IT Operations Support Officer

• Salary: $79,122 - $96,073 (Plus superannuation)
• Ongoing position
• Usual hours of work: Full time (flexibility may be available)
• Usual work location: 121 Exhibition Street, Melbourne VIC 3000 (flexibility may be available)

The Role

As an IT Operations Support Officer, you will be responsible for 1st level IT support for DJSIR IT hardware and software platforms, processing and management of Service Now request tickets, providing operational support for IT project deployment, assisting with ad hoc “walk up” requests for help and for first-level Oracle Cloud support to DJSIR users.

Key accountabilities include:

1. First-Level I.T. support and issue resolution
1. Provide timely Level 1 support for DJSIR Oracle Cloud users across Fusion applications (ERP, EPM, EDMCS) and Oracle Cloud Infrastructure (integrations, data warehouse and analytics applications) within service level agreements.
2. Provide standard functional support for Windows 11 and Microsoft 365 functions
3. Respond to user enquiries through Corporate Connect (ServiceNow), providing guidance, validating reported incidents and troubleshooting basic issues.
4. Document support interactions and escalate complex issues to Second-Level Oracle Support in accordance with Oracle Support Model procedures.
2. User training and capability development
1. Participate in the development and delivery end-user training sessions for users and provide ongoing support to improve user proficiency across the organisation.
3. Proactive system monitoring and health checks
1. Monitor cloud service processes and perform routine system health checks to identify potential issues before they impact users.
2. Maintain awareness of system alerts, scheduled maintenance windows and proactively communicate any service disruptions or planned downtime to stakeholders.
4. Process documentation and knowledge management
1. Develop and maintain comprehensive documentation on operational processes and common requests/issue resolutions.
2. Contribute to the internal knowledge base by documenting troubleshooting steps to enhance team efficiency and ensure consistent support service delivery.
3. Leverage the knowledge base to provide guidance and training to other IT Support Officers in the IT Service Desk teams.
5. Continuous improvement
1. Actively identify opportunities to enhance user experience, streamline support processes and improve system efficiency.
2. Participate in system updates and testing of new features, providing feedback on application functionality.
3. Collaborate with stakeholders to implement process improvements that reduce support tickets and increase user satisfaction.

Assembles non-standard technical systems or equipment to a specification 

Resolves local operational service delivery problems within guidelines

Initiates improvements to procedures within the work area

Assesses client needs and delivers a range of services in complex situations; Investigates and assesses actions by individuals or organisations against legislation, rules, regulations and service agreements

Initiates improvements to procedures within the work area

Resolves local operational service delivery problems within guidelines

The Team

The position IT Operations Support Officer will work within Information Technology & Workplace Services branch, which sits within Corporate Services group.

Information Technology & Workplace Services (IT&WS) oversees the delivery of ICT and Office Accommodation related investments and services to DJSIR. IT&WS engages with the organisation to ensure IT and Office Accommodation systems and services are appropriately designed, governed, and delivered. IT&WS offers a range of end-user focused systems and services to the organisation both directly and through third-party providers and provides governance and assurance for systems and services delivered by other groups and agencies.

About You

 To be successful in this role you will have the following skills and experience:

• Flexibility and Adaptability: Accepts changed priorities without undue discomfort. Responds quickly to changes. Comfortable working in collaboration with teams outside of own organisation.
• Critical Thinking and Problem Solving: If required, determines additional information needed to make informed decisions. Applies critical thinking and problem-solving concepts in the right context. 
• Digital and Technological Literacy: Guides other in operating digital and technology tools relevant to area of work. Understands the impact of internal IT landscape to daily operations.
• Customer Focus: Monitors customer satisfaction to gain critical insights; Looks for continuous improvement opportunities and ways to innovate.
• Interpersonal Skills: Sees things from another's point of view and confirms understanding; Tailors communications according to audience and/or audience preference.
• Working Collaboratively: Builds a supportive and cooperative team environment; Engages other teams to share information in order to understand or respond to issues; Supports others in challenging situations.

Further Information

For a confidential discussion, please contact Ed MacArthur, Manager, I.T Operations via email edward.macarthur@ecodev.vic.gov.au

The department is committed to creating and maintaining a child safe organisation. We have zero tolerance of child abuse and are committed to taking the necessary steps to protect children from harm by adopting a preventative, proactive and participatory approach to child safety in accordance with the Child Safe Standards.

Successful candidates will be required to undergo a National Police Records Check prior to commencing employment with the Department. For further information on the position, please refer to the attached position description.

Please note: We are accredited as a Disability Confident Recruitment (DCR) organisation and committed to inclusive recruitment. If you require an adjustment to participate in any stage of the recruitment process or have a particular requirement to be communicated with by either telephone or email only, please notify the DJSIR Recruitment Team on 0472875685, or via email at recruitment@ecodev.vic.gov.au with the position number in the subject line. For additional contact details for our team please review the attached Position Description, located under Job Attachments in the right hand menu.

How to Apply

Please click the ‘Apply Now' button. As part of the application process, you will need to provide a copy of your Resume and respond to the Key Selection Criteria as outlined in the position description.

Applications close at 23:59pm on Tuesday, 2^nd December 2025.