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

The purpose of this role is to lead, manage, and develop the Student Insight Support Team. The Support Lead will:

• Have a strong understanding of integrated IT systems within the Schools Systems environment.
• Develop and maintain knowledge of client business processes, actively contributing to the improvement of these processes through input on the development, modification, and maintenance of systems.
• Analyse technical processes to identify opportunities for improvement and design enhancements.
• Provide quality support services through various contact methods and tasks.
• Ensure the delivery of effective, efficient, and compliant support services in a timely and consistent manner.
• Maintain a strong customer focus and engage with all customers and functions at all times.
• Foster team collaboration and individual accountability in delivering support services.
• Investigate and resolve complex technical and application incidents and requests, reporting findings and improvement opportunities.
• Compile and report statistical information and operational reports to management.
• Triage incidents or tickets and assign them to the appropriate stakeholders.
• Deliver an excellent level of customer service by providing appropriate support responses and maintaining friendly communication.
• Contribute to software quality assurance and testing activities to ensure the delivery of high-quality systems to clients.
• Assist in business requirements analysis and preparation.
• Conduct data analysis to inform decision-making activities.
• Demonstrate effective stakeholder engagement skills and experience.

Attributes

We are looking for a Support Lead with:

• Well-developed conceptual and analytical skills and the proven use of initiative in solving problems, including knowledge and experience in defining, implementing and enhancing business process.
• Analyses issues from different perspectives and draws sound inferences from information available.
• Communicates orally in a manner which is clear, fluent and holds the audience's attention.
• Highly developed written and oral communication skills including the ability to liaise with a diverse range of internal and external personnel and stakeholders and proven ability to plan and organise work and produce high quality results.
• In addition, a tertiary qualification or an industry accreditation in a related field and experience within a government environment would be advantageous.

Desirable Qualifications and Experience

• Essential: Minimum 3 years Customer and/or Application Support related experience
• Essential: Proven ability to develop and mentor teams by fostering a positive, collaborative environment, setting clear goals, and delivering tailored training to drive performance and growth.
• Essential: Ability to work in a high technology environment (particularly Salesforce, Microsoft Office Suite, database systems and data management processes).
• Essential: Accreditation with Working with Children in Children's services
• Desirable: Demonstrated experience working in an Agile environment.
• Desirable: Strong working and practical knowledge of Student Information Systems (SIS) or similar

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 Mike Pursell – Lead Schools Training & Support via +61 3 7022 0677or mike.pursell@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 28 April 2025