About Us
The Department of Government Services (DGS) was established on 1 January 2023 to improve everyone’s experience of doing business and interacting with the Victorian government. We bring important day-to-day services together in one department to make things easy and seamless for Victorians and businesses. We are doing this by connecting and digitising our systems and platforms across state and local government as well as streamlining our corporate and procurement services.
You can find out more about our Ministers, leadership and entities here: Department of Government Services.
About the Group
The Operations Group delivers frontline customer services to Victorians and the public service. It maintains the foundational digital infrastructure and platforms that support efficient, secure and reliable service delivery. The group uses industry-leading delivery principles for shared services and supports the development of sustainable and efficient whole-of-Victorian Government (WOVG) shared services.
About the Role
The Oracle Support Analyst acts as the primary point of contact for Oracle Cloud support, executing frontline triage, accurate categorization, and routing of incoming tickets in line with ITIL practices. The role performs routine user access provisioning, role updates, and repeatable administrative tasks following standard procedures. Additionally, the Officer monitors ticket queues to ensure timely escalations and maintains Knowledge Base Articles (KBAs) to drive continuous service desk efficiency.
This is an exciting 12-month maternity leave backfill position opportunity to join the Digital Platforms division in the Department of Government Services. This role provides critical support for Oracle systems like State Resource Information Management System (SRIMS) and FinCloud focusing on user access management, ticket triaging, and helpdesk services. You will maintain security integrity through precise lifecycle management in ServiceNow or Jira while supporting in optimizing system processes and documentation.
Key Accountabilities
- Perform initial triage of incoming Incidents and Service Requests related to Oracle Cloud applications, ensuring accurate categorisation, prioritisation, and routing in line with established service management procedures.
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Update and maintain Incident and Service Request tickets in a timely and accurate manner, ensuring all records are complete and reflect current status in accordance with ITIL practices.
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Execute routine access management and administrative support activities, including user access provisioning, de-provisioning, and role updates within Oracle Cloud and associated identity services, following defined processes and controls.
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Perform repeatable operational support tasks in accordance with standard operating procedures, supporting basic system maintenance activities and Request fulfilment.
About You
We are seeking applicants who have demonstrated experience from the following criteria:
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Well-developed written and verbal communication skills, with the ability to clearly document Incidents and Service Requests and communicate effectively with end users and team members.
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Demonstrated ability to follow structured processes and apply logical thinking, particularly in the triage, categorisation, and prioritisation of Incidents and Requests.
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Proven customer service skills, with the ability to respond to user queries in a professional and timely manner, ensuring a positive service experience.
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Experience using ServiceNow or a similar IT Service Management (ITSM) tool, including logging, updating, and tracking Incidents and Service Requests.
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Demonstrated ability to troubleshoot and resolve routine issues, with the ability to escalate more complex Incidents appropriately in line with defined processes.
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Experience supporting access management activities, including user provisioning, de-provisioning, or managing user access requests in line with established procedures (desirable).
Technical expertise
- Oracle Cloud Ecosystem Proficiency: Basic understanding of core Oracle Cloud modules and PaaS components, specifically:
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ERP Financials
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Planning & Budget Cloud Service (PBCS)
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Oracle Integration Cloud (OIC) for understanding integration/interface failures
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Oracle Analytics (OACS/OTBI) and Identity Cloud Service (IDCS)
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ITIL Process Mastery: Deep operational knowledge of the ITIL framework, specifically inside an enterprise application environment, with a proven track record in Incident, Problem, and Change Management.
This role is a 12 months fixed term position. This position is only open to applicants with relevant rights to work in Australia.
For more information, please see the Position Description
How to apply
Apply before the advertised closing date 11:59pm on Monday, 06 July 2026. All applications should include:
- a resume; and
- a cover letter which addresses the key selection criteria (within three pages).
Other relevant information
To be eligible for appointment to this role, applicants will possess corresponding work rights for the advertised employment period. Appointment to an ongoing role is only available to an Australian/New Zealand citizen or an Australian Permanent Resident. Preferred applicants will be required to undertake pre-employment screening. DGS actively promotes diversity, inclusion and an equal opportunity workplace. We welcome applicants from all diverse backgrounds, including people with disabilities and Aboriginal and Torres Strait Islander peoples. All roles at DGS can be worked flexibly, however it may differ from role to role.
