Reporting to the Manager – Business Systems, the Technology Officer – Systems Support is the primary point of contact for users submitting incidents or service requests to the Business Systems Service Desk. The role provides initial support by analysing, troubleshooting and resolving requests and escalates issues where further investigation or specialist support is required.
About the Department
The department provides a wide range of learning and development support and services.
The department provides policy leadership, plans for the future of education in Victoria and leads key cross-sector collaboration. The department plays an important system steward role by providing support, guidance, oversight and assurance across early childhood and school education systems, as well as directly providing school education and 50 new early learning centres.
About the Victorian School Building Authority
The Victorian School Building Authority (VSBA) is part of the Department of Education. Established in 2016, it oversees Victoria's largest school building program since the state introduced free public education in the 1870s.
The VSBA upgrades and expands existing schools and plans, designs and builds new schools to meet enrolment demand. We also support schools to maintain their buildings and grounds by offering expert advice and coordinating maintenance programs and grants.
With Victoria recently introducing two years of funded kindergarten, the VSBA is also working with the early childhood sector on a massive kindergarten construction program.
About the Division
The Corporate Division provides corporate support to all VSBA teams and fulfills an important assurance and oversight role. They guide VSBA to achieve strategic objectives and ensure decision-making is transparent and accountable.
The division also coordinates communication and consultation with local communities about their school building projects. They develop graphic design and video content, manage our social media channels, lead organisational customer service reform, distribute our e-newsletters and organise ministerial and other events for our projects. The Division also leads the organisational customer service reform and uplift program.
About the Role
Reporting to the Manager – Business Systems, the Technology Officer – Systems Support is the primary point of contact for users submitting incidents or service requests to the Business Systems Service Desk. The role provides initial support by analysing, troubleshooting and resolving requests and escalates issues where further investigation or specialist support is required.
Key Responsibilities:
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Acting as the primary point of contact for users submitting incidents and service requests through the Business Systems Service Desk.
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Providing first-level support by analysing, troubleshooting, and resolving incidents and service requests in a timely manner.
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Escalating complex issues to second-level support or relevant technical teams when required.
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Monitoring, managing, and resolving service desk tickets, with a primary focus on Level 1 support and exposure to Level 2 support activities.
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Delivering technical support to VSBA staff, Department of Education users and external stakeholders using supported systems.
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Providing application support for key enterprise systems including Oracle Primavera Cloud, Oracle Aconex, Oracle ERP and SharePoint.
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Supporting system administration tasks and related configurations across supported platforms.
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Maintaining and enhancing knowledge base articles and support documentation to improve service efficiency.
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Contributing to continuous improvement initiatives and identifying opportunities to enhance business systems and service delivery.
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Supporting corporate information systems to ensure effective records management and financial data integrity.
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Collaborating effectively with team members and stakeholders to achieve shared service outcomes.
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Demonstrating strong communication skills, professiona lism and customer-focused service delivery.
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Monitoring client and stakeholder satisfaction and responding proactively to feedback.
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Working cooperatively within the team, showing respect, accountability and a commitment to shared goals.
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Undertaking other duties as required to support the objectives of the Business Systems team.
All VSBA staff have a shared responsibility to meet the same service standards outlined in the VSBA Customer Service Charter. Our goal is to make every interaction with the VSBA a positive one for our customers, colleagues and key partners regardless of our individual role or team.
Attributes
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Service Desk Support: Monitor and resolve service desk tickets, focusing on Level 1 support with some Level 2 responsibilities.
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Technical Support: Provide assistance for Oracle ERP, Oracle Aconex, Oracle Primavera Cloud, and SharePoint, and support corporate systems.
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Process Improvement & Knowledge: Contribute to improvements and maintain support documentation and knowledge base articles.
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Team Collaboration: Work effectively with team members, share knowledge, and support a collaborative environment.
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Stakeholder Focus & Accountability: Monitor satisfaction, take ownership of issues, and ensure timely resolution and service quality.
Desirable Qualifications and Experience
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Certificate in ITIL or similar IT service management is desirable.
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Relevant tertiary qualification in Information Technology is desirable.
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Highly preferred experience with Oracle Primavera Cloud, Oracle Aconex and/or Oracle ERP
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Exposure to SQL Server and basic query writing.
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Experience in working with complex business processes across large Tier 1 applications
Further Information
For more details regarding this position please see attached position description for the capabilities to address in application.
The department values diversity and inclusion in all forms - gender, religion, ethnicity, LGBTIQ+, disability and neurodiversity. Aboriginal and Torres Strait Islander candidates are strongly encouraged to apply. For more information about our work, working for the Department, diversity and inclusion, and our employment conditions visit the Department website and our Diversity and Inclusion page
Applicants requiring adjustments can contact the nominated contact person.
Information about the Department of Education's operations and employment conditions can be located at www.education.vic.gov.au.
For further information pertaining to the role, please contact
Hiring Contact Name – Manager – Business Systems Unit via [email protected].
Preferred applicants may be required to complete a police check and may be subject to other pre-employment checks. Information provided to the Department of Education will be treated in the strictest confidence.
Please let us know via phone or email if you require any adjustments to ensure your full participation in the recruitment process or if you need the ad or any attachments in an accessible format (e.g large print) due to any viewing difficulties or other accessibility requirements.
How to Apply
Applicants are required to submit a CV and a cover letter summarising their skills and experience.
Applications close 11:59pm on Tuesday, 30th June.
