Support Analyst

About the Department

The department provides a wide range of learning and development support and services.

The department provides policy leadership, plans for the future of education in Victoria and leads key cross-sector collaboration. The department plays an important system steward role by providing support, guidance, oversight and assurance across early childhood and school education systems, as well as directly providing school education and 50 new early learning centres.

About the Division

The Information Management and Technology Division (IMTD) guides the Departments' digital capability and is leading digital transformation for the Department including Victorian government schools. The division architects manage and support the largest technology network in Victoria, which has a user base of approximately 750,000 staff and students.

IMTD provides innovation and leadership in the transformation and management of the Department's digital capability through the implementation of solutions on the department's cloud environment (IaaS), enterprise cloud platforms (PaaS) and software (SaaS), using agile practices with a focus on user experience, security, and integration.

As a valued member of the diverse IMTD team, you will have the opportunity to be part of influencing the new way of working for the department through your strong technical skills and customer-centric approach.

This position sits in the Early Childhood Education Digital Services Branch. A minimum requirement of 3 days a week in the DE office is required, plus a valid Working with Children Check (E).

About the Role

Reporting to the ECE Senior Specialist System Operations, the Support Analyst will join the ECE System Operations team within Early Childhood Digital Services. This role plays a crucial part in supporting applications and systems within the Early Childhood Education sector.

Joining a broader team, this role will be responsible for dealing with user queries and investigations, administering user access, and providing day-to-day support across ECE applications and systems.

The role will provide support to users and stakeholders both internal and external to the Department of Education.

24 month Fixed Term contract

Key activities will include.

• Technical support – record all user support requests, whether received by phone, email, or other methods, ensuring complete information is captured in the ITSM system.
• Providing phone-based support to users of supported systems, addressing inquiries received via dedicated queues active between 9 AM and 5 PM.
• Providing consultation, trouble shooting and advisory service to system
• Logging and maintaining support requests to ensure all requests for support including incidents are dealt with according to agreed standards and
• Investigation and resolution of issues, system modifications, updating documentation and defining
• System monitoring with real-time monitoring
• Contribute to the development of system documentation, processes and knowledge
• Assist in system analysis and testing
• Manage access to the
• Produce system reports and data for
• Help improve business processes, reporting and
• Some out-of-business hours support is required for critical priority support incidents and planned production activities.

Attributes

You have experience in providing application support and dealing with system end users.

• Experience in end-user support via the Helpdesk or Support team.
• Experience with debugging, triaging and
• Experience with SQL database
• IT Service Management experience and ITSM tools (ServiceNow).
• Cloud Web Applications (Azure), and data platforms (SQL).

Desirable Qualifications and Experience

Essential:

• Experience in end-user support via Helpdesk or Support team.
• Experience with debugging, triaging, and
• Experience with SQL database
• IT Service Management experience and ITSM tools (ServiceNow).
• IIS Web Applications (Azure), and data platforms (SQL).

Desirable:

• Relevant tertiary qualification in Information
• Experience in supporting identity management services such as Azure
• Experience in using Jira and
• ITIL

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 John Rodriguez - Senior Manager System Operations via **************@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 8th September 2026