Jobs and Careers

Systems Support Officer

• Provide expert assistance with system, process and reporting queries and issues
• Provide user support, training and system administration functions
• Ongoing, full-time role based in Hobart, Launceston or Burnie

About the opportunity

We are seeking to appoint a Systems Support Officer within Student Systems, in the Division of Student Services and Operations. The Student Systems team is responsible for the management of the University’s core student information systems in support of the student lifecycle. The team provides user support, training and system administration functions, as well as reporting, development and continuous improvement capability across all academic administrative functions within the University.

As a member of the Student Systems team, the Student Systems Officer is responsible for delivering front-line student systems support to staff utilising appropriate support processes, incident and issue tracking, change management, and escalation/resolution procedures. The incumbent is expected to maintain a high-level knowledge of student systems and business processes to best assist staff with their queries (preferably on a first call resolution basis).

What you’ll do:

• Provide expert assistance with system, process and reporting queries and issues. Action requests requiring a higher level of access or authority, ensuring that queries are captured, resolved
• Develop and maintain high level knowledge of student systems and business processes from both a functional and technical perspective and assist in ensuring these are appropriately documented
• Develop, maintain, and deliver basic and intermediate training and/or training materials for student systems, including online, one-on-one, and classroom style training sessions, documentation, and FAQs. 
• Process user access requests and match to the available system roles and user authorisations, ensuring that the appropriate authorisation is obtained. Configure, revoke, and audit access in accordance with staff movements.
• Responsible for performing system upgrades and data refreshes, and coordinate rollovers in collaboration with internal and external teams as required.
• Engage and consult with a broad range of stakeholders across the university who utilise student systems to identify issues, advise of system outages or issues, and to seek feedback. Provide support to staff to troubleshoot system issues and/or recommend alternative approaches where issues have been encountered.
• In accordance with change management processes, assist with testing and implementation of changes to student systems, including changes arising from software upgrades or business improvement processes.
• Participate in projects and continuous improvement activities and provide advice and suggest resolutions in relation to identified functional issues, ensuring delivery of timely and accurate reporting on the status of issues, risks, and timelines.

What we’re looking for:

• High level of proficiency in information technology, including intermediate experience with Microsoft Office applications and Windows operating systems.
• Demonstrated strong client service orientation and commitment to the provision of high-quality user support services including problem/conflict resolution skills, being able to multitask,
• Demonstrated strong analytical skills, including the ability to interpret client issues or requirements, investigate issues, document scenarios, test fixes and communicate with the full range of technical and non-technical staff
• Demonstrated ability to design, develop, maintain, and deliver training for end users in basic and intermediate student system functions, via one-on-one and small group sessions online and in-person.
• Strong written communication skills, including the ability to produce and maintain a range of documentation including training materials, self-help guides, responses to user enquiries, support procedures, and incident advisories and reports.
• High level verbal communication skills, including the ability to communicate with non-technical users over the phone, in person, and in small groups.

Salary details

Appointment to this role will be at HEO 6 and will have a total remuneration package of up to $113,029 comprising base salary within the range of $89,091 to $96,606 plus 17% superannuation.

How to Apply

• This vacancy is being advertised internally only in the first instance to current staff.
• In submitting your application, you acknowledge you have/intend to discuss your interest in this vacancy with your current manager and understand they may need to be contacted confidentially by the hiring manager as part of the assessment of your application.
• To apply online, please provide your CV and 1-2-page cover letter outlining your interest in the role, skills, capabilities and experience.  You do not need to separately address the success criteria.
• For further information about this position, please contact Dannielle Green, Systems Support Manager, dannielle.green@utas.edu.au  or 03 6226 1594.
• Please visit https://www.utas.edu.au/jobs/applying for our guide to applying and details on the recruitment process.
• Please refer to the attached Position Description Below for full details.

 Position Description - 500991 - Systems Support Officer.pdf

Applications close Sunday, 27 April 2025, 11.55pm

To be eligible for this position, you are required to have Australian or New Zealand citizenship, permanent residency or a current valid visa that allows you to fulfil the requirements of this role.