Position Details
Information Technology Advisor
Role summary for potential applicants
Advertised Job Title:
User Services Specialist
Reference Number:
3021
Classification:
CSOF4
Salary Range:
$78K to $88K plus up to 15.4% superannuation
Location:
Clayton VIC preferred, other locations considered
Tenure:
Indefinite/Ongoing
Relocation assistance:
Will be provided to the successful candidate if required.
Applications are open to:
Australian Citizens Only
Functional Area:
Technical Services
% Client Focus - Internal:
100%
% Client Focus - External:
0%
Reports to the:
User Services Manager, IM&T Scientific Computing Services
Number of Direct Reports:
0
Role Overview:
The Scientific Computing group within the Information Management & Technology (IM&T) function provides
end-to-end infrastructure ranging from generic corporate IT systems through to leading edge High
Performance Computing (HPC) data processing tools and platforms. The teams manage over 30PB of data at
a compounded annual growth rate of ~75%, and a proportionate computational and network fabric including
several Top500 supercomputers, HPC Cloud and a highly versatile and robust corporate hosting platform.
Additional services include advanced visualisation, data processing, application support and software
delivery. The capability is highly client focussed and operates closely in partnership with all areas of CSIRO
research.
The Scientific Computing group is looking for a User Services Specialist, who will work within a small team
and take responsibility for delivery and support of services for a defined group/range of clients. This position
will require the incumbent to work closely with other Scientific Computing teams, and provide feedback
around processes and service delivery issues as needed.
This role provides a range of support activities and functions toward the delivery of Scientific Computing
services across the organisation. The role is responsible for delivery of solutions to support CSIRO’s strategic
and operational objectives. Applicants will be strongly client focussed and committed to designing and
developing technical solutions to effectively support the business requirements identified by their clients.
These functions will be carried out as part of the User Services team within the Scientific Computing group.
Your initial focus will be to act as the primary contact for support and delivery of the Bowen Research Cloud
service, and to facilitate effective uptake and use of the new cloud services. You will also facilitate client
access to other eResearch services, through assisting users to develop workflows that draw from our
continuum of service: high performance computing, cloud computing, scientific software portfolio, research
data services, advanced visualisation and collaboration environments. This includes the co-ordination,
development and delivery of user education materials through workshops, courses and roadshows, and also
via online delivery of user documentation.
Duties and Key Result Areas:
The User Services Specialist will be involved in a wide range of client delivery and support activities,
including:
 Providing support for users of Scientific Computing services, including troubleshooting and resolution
of issues, tracking of user requests, and coordination and handover of appropriate tasks to other
specialist teams.
 Design and implement fit-for-purpose workflow solutions that draw on IM&T’s continuum of
computing services, including HPC and cloud. This may require the development of new tools using
appropriate programming languages and software tools.
 Identifying and gathering new requirements, including completion of requirements documentation
with/on behalf of researchers.
 Assessing requests, confirming client requirements and following up on additional information
needed prior to provisioning, e.g. usage patterns, access, etc.
 Undertaking detailed request analysis and design, including preparing ‘design proposals’ for
technical/peer review.
 Conducting UAT and data migration activities for new deliveries on behalf of clients.
 Providing handover advice and training to clients on the use of services.
 Co-ordination, development and delivery of user education materials through workshops, courses
and roadshows, and also via online delivery of user documentation.
 Other duties as directed.
The specialist will also:
 Contribute to knowledge sharing within the team by documenting procedures, and be able to liaise
effectively with users regarding the delivery of services to meet their needs. Work may be required
at other CSIRO sites within Australia.

Communicate effectively and respectfully with all staff, clients and suppliers in the interests of good
business practice, collaboration and enhancement of CSIRO’s reputation.

Work collaboratively with colleagues within your team, the business unit and across CSIRO, to reach
objectives.

Adhere to the spirit and practice of CSIRO’s Values, Health, Safety and Environment plans and
policies, Diversity initiatives and Zero Harm goals.
Selection Criteria:
Under CSIRO policy only those who meet all essential criteria can be appointed.
Pre-Requisites:
1. Education/Qualifications: Tertiary degree in science, engineering, computer science, information
technology or other relevant field.
2. Communication: Excellent communication skills, both written and oral, including the ability to anticipate
the interests and knowledge level of an audience and present information and feedback accordingly.
3. Collaboration: A history of professional and respectful behaviours and attitudes in a collaborative
environment.
4. Adaptability: The ability to effectively manage a number of competing priorities simultaneously, and
carry out non-routine tasks under limited direction from senior technical staff.
5. Problem Solving: Proven ability to investigate underlying issues of complex and ill-defined problems and
develop appropriate responses by adapting/creating and testing alternative solutions.
Essential Criteria:
1. Familiarity with computing services and workflows, including cloud platforms, compute clusters, data
processing and software applications.
2. Experience in the use of scripting or programming languages for applications in a Linux environment.
3. Demonstrated experience and commitment in providing support services, including engaging with
clients to determine requirements, use of request tracking and task management processes.
4. Demonstrated ability to work with independence and self-motivation within a team environment.
5. Experience in authoring technical documentation under limited direction.
Desirable Criteria:
1. Expertise in managing scientific workflows, including scripting, use of batch systems, cloud
computing, data intensive computing, use/provision of science gateways and workflow tools and
experience in the management and provisioning of virtual / cloud resources in VMware and Xen.
2. Demonstrated experience in coordinating, developing and/or delivering relevant technical training
and self-help material for scientists.
CSIRO is a values based organisation. You will need to demonstrate behaviours aligned to our values of:
 Integrity of Excellent Science
 Trust & Respect
 Creative Spirit
 Delivering on Commitments
 Health, Safety & Sustainability
Other special requirements:
To be eligible for this position you must be an Australian citizen. The successful candidate must hold or have
the ability to obtain a Negative Vetting Level 1 (SECRET) Australian Government security clearance.
Other Information:
How to Apply
Please apply for this position online at www.csiro.au/careers. To apply please provide information relevant
to this position to enable the selection panel to determine your suitability, and upload your CV/resume and a
cover letter as ONE document. If your application proceeds to the next stage you may be asked to provide
additional information.
If you experience difficulties applying online call 1300 984 220 and someone will be able to assist you.
Outside business hours please email: csiro-careers@csiro.au.
Referees: If you do not already have the names and contact details of two previous supervisors or academic/
professional referees included in your resume/CV please add these before uploading your CV.
Contact: If after reading the selection documentation you require further information please contact:
Dr Tim Ho via email: Tim.Ho@csiro.au or phone: +61 3 9545 7846
Please do not email your application directly to Dr Ho. Applications received via this method will not be
considered.
About CSIRO
Australia is founding its future on science and innovation. Its national science agency, the Commonwealth
Scientific and Industrial Research Organisation (CSIRO) is a powerhouse of ideas, technologies and skills for
building prosperity, growth, health and sustainability. It serves governments, industries, business and
communities across the nation.
Find out more! www.csiro.au.
CSIRO Information Management and Technology (IM&T) is committed to introducing and maintaining upto-date, quality information services in support of CSIRO’s strategic objectives. Ongoing business
engagement maintains strong connections between IM&T and CSIRO’s research areas so that our services
are closely aligned with CSIRO’s strategic objectives, and forms the basis for IM&T’s annual Operational
Plans.