ITS Works Monitoring Officer

We are excited to launch new roles in our Transport division to support our two new long-term Intelligent Transport Systems (ITS) maintenance contracts awarded by the Victorian Department of Transport and Planning.

The Victoria West ITS Maintenance Contract will see our teams maintain more than 4,500 ITS assets across 27 Local Government Areas, covering around a third of metropolitan Melbourne and extending west to the South Australian border. We also have the Motorway Communications Network Contract, which connects more than 2,000 roadside devices including lane use management signs, variable speed limit signs, freeway ramp signals, CCTV and sensor technologies, while also connecting private road operators with Victoria’s transport control system.

About the role

As the ITS Works Monitoring Officer, you will monitor the road network and contract assets, receives and triages faults and incidents, and coordinates an appropriate operational response. The role applies judgement to classify and prioritise events, supports safe and reliable network operations, and maintains complete and accurate records that form part of the contract performance and audit evidence.

The role operates within a 24/7 control room environment and works closely with Service Stream business units, the Department of Transport and Planning (DTP), including the Transport Operations Centre (TOC), delivery partners and emergency response stakeholders.

Key responsibilities include:

• Monitor network conditions, incoming notifications, alarms, calls and available CCTV or system feeds in accordance with approved procedures.
• Triage, classify and prioritise faults, incidents and hazards by considering safety, network impact, service risk, contractual response requirements and available information.
• Escalate critical, ambiguous or deteriorating events promptly and apply the relevant incident, emergency and jeopardy management protocols.
• Initiate and coordinate the appropriate response, including dispatching or notifying internal teams, maintainers, subcontractors and other nominated resources.
• Maintain situational awareness and ownership of faults and incidents through to handover, resolution or formal closure.
• Liaise with provide timely and accurate updates to DTP, including the TOC, and other authorised stakeholders.
• Monitor and support faults affecting traffic signals and the range of intelligent transport system devices and other assets identified in the current VIMC contract asset schedule.
• Apply approved operating procedures and asset-specific response requirements, recognising that the contract asset schedule may change over time.
• Create clear, concurrent, and complete fault and incident records, including the information received, triage decision, classification, priority, actions, communications, timestamps, escalation and outcome.
• Maintain records as formal evidence of contract performance and compliance, suitable for client review, assurance activities and audit.
• Complete shift logs, handovers and required operational reports, and identify incomplete, inconsistent or overdue records for correction or escalation.
• Present fit for work, comply with fatigue management requirements, use rostered breaks and raise fatigue concerns or fitness-for-work issues promptly.
• Complete effective shift handovers so that operational risks, active events and required follow-up are understood by the incoming operator.

About you

Our ideal candidate will have experience in a control room, network operations, incident coordination, transport, utilities, telecommunications, logistics or another time-critical operational environment is desirable.

You may also have:

• Experience managing competing priorities, coordinating responses and maintaining accurate operational records is desirable.
• Exposure to road networks, traffic operations or intelligent transport systems is advantageous.
• High attention to detail and the ability to produce accurate, defensible and auditable records.
• Clear written and verbal communication, including during serious incidents and under time pressure.
• Ability to learn and confidently use control room, fault management, communications, CCTV, Microsoft 365 systems, SCATS, STREAMS, JAMS, NMS, Security Centre and RAI.
• Ability to work independently within delegated authority, follow procedures, escalate appropriately and maintain effective handovers.
• Ability to work safely, complete effective shift handovers, and apply fatigue management requirements on a rotating 24/7 shift roster.
• Relevant transport, operations, customer service, emergency management, technology or civil infrastructure qualifications are desirable but not essential where equivalent capability can be demonstrated.

About us

Service Stream is an equal opportunity ASX-listed business that develops and operates Australia's essential services networks across telecommunications, utilities, transport, defence, and social infrastructure industries - we keep communities connected.

Your next role comes with:

• Career development – we offer growth opportunities and support internal mobility. You will also have access to skill enhancement through our online learning system.
• Access - discounts for hundreds of businesses such as Woolworths, Air BNB, The Iconic, JB HI-FI, Dan Murphys, Bupa Health Care, and Specsavers. We also offer access to novated leasing and a share matching program.
• Paid leave - parental, cultural, community service, defence, study, corporate volunteering and purchased leave available.
• Culture – we are dedicated to fostering a workplace environment that values safety, diversity and inclusion, and meaningful recognition.

How to apply

Please submit your interest with the apply button where you will be directed to create a profile and apply via our system Workday. Applications may be reviewed as received, so please don’t hesitate to apply!

We celebrate diversity at Service Stream and welcome applications from people who identify as Aboriginal and/or Torres Strait Islander, people with a disability or neurodivergence, and those from LGBTIQA+, Veteran or other diverse groups. If you require any reasonable adjustments to the recruitment process, please email [email protected].