach the final stage of the selection process will be expected to undergo a check of their criminal history. Those matters which do not have an impact on the inherent requirements of the position will not be taken into consideration. Applicants will be provided with an opportunity to discuss the outcome of the check before a decision on appointment is made.

For further information about the position, please contact either: • For Technology Support positions: Carmel Sang, Manager, Technology Support on (07) 3138 2320; or • For Learning Environments positions: Adrian Whitaker, Associate Director, Learning Environments on (07) 3138 2749; or for further information about working at QUT contact Jodie Harrington, Senior HR Advisor on (07) 3138 4151. How to Apply For further information and to apply, please visit www.qut.edu.au/jobs for reference number EOIXXXXX.

When applying for this position we encourage you to upload your current resume and response to the selection criteria. Applications close TBA

4 | P a g e Technology Support Officer (Managed Operating Environment) (HEW6) Division of Technology, Information and Library Services

1 | P a g e About QUT QUT is a major Australian university with a global outlook and a 'real world' focus. We are one of the nation’s fastest growing research universities and our courses are in high demand. Our graduates include eight Rhodes Scholars, five of these awarded in the past six years. We are an ambitious and collaborative institution that seeks to equip our students and graduates with the skills they will need in an increasingly disrupted and challenged world. We are transforming the student experience we offer our 50,000 students and we place a premium on the international and national accreditation of our various professional degrees.

Our internationally award-winning Science and Engineering Centre is home to The Cube, acknowledged as one of the world’s largest digital interactive learning and display spaces. QUT established the world's first Creative Industries Faculty, and we invest heavily in collaborative learning and interdisciplinary research environments. Further information about QUT can be obtained from the website at www.qut.edu.au. Our Vision The QUT Blueprint 5 is our institutional strategic plan. It sets out priorities, strategies and key performance indicators to drive greater coherence and coordination of our efforts. Our overall vision for the future is: • to provide outstanding real world education through physical and virtual learning environments and innovative courses that lead to excellent outcomes for graduates living in a diverse and complex environment characterised by rapid, transformative change; • to focus on being a globally leading university that delivers solutions to the challenges of today and of the future through high-impact research that spans discipline boundaries and works in partnership with end users, leveraging our deep technological strengths and alignment to the human capital and innovation needs of the global economy; • to strengthen and extend partnerships with professional and broader communities to build our reputation as a source of knowledge that is applied to real world challenges.

About the Division of Technology, Information and Library Services (TILS) TILS provides support for staff and students across a range of information and technology services including HiQ, IT, learning environments and the QUT Library. TILS includes: • HiQ • Information Technology Services • Learning Environments and Technology Services • QUT Library • Service and Project Management Office. About the Position The Technology Support Officer (Managed Operating Environment) will be responsible for the enterprise wide technical build of the managed operating environment in readiness for the handover point to other technical support teams for specific tailoring for individual users. The role will take a client focused approach, particularly in identifying and documenting clients’ requirements, maintaining ownership of issues and ensuring appropriate communication with the client and will provide support for common software applications in use across the university, as well as high-level Windows and Mac computing support services to meet client needs.

The Technology Support Officer (Managed Operating Environment) has a specific responsibility for the enterprise management of driver support for new hardware models, the creation and maintenance of reference images for distribution and updating, patching and management of the enterprise MOE in Windows Mac and virtualised environments. The role is critical to driving business efficiencies and ensuring that day-to-day IT infrastructure runs smoothly. Staff may therefore be required to be contactable and/or work outside standard business hours.

This position reports to the Team Leader for supervision, workload management and for Performance Planning and Review (PPR).

2 | P a g e Key responsibilities include: • Installation, assembly, configuration and troubleshooting of complex Enterprise Management Systems and other technologies within the client’s and other relevant technology environments. These are completed in accordance with the Division’s standards, processes and/or service agreements. • Build the high level managed operating environment in readiness for the handover point to other technical support teams for specific tailoring for individual users. • Continuous improvement in the maintenance, support and improvement of enterprise systems, including detailed Quality and Assurance processes, by converting user feedback to configurations and updates. • Test the system build to ensure the high quality standards of the QUT end user environment are met.

• Recommend and assist with the design and development of enhancements to existing technical and procedural documentation. • Compliance with health and safety policies, procedures, hazard reporting and safe work practices. Real World Capabilities To deliver on QUT’s global, collaborative and connected vision requires a workforce that embodies the following capabilities: • Agility and openness to change • Connectivity and collaboration (intra and inter-disciplinary) • Cultural inclusion • Digital literacy • Future-focused thinking (strategic, innovative & design and entrepreneurial) • Global in intent and reach • Leadership of strategy, action and others • Performance and resource management Type of appointment This appointment will be offered on an ongoing, full-time basis.

Location This position will be required to work across both Kelvin Grove and/or Gardens Point campuses. Selection Criteria 1. Completion of a relevant Bachelor’s degree in an IT or related field, or an equivalent combination of managed operating environment experience, and demonstrated experience working with complex network and enterprise systems. 2. In depth technical understanding and knowledge of Microsoft Enterprise Management and Apple Enterprise management systems and technology. 3. Ability to build the high level managed operating environment in readiness for the handover point to other technical support teams for specific tailoring for individual users.

4. Demonstrated analytical skills including troubleshooting in order to contribute scalable solutions for to assist in resolving complex problems. 5. Continuous improvement capability to maintain, support and improve enterprise systems, including detailed Quality and Assurance processes. 6. Strong testing skills to ensure accuracy and working order of technology build for use by thousands of end users. 7. Familiarity with virtualisation technologies such as VMware. 8. High standard interpersonal and customer service skills with demonstrated experience in communicating complex technology issues clearly and confidently at different levels within the organisation. 9. Demonstrated organisational skills, including time management and the ability to contribute effectively within a large complex organisation with a fast-paced changing service environment.

Remuneration and Benefits The classification for this position is Higher Education Worker Level 6 (HEW6) which has an annual remuneration range of $89,349 to $96,745pa. Which is inclusive of an annual salary range of $75,501 to $81,751 salary range pa, 17% superannuation and 17.5% recreation leave loading. Beyond personal and professional fulfilment, a career at QUT brings a broad range of tangible benefits. With competitive remuneration including superannuation, the University offers real and generous benefits.

3 | P a g e QUT is a high quality and flexible organisation that is proud of its excellent employment conditions which include but are not limited to: • Reduced working year scheme • Parental leave provisions • Study support encompassing leave and financial assistance • Comprehensive professional development • Salary Packaging. Further benefits can be found at the Working at QUT page. Information for applicants The position is open to applicants who have ongoing full-time work rights in Australia. Aboriginal Australians and Torres Strait Islander people are encouraged to apply.

Applicants who reach the final stage of the selection process will be expected to undergo a check of their criminal history. Those matters which do not have an impact on the inherent requirements of the position will not be taken into consideration. Applicants will be provided with an opportunity to discuss the outcome of the check before a decision on appointment is made. For further information about the position, please contact Adrian Whitaker, Associate Director, Learning Environments on (07) 3138 2749; or for further information about working at QUT contact Jodie Harrington, Senior HR Advisor on (07) 3138 4151.

How to Apply For further information and to apply, please visit www.qut.edu.au/jobs for reference number EOIXXXXX. When applying for this position we encourage you to upload your current resume and response to the selection criteria. Applications close TBA