Service Management Officer

The Audio Visual Officer supports high‑quality meeting and presentation experiences across AEC sites by managing AV resources, resolving technical incidents, and coordinating with vendors to maintain reliable services. The role handles routine AV requests from intake to closure, ensuring equipment, room setups, and support meet organisational needs. Working under limited direction, the role applies expertise in AV systems, troubleshooting, and vendor coordination to keep meetings and events running smoothly. By triaging requests, gathering requirements, and delivering effective resolutions, the Audio Visual Officer ensures AV services are efficient, consistent, and aligned with organisational priorities across all sites. The candidate must hold an active Negative Vetting Level 1 security clearance prior to commencement. Key duties and responsibilities The Audio Visual Officer will be responsible for, but not limited to: Manage AV equipment and meeting spaces across AEC sites to ensure they remain functional and fit for purpose. Provide support for meetings and presentations, including room setup, equipment configuration, and on‑site or remote assistance. Triage and prioritise AV requests received through ServiceNow, email, phone, or direct contact. Confirm AV requirements such as room location, equipment needs, and event details to ensure accurate service delivery. Resolve routine AV issues, including connection problems, sound or display faults, and other minor technical incidents. Coordinate with external AV vendors for specialised support or escalated technical matters. Maintain accurate service records, documenting actions taken and confirming completion with requesters. Support the reliability and quality of AV services in line with organisational priorities and service expectations. Undertake additional duties or assume responsibility for functions as directed by the Assistant Director.  Additional responsibilities during an Electoral Event  The volume of requests for advice and matters, along with the urgency to resolve matters, will increase significantly across both electoral and referendum events. There will be a requirement for work outside standard business hours during an electoral event period. Key organisational accountabilities: Adherence to the: APS Values and Code of Conduct; AEC Values and Commitments; and Ballot Paper Principles.   Maintain currency and validity of essential qualifications, which may include mandatory continuing professional development.  Complete learning and development relevant to role or classification as a required or directed, from time to time.  Be familiar with, abide by and promote all AEC work health and safety frameworks, policies and procedures, including but not limited to:   Health, Safety and Wellbeing Policy;   WHS Due Diligence Framework; Fatigue Management and Prevention Policy; and Rehabilitation management system (RMS). Abide by and promote the: Commonwealth Resource Management Framework and Procurement Framework; and AEC related frameworks, instructions, policies and procedures. Criteria The buyer has specified that each candidate must provide a one page pitch to address all criteria specified. This is equal to 5000 characters. Essential criteria 1. • Demonstrated experience providing audio visual and video conferencing support within a corporate or government environment. • Ability to troubleshoot and resolve technical issues relating to AV systems and collaboration technologies. • Strong communication and stakeholder engagement skills with a commitment to customer service. • Ability to manage competing priorities and deliver quality outcomes under pressure. • Demonstrated ability to work collaboratively in a team environment. • Current Australian Driver Licence (Class C minimum) or the ability to obtain one. 2. To be considered compliant, submissions need to be provided in 1 PDF Document including: Page 1 - a completed copy of the AEC Candidate Submission Guide provided as part of the industry brief (Emailed to the listed BuyICT contact address upon RFQ publication): • Provide information for the following items: Candidate Name, Position Title, Opportunity ID, Candidate Availability, Location, Citizenship Status, Security Clearance Level, Planned Leave (exceeding 1 week), Additional Engagements, Submitting Consultant. • Choose an item or check the box that applies to the following options: Previous AEC Employee or Contractor, Current AEC Contractor, Code of Conduct, Submission History, Authority to Represent, Submission Compliancy. • Consultant comments may be added (must be limited to the space provided). Page 2 - A one-page pitch addressing the selection criteria. This should not exceed one page. Pages 3 - 5 - A resume of no more than three pages. We will strictly adhere to the above requirements. Submissions will be deemed non-compliant if they do not meet the listed criteria, if they exceed the 5-page limit or if the rates of submitted candidates Desirable criteria 1. • Qualifications in Audio Visual Technology, Information Technology or a related discipline. • Experience supporting executive meetings, hybrid events or live streaming services. • Knowledge of Microsoft Teams Rooms, Crestron, Extron, Q-SYS or similar enterprise AV platforms. • Experience working within the Australian Public Service or other government environments. Opportunity summary Sellers can submit Up to 2 candidates Number of sellers invited More than 10 Number of candidates submitted Fewer than 10 Send us feedback About Accessibility Privacy Terms of use Disclaimer and copyright An initiative of the Digital Transformation Agency The Australian Government acknowledges the Traditional Owners of Country throughout Australia and acknowledges their continuing connection to land, waters and community. We pay our respects to the people, the cultures and the Elders past and present. © Commonwealth of Australia