Position number:
Occupant:
GENERAL INFORMATION
Position title: ICT Customer Liaison Officer
Classification code: ASO-5
Group: Corporate
Branch: Information Management
Section: ICT Service Delivery
Type of appointment:
Ongoing
Temporary
Contract 1
File reference:
–5 years
Position Description Approval
_________________________________
Chief Executive * / Delegate
* Executive positions must have CE approval
ESSENTIAL QUALIFICATIONS
To be considered for this position it is essential that you have the following:

Nil
DESIRABLE QUALIFICATIONS

A relevant tertiary qualification.
CONTEXT OF THE POSITION
Primary Industries and Resources SA (PIRSA) is a complex government organisation of approximately 1800 people working in locations across metropolitan and rural South Australia. The agency currently comprises 11
Divisions with a range of diverse businesses including research, planning, policy development and commercial projects in agriculture, wine, seafood, minerals, energy resources and food.
Within the framework of the South
Australian Strategic Plan, the agency maintains a key focus on economic development, with targets that include trebling the value o f South Australia’s export income to $25 billion by 2013. It is expected that up to
70% of this target will be met from within the primary industries and resources sectors. Critical to the agency achieving the goals of the South Australian Strategic Plan is its ability to provide leadership and expertise, and to develop constructive partnerships with industry, other levels of government, and the wider community. The knowledge, skills and experience of its people are integral to achieving PIRSA’s goals.
PIRSA Corporate is a key business unit within PIRSA, providing a number of business support functions to
PIRSA Groups, including:

Finance;

Procurement & Facilities;

Information Management;

HR;

Strategy & Policy and;

Communications & Marketing.
ICT Customer Liaison Officer

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Each Group is characterised by a distinct business and culture and this diversity provided a continuing challenge for PIRSA Corporate in meeting the wide range of customer needs. PIRSA Corporate’s vision states that ‘ we will be recognised as integral to PIRSA achieving its strategic outcomes .’
As part of the Information Management Branch, the ICT Service Delivery Group provides a range of cost effective, customer focused, and relevant ICT services to customers, including PIRSA Business Divisions, as well as a number of external government agencies. The ICT Service Delivery Group works as an Integrated
Model, which provides ICT services back to Divisions on a point-of-service relationship basis. The Integrated
Model incorporates a key focus on service quality and a strong customer interface, which ensures success in providing an end-to-end ICT service delivery that is relevant to a dynamic business environment.
The ICT Customer Liaison Officer role is fundamental to the ongoing efficacy of ICT service delivery. There are three Customer Liaison positions that makeup the Customer Liaison team and these positions focus on facilitating the application of ICT services which support the enhancement of business processes and efficiency. The ICT Customer Liaison Of ficer provides PIRSA’s Business Divisions with a point of contact that effectively interfaces with all other ICT Service Delivery Groups. The broad purpose of the Customer Liaison
Officer is to enhance business success through the effective use of ICT services as detailed in the Information
Management Services Catalogue. This is achieved through fostering mutually beneficial customer relationships in an environment of open communication. The Customer Liaison Officer works closely with
PIRSA business managers and staff, and provides a range of expert consultation, facilitation and advice, which is designed to increase their effective use of ICT Services, and to achieve maximised productivity benefits.
The Customer Liaison Officers also contributes to achieving the following outcomes:

Providing expertise in the application of ICT services to effectively achieve business outcomes;

Building positive customer relationships, which contributes to the establishment of credibility and trust in ICT services;

Delivering business intelligence and advice to positively influence ICT service provision and quality;

Supporting Business Divisions to work within PIRSA and whole of government policies and guidelines.
Furthermore, the Customer Liaison Officer is expected to work in a largely self directed manner and to collaborate effectively across the team and with clients. To be successful in this position, the Customer
Liaison Officer must be able to demonstrate strong communication and relationship management skills, and keep abreast of the changes within the ICT industry and the current business environment.
REPORTING/WORKING RELATIONSHIPS
The ICT Customer Liaison Officer reports to the Manager, ICT Service Delivery. The position also:

Collaborates with ICT Service Deliver team members.
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Develops and maintains working relationships with key members of assigned PIRSA Business Divisions.
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Develops and maintains internal working relationships with ICT Service Delivery groups and stakeholders.
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Works closely with Division Business Managers.
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Develops and maintains external networks to communicate information and stay abreast of current events, technologies and policies.
SPECIFIC REQUIREMENTS

The position is located in the Adelaide CBD

Some out of hours work may be required

May be required to work at customer sites for extended periods as required

Undertake intrastate/interstate travel where appropriate

The incumbent will be required to maintain a safe working environment by adopting appropriate hazard management practices consistent with the role

The incumbent will be expected to uphold the Employee Conduct Standards contained in the Public Sector
Management Act (1995)*
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_______________________________________________________________________________________
RESULTS TO BE ACHIEVED
CUSTOMER SERVICE, ADVICE AND COMMUNICATION
A responsive and pro-active level of customer service is provided to enable PIRSA business groups to effectively use ICT services to meet their business needs.

Customer focussed and relevant ICT Services are planned and delivered to PIRSA business groups to support the effective application of ICT into their specific business environment, and training requirements are identified and delivered, as required.

An expert and responsive point of contact is provided to ensure that PIRSA business groups are aware of, and effectively utilise, the ICT services detailed in the IM Services Catalogue, which supports the achievement of their business objectives.

Complex ICT service issues and problems are identified and/or received and evaluated, in collaboration with customers, and referrals are made to the appropriate management levels to support effective resolutions and to ensure the provision of access to the required resources.

Processes for the monitoring, tracking and resolution of problems, and the communication of ICT services issues and changes, are identified, developed and implemented.

Leadership is provided to ensure that ICT service delivery issues, risks and opportunities are identified reviewed and addressed over time.

Opportunities and initiatives, for the improvement of service delivery practices and processes, are identified and developed to support cost savings across the Agency.

Feedback and reports, relating to service usage, are delivered to customers and key ICT staff on a regular basis to support effective service delivery outcomes.
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PIRSA's staff are well informed and aware of service options as detailed in the IM Services Catalogue, and understand associated policy and governance requirements, through the conduct of active promotion of ICT services and benefits across the Agency.

Specific business needs are identified and analysed, and an expert advisory service is provided to support and guide the selection of most appropriate ICT services to meet these requirements.

Expert contribution is made to ensure that government and PIRSA policy and governance requirements relating to ICT are understood by internal/external customers.
ADMINISTRATION
A range of effective and professional administrative support is delivered, which contributes to the effective management of the Branch.

Administrative tools and processes are effectively utilised, reviewed and improved to ensure that the reporting obligations that are required of ICT services are delivered in a comprehensive, efficient and effective manner.

Delivering business intelligence and advice to positively influence ICT service provision and quality.

A range of regular and ad-hoc reports are provided to the Manager, ICT Service Delivery in a timely and accurate manner.

Relevant data and information, that supports the effective management of the business divisions, is efficiently and accurately collected, evaluated and reported on.

A range of records and documents, including timesheets, are monitored and maintained on a regular basis to ensure their ongoing accuracy and integrity.

Efficient contribution is provided for the effective management of PIRSA through the promotion and achievement of SA Government and Departmental record keeping policies and obligations.
RELATIONSHIP MANAGEMENT
Productive working relationships and outcomes are achieved with a range of stakeholders, through cooperative management and collaboration.

Relationships and cooperative partnerships, with and between ICT and each PIRSA Division, are established and maintained to facilitate the delivery of best performance outcomes.
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
Building positive customer relationships, which contributes to the establishment of credibility and trust in ICT services.

PIRSA Business Groups have a close and collaborative working relationship with, and effectively utilise the services provided by, their ICT Customer Liaison Officer.

Stakeholder interests and expectations are identified, analysed and incorporated, in an unbiased and objective manner, into the delivery of high quality services and support.

Processes for monitoring and facilitating the two way flow of information are developed, implemented and facilitated.
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CAPABILITIES PROFILE
This position requires a person with the following capabilities:
CAPABILITIES
Professional & Technical Expertise
Demonstrates in-depth knowledge of
Information Communication Technology directions and expert knowledge of how this relates to Government.
Consulting
Brings together sound knowledge across several different disciplines in conducting consulting assignments; uses astute perception and influencing skills to assist client make informed, high-level choices and take relevant action.
Customer Orientation
Understands the needs and requirements of diverse range customers/stakeholders and successfully balances their competing demands; anticipates customer needs and consistently strives to please customers and exceed their needs.
Communication
Communicates effectively with a wide range of people, adapting style to match the audience and the situation; communicates complex ideas clearly, coherently, fluently and articulately, both verbally and in writing.
BEHAVIOURS

Has in depth knowledge and grasp of all relevant aspects of field including:

Government policies related to ICT

ICT industry and its future directions

Changing business in the global context

Maintains up to date knowledge and skills in the fields of ICT, government and business development and acts as a source of information and advice internally and externally on both operational and strategic issues.

Knows of industry changes, significant developments and affiliations within the industry, and builds industry contacts.
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Sources expert advice and requests additional support when required.

Understands the internal and external operating environment of the client’s business, services it provides and the client’s issues /problems.
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Applies systems thinking to inquiry and solutions.

Works with clients to identify solutions that work for them.
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Objectively sorts out fact from interpretation.
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Seeks to understand customers' operating environment and services and to understand their issues/problems.

Actively works with stakeholders/customers to develop and deliver high quality, responsive services, demonstrating flexibility where required.

Designs and builds the business group's capability to deliver high quality services.
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Models high standards of service delivery to customers and stakeholders.

Communicates own perspective clearly.
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Recognises and can represent the viewpoints of multiple stakeholders.
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Skilled in facilitating dialogue to build understanding in groups
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Uses multiple channels to communicate important messages (eg memos, newsletters, meetings, emails).
Influencing
Plans to influence agendas and outcomes; uses argument, networking and strategic leverage to achieve a change in others' positions.

Knows the audience, identifies and builds links with opinion leaders and gatekeepers and shapes expectations.

Presents ideas and recommended actions persuasively.

Understands other points of view and builds arguments, which acknowledge and counter
ICT Customer Liaison Officer

Relationship Building and Maintaining
Works collaboratively, developing productive working relationships with peers staff and stakeholders; able to relate to and communicate with people from diverse
‘cultures’, locations and ages.
Political Nous
In-depth knowledge of organisational, political and social contexts, acts with organisational and political astuteness with all stakeholders.
Initiative
Proactively identifies opportunities and issues and takes decisive action; initiates activities and accepts responsibilities beyond the specific job description.
Planning and
Management)
Organising (Work
Develops and manages efficient work plans for complex projects/activities involving a number of elements/groups.
6 objections and convince others to change their position.

Presents logical and factual information to support position.
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Takes the time to get to know and understand peers, staff and key stakeholders building positive working relationships.
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Demonstrates open communication including genuine interest, active listening and questioning techniques.
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Competent and comfortable in relating to and communicating with diverse range of people - from different ‘cultures’, locations, ages.
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Builds networks to develop shared understanding and for information sharing.
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Understands and uses organisational structure, systems and policies.
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Recognises the impact of organisational change on own business unit, self and team members.
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Reads situations well and adapts approaches and processes to ensure success.
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Exercises tact and discretion in dealing with people and politically sensitive and complex issues.
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Acts pro-actively rather than re-actively.
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Identifies and seizes opportunities to produce successful outcomes.
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Actively suggests and pursues new and different conclusions to problems.
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Identifies capabilities and resources needed to get the job done.
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Effectively manages resources, using budget to the fullest.
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Operates within time, financial and political restraints.
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Monitors and reviews progress of activities and revises priorities appropriately.
CERTIFIED CORRECT
___________________________________ _____________________________________
Delegate Occupant (if applicable)
* Employee Conduct Standards (PSM Act 1995):
PIRSA employees are expected to:

 treat the public and other employees with respect and courtesy; utilise resources at their disposal in an efficient, responsible and accountable manner;
 deal with information of which they have knowledge as a result of their work only in accordance with the requirements of the Government and their agencies;
 endeavour to give their best to meet performance standards and other organisational requirements; and
 conduct themselves in public in a manner that will not reflect adversely on the public sector, their agencies and other employees.
ICT Customer Liaison Officer