Support Analyst

2 weeks ago

Canberra, Australia Australian Government - Department of Education Full time

APS Level 4
- Canberra, ACT
- $75,996 - $81,274

**About the Department of Education**
We contribute to Australia's economic prosperity and social wellbeing by creating opportunities and driving better outcomes through access to quality education and learning.

**The Role**
The Support Analyst supports Department of Education staff to access the Child Care Subsidy System (CCSS), an IT system which supports delivery of the Child Care Subsidy (CCS). The Support Analyst also triages, resolves or refers for further action as required, issues escalated to the Business Engagement and Support Team (BEST) from the CCS Helpdesk and other internal teams who provide support directly to child care providers. Working in BEST, you will contribute to the delivery of government child care policy and assist in managing the CCSS and related IT Business by working closely with the CCS Helpdesk and other internal and external stakeholders.

**Duties and Responsibilities**
Responsibilities of the APS Level 4 Support Analyst may include:

- Appropriately investigating, referring and/or escalating incidents impacting IT system functionality.
- Analysis and interpretation of data to identify key issues and themes, including system issues.
- Developing and maintaining relationships with key internal and external stakeholders, including facilitating communication about incidents and issues until they are resolved.
- Contributing to the development and maintenance of SharePoint resources to assist CCSS users.

**Qualifications and Education**
- Understanding of the Family Assistance Law or ability to quickly acquire this knowledge.
- Experience using Microsoft IT products including Sharepoint, Teams and the Office suite of products.

**How to Apply**
- Provide a summary (**no more than 1000 words**) that outlines your skills, knowledge, and experience and why you should be considered for this vacancy. You should take into consideration the position overview (including any detailed position specific requirements) when drafting your response. Where possible include specific relevant examples of your work.
- Upload your Resume
- Provide contact details for 2 Referees.

**Eligibility**

**Citizenship** - to be eligible for employment with the Department, you must be an Australian Citizen or, in limited circumstances, in the process of obtaining it.

Please refer to the
**Job Information Pack** for more information about the role.

Job Information Pack Opens in new window

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