Job and Person Specification
Contract and Network Support
Title of Role:
Administrator
Business Unit:
Justice Technology Services
Division: Finance & Business Services
Remuneration Level: ASO5
Type of Appointment:
Term - 2 years
Position Number: TBA
Job and Person Specification Approval
……………………………………. ......../......../........ Last Reviewed: ......../......../........
CHIEF EXECUTIVE/DELEGATE
Primary Purpose
The Contract & Network Support Administrator delivers effective network management and support
services, required for the ongoing and efficient operations of the Wide Area Network (WAN) infrastructure.
The role supports the JTS Business Plan goals to provide cost effective network solutions across the
criminal Justice System (CJS), the South Australian Attorney-General’s Department (AGD) and generally
across the South Australian Government.
Reporting Relationships

Reports to the Principal Consultant, Network Planning and Architecture
Key Relationships/Interactions
Internal

All JTS teams, particularly the Service Desk and Security and Audit Team
External

Agency clients including Senior IT stakeholders

Managed Network Services (MNS) supplier, Telecommunication Service Panel (TSP) suppliers
Key Challenges



Manage outsourced IT Provider contracts
Manage network changes
Perform system administration for select in-house systems
Special Conditions



Prior to an offer of employment being made, candidates must provide authority for SA Police to
disclose any criminal offences or charges to the AGD
Some out of hours work may be required
Some intrastate and interstate travel may be required
AGD Conditions




Participation in annual performance review and development
Actively participate in all mandatory training requirements
Abide by the standards in the Code of Ethics for the South Australian Public Sector (the Code)
Employment is dependent upon a National Police Certificate clearance that the AGD finds
satisfactory.
Flexible Working Arrangements



Compressed weeks arrangements are available in this role
Flexitime arrangements are available in this role
Work from home or telework arrangements are available in this role.
Responsibilities
This Job and Person Specification provides an indication of the type of duties you will be engaged to
perform. You may be lawfully directed to perform any duties that a person with your qualifications, skills
and abilities would reasonably be expected to perform. The Contract & Network Support Administrator is
responsible for:
Key Responsibilities
Contract Administration
Network Production
Support
Change Management
Specified Duties
Performance Indicator/Measurement
 Organise and Chair regular
Service Delivery meetings with IT
Providers and other stakeholders
 Manage IT Providers and
customer expectations to ensure
network infrastructure contractual
deliverables are met
 Liaise with stakeholders and
internal JTS teams to address
contractual issues as part of
working in an outsourced IT
environment
 Certify services and products as
true and correct
 Review invoices and assist in
resolving discrepancies.
 Create and maintain network
documentation, asset database
and reporting systems
 Provide systems administration
for custom databases and
reporting systems
 Investigate, diagnose and resolve
complex network related incidents
working with Service Desk and
3rd party suppliers
 Monitor and interpret network
management reporting to identify
issues, potential improvement and
capacity planning.
 Distribute appropriate meeting
agendas and concise minutes to all
stakeholders within established
timeframes
 Agreed outcomes achieved on time
and on budget
 Maintain 100% complete records of
all service requests, invoices, issues
and the resolution.
 Review quotes and invoices in a
timely manner to ensure 100%
accuracy.
 Ensure the preparation of
network related changes and
implementation plans
 Review, monitor, document and
implement changes to network
infrastructure, systems and
components
 Contribute to the change impact
assessment process, including
costs, benefits, risks and value for
money
 Oversee and approve network
related changes.
 All changes are prepared and
communicated within established
timeframes
 Responds to stakeholder and service
providers enquiries within 2 business
days
 Obtains explicit signoff by customer
of change and testing success.
 Follows JTS established change
management processes.
 Asset, Service and Production
Topology databases are updated
with 100% accuracy and in a timely
manner
 Meaningful and 100% accurate
reports as requested
 Quality documentation maintained
and to established standards.
2
Relationships
Compliance
 Meet regularly with key Agency
representatives to understand
current business objectives and
find workable solutions
 Work collaboratively and in a
professional manner with IT
Providers and Government IT
teams
 Work closely to backup and
support other members of the
JustNet team.
 Feedback from stakeholders.
 Manages client expectations, and
follows through on agreed actions in
a timely manner.
 Maintains effective relationships
 Concise and timely written and
verbal communications
 Responsible and accountable for
adhering to the requirements of
the WHS Act 2012; relevant WHS
Regulations 2012; the Equal
Opportunity Act 1984; the PS Act
2009; the Code of Ethics for
Public Sector employees; the
principles of diversity; and the
Department’s policies and
procedures;
 Keep accurate and complete
records of business activities in
accordance with the State
Records Act 1997.
 Adhere and advise on
Government ICT regulations and
relevant Security policies and
protocols.
 Abides by the Acts, Regulations,
Policies and Procedures relevant to
employees of the Department;
 Documents and correspondence filed
according to States Records Act,
1997.
 Conducts regular checks to ensure
compliancy with Security and
Network regulations.
Technical Expertise
Qualifications, Skills, Knowledge and Experience relevant to the role
Reference: http://ww.sfia.org.uk/v501/en/publications/reference-guide/at_download/file/pdf
Technical
Expertise
(Essential)

Skills
Framework for
the
Information
Age
(Essential)
 Demonstrated ability in a customer service/ relationship managerial role
 Demonstrated understanding of modern networking concepts and data communications
technologies
 Proven ability in managing day-to-day changes and in overseeing service provider activities
 Demonstrated ability in an administration role of relevant outsourcing contracts
 Proven ability to successfully manage multiple concurrent tasks, dealing with competing
pressures and multiple stakeholders
 Experience in the utilisation of contemporary project management and change
management methodologies and tools
Ability to produce written communication which is clear, concise and is readily understood
by the intended audience (both verbally and written)
 Experience in an IT network infrastructure support role.
 Experience using Microsoft products, in particular Microsoft Visio (any version)
 Knowledge of Cisco products and communication technologies
 Supplier relationship management: Level 4 Collects performance data and investigates
problems. Monitors and reports on supplier performance, customer satisfaction, and
market intelligence. Resolves or escalates problems. Implements supplier service
improvement actions and programmes. Monitors performance.
 Change management: Level 3 Develops, documents and implements changes based on
requests for change. Applies change control procedures.
 Network support: Level 4 Maintains the network support process and checks that all
requests for support are dealt with according to agreed procedures. Uses network
management software and tools to investigate and diagnose network problems, collect
performance statistics and create reports, working with users, other staff and suppliers as
appropriate.
3



Technical
Expertise
(Desirable)




Relevant tertiary degree, IT technical qualifications or IT experience
Demonstrated ability to develop and maintain system and operational documentation
Experience in a support role, supporting a variety of IT related technologies and
information systems
Experience supporting a multi Agency, state wide network infrastructure
Experience in Prince 2 or equivalent in project management
Problem Management PBMG Level 3 - The resolution (both reactive and proactive)
of problems throughout the information system lifecycle, including classification,
prioritisation and initiation of action, documentation of root causes and implementation
of remedies to prevent future incidents
Asset Management ASMG Level 4 as per SFIA - The management of the lifecycle for
service assets (hardware, software, intellectual property, licences, warranties etc)
including inventory, compliance, usage and disposal.
4
Behavioural Capabilities
Descriptors below detail the behavioural capabilities required for performance in the Contract & Network Support
Administrator KEY behaviours for this role are listed with the critical behaviours highlighted in bold. These behaviours
have been drawn from a larger number of relevant behaviours in AGD’s Performance Matrix. This broader group of
behaviours are applicable to your ongoing success in the role.
Category and level
Strategic Focus
Operational
Results Orientation
Operational
Behaviours














Service Delivery
Excellence
Operational
Relationship
Management
Operational
Demonstrate
approach and drive
Operational



















Supports and communicates the Department’s goals and direction
Translates objectives into practical terms to others
Communicates risks and issues from employees to senior management
Is sensitive to political drivers influencing priorities and decisions
Actively participates in business planning
Reinforces the need for change and innovation in the Department
Provides clear direction about milestones and outcomes
Sets stretched targets and supports others to achieve these
Is accountable for the delivery of timely and accurate results
Critically evaluated an issue prior to determining a course of action
Confidently makes judgements about which tasks to prioritise and which to renegotiate
Applies new and innovative approaches to achieve outcomes
Regularly engages in informal performance discussions with direct reports
Undertakes the bi-annual AGD Performance Review and Development Process with
staff
Provides timely praise and recognition
Addresses unsatisfactory performance promptly
Ensures employees are trained and competent to deliver outcomes
Ensures direct reports are enrolled and attend mandated training
Reviews existing procedures to streamline and improve business processes
Considers the best person(s) for the job and allocates the appropriate
resources
Is willing to come to a compromise where appropriate
Takes other opinions into account when decision making
Encourages others to consult and seek the opinions of relevant stakeholders
Shares information with own team
Tailors his/her approach depending on the situation and audience
Is approachable and easy to work with
Listens to others and responds clearly
Acts in a respectful and professional manner
Shows positivity and honesty
Maintains professionalism and confidentiality when dealing with sensitive
issues
Recovers quickly from setbacks and refocuses on the task at hand
Looks for opportunities to engage in personal development
Ensures work practices are undertaken in a safe manner
/
/
/
/
Acknowledged by
occupant
(Print name)
(Signature)
Acknowledged by line
manager
(Print name)
(Signature & title)
5