Make an impact at the University of Wollongong (UOW) — a purpose driven institution ranked in the top 1% of universities globally.
About the Role
The Service Systems & Innovation Officer plays a critical role in ensuring the systems and data that support frontline student services are reliable, accessible and fit for purpose. Working within the Student Frontline Service team, you will support the operation of customer relationship management (CRM) systems, enquiry management platforms and other digital service tools, while providing reporting and insights that drive service excellence and continuous improvement. This role is ideal for someone who enjoys working with data, systems and process improvement and takes pride in maintaining high standards of accuracy and service quality.
Key responsibilities:
- Build, maintain and enhance dashboards and reporting that provide meaningful insights into student service performance and operational outcomes.
- Ensure the integrity, accuracy and governance of service data across multiple systems and platforms.
- Provide day-to-day support for service systems, including user access management, workflow maintenance, troubleshooting and testing of system enhancements.
- Contribute to continuous improvement initiatives through data analysis, operational insights and support for service and process changes.
About the Team
The Student Frontline Service team supports students across multiple campuses, channels and stages of the student lifecycle. The Service Systems & Innovation team provides the intelligence; systems support and continuous improvement capability that enables effective frontline service delivery. Working closely with Student Services colleagues, IMTS, and other university stakeholders, the team ensures the systems and information underpinning student support services remain consistent, reliable and student focused.
What You’ll Bring
- Experience in a data, reporting, systems support or administrative role within a complex organisation.
- Strong analytical skills and attention to detail, with experience using reporting and dashboard tools such as Power BI, Excel or similar platforms.
- Experience working with CRM systems, service management platforms or other digital service tools.
- Strong communication skills with the ability to present data and technical information in a clear and accessible way.
- Demonstrated ability to manage competing priorities while maintaining high standards of accuracy, compliance and service delivery.
Why Join UOW
- Competitive salary package including 17% superannuation.
- Generous leave entitlements including additional concession days over the Christmas–New Year period.
- Purchased leave options to provide greater flexibility throughout the year.
- Ongoing professional development and clear career progression opportunities.
Role Details
- Employment type: Permanent/Continuing | Full-time position
- Level 5 | Salary range between $85,682 - $96,898 plus 17% superannuation commensurate with skills and capability.
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- Location: Wollongong Campus
- This position is not suitable for remote work in accordance with the UOW Remote Working Guidelines.
- Valid Australian work rights required. Visa sponsorship is not available
How to Apply
To apply for this position, you are requested to submit a resume, and cover letter (no more than 3 pages) summarising your skills and experience as they relate to the selection criteria located in the position description.
For further information about this opportunity, please contact Chris Brown, Manager, Service Systems & Innovation via email [email protected]
Closing Date: Sunday 26 July 2026, 11:55pm
Equity, Diversity & Inclusion
The University of Wollongong is committed to fostering an inclusive and equitable workplace where diversity is valued, respected and celebrated. We strive to create a workplace that reflects the communities we serve, removes barriers to participation, and provides equitable opportunities for staff to reach their full potential. We strongly encourage applications from Aboriginal and Torres Strait Islander peoples, people of all gender identities and sexual orientations, people from culturally and linguistically diverse backgrounds, people with disability, and those with caring or family responsibilities.
As required by federal legislation, prospective employees are required to declare whether they have been investigated for an allegation of Gender based Violence or determined to have engaged in conduct that constitutes Gender based Violence, during their previous employment, or otherwise in a legal process. Any such declaration will be included in the University’s employment screening processes and will be treated with the strictest confidence and in compliance with all privacy legislation.
