About the Department

The role of the Department of Education is to support Victorians to build prosperous, socially engaged, happy and healthy lives. It does this by supporting lifelong learning and healthy development, strengthening families and helping to equip people with the skills and knowledge for a 21st century economy and society.

About the Division

An exciting opportunity exists within School Digital Services Branch, School Application Services in the Information Management and Technology Division (IMTD). IMTD provides innovative and integrated ICT Systems and information management services and support.

About the Role

We are seeking a skilled a Support Analyst to provide Level 2 technical support for Salesforce-based school digital products serving Victorian schools and internal users. Leveraging strong Salesforce expertise and exceptional customer service skills, this role investigates and resolves complex service desk incidents and requests in a timely manner, while collaborating with cross-functional teams to identify process improvements and maintain system quality across multiple digital solutions.

The Support Analyst will work with their Support Team colleagues to:

• Triage and categorise incoming service requests, assessing the impact and scale of issues to ensure appropriate prioritisation, routing, and timely resolution or escalation.
• Troubleshoot and resolve Level 2 service desk incidents and requests for Salesforce-based digital products, escalating complex issues to Level 3 platform support (developers and administrators) when required.
• Collaborate with Level 1 Service Desk, Level 3 platform support, training and support officers, business analysts, and service owners to resolve issues, share information, and contribute to process improvements.
• Maintain support artefacts including knowledge base articles, known issue lists, and incident reports, and perform repetitive maintenance processes to proactively support the ongoing operation of digital products.

This is an exciting opportunity for a motivated professional to combine service excellence, systems analysis, and technical leadership in a collaborative, high-impact environment.

Attributes

We are looking for a Support Analyst with:

Technical Competence

• Strong Salesforce platform knowledge and experience troubleshooting incidents within complex, integrated digital environments.
• Analytical mindset with the ability to diagnose technical issues, identify root causes, and document findings clearly for escalation or resolution.
• Understanding of integrated IT systems, including Student Information Systems or similar, and how they interact within a Salesforce-based environment.
• Ability to perform repetitive maintenance processes and participate in quality assurance and testing activities.

Customer Service Excellence

• Excellent communication skills with the ability to explain technical concepts clearly to non-technical users, including school staff and internal stakeholders.
• Patient and empathetic approach when supporting users across various contact methods.
• Commitment to delivering timely, professional, and courteous service in line with SLA and response time targets.

Problem-Solving and Initiative

• Systematic approach to investigating and resolving Level 2 incidents and requests, with strong attention to detail.
• Ability to triage and categorise incoming requests, assessing impact and scale to ensure appropriate prioritisation and escalation.
• Proactive attitude towards identifying process improvement opportunities and maintaining support quality.

Collaboration and Adaptability

• Strong teamwork skills with a willingness to share knowledge across Level 1, Level 2, and Level 3 support teams, as well as with business analysts and service owners.
• Flexibility to manage competing priorities and adapt to changing circumstances.
• Reliable and accountable, with a consistent focus on meeting commitments and contributing to continuous improvement.

Mandatory Qualifications and Experience

• Minimum 3 years' customer and/or application support experience in a lead or senior capacity.
• Demonstrated experience working within integrated CRM environments, ideally Salesforce.
• Accreditation for Working with Children in Children's services.

Desirable

• Experience working in an Agile delivery environment.
• Strong working knowledge of Student Information Systems (SIS) or similar platforms.

How to apply

To be considered for this position, applicants are encouraged to submit a resume and cover letter (no longer than 2 pages) addressing the responsibilities and attributes from the role statement

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 Matthew Latham-Black   Schools Training & Support Lead via +61 3 7022 0362 or matthew.latham-black@education.vic.gov.au

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.

Applications close 11:59pm on 01 May 2026.