System Support Officer

19 hours ago

Brisbane, Australia Queensland Fire and Emergency Services Full time

About us

As a department our purpose is to help the community to prevent, prepare for, respond to and recover from the impact of fire and emergency events.

Queensland Fire and Emergency Services (QFES) is the primary provider of fire, rescue and emergency management programs and services throughout Queensland. The department encompasses the Fire and Rescue Service, disaster management services, the Rural Fire Service and the State Emergency Service, and also supports other volunteer groups providing emergency response to Queenslanders.

QFES is one department with many services, many capabilities and many partners.

Purpose of role

Business Systems contributes to the development and management of technological solutions and initiatives that help solve Information and Communication Technology (ICT) and business problems and governance for ICT projects, programs and strategies. The team provides system management and oversight of the various systems used to support the QFES frontline service delivery. The team contributes to the formulation of strategy and policy solutions for ICT delivery and works closely with stakeholders and partners to ensure the provision of fit for purpose solutions. These systems include OMS, CSOS, VIMS, MuleSoft Integration, Unwanted Alarm Management Systems and eIAP.

Reporting to the Manager [Systems], you will be a key member of the team, contributing to the developing and/or enhancing common operating platforms such as event management, operational information management systems and App development. As part of the team, you will provide system administrator support through the provision of a help desk service, problem identification, resolution and reporting, and assist in the delivery of systems training, as required to support operational capability and service delivery outcomes.

Key requirements

Highly desirable requirements
- Experience in a helpdesk environment supporting end-users.

Your key accountabilities

Your part in the ongoing success of our department, in supporting frontline services will see you responsible for a variety of work, including, but not limited to:

- Provide operating support to strategic information gathering systems, including OMS and other business systems to ensure they meet business and operational requirements.
- Perform database administrative functions that establish and maintain user confidence, including helpdesk support to all levels of users, maintaining reference data and managing user access rights.
- Provide Tier 1 and Tier 2 programming problem determination with the objective of resolving system issues to ensure operational requirements are met.
- Maintain a call log for job monitoring and reporting ensuring adequate details of each case is recorded and all requests are actioned or escalated as required.
- Ensure tasks are managed in a customer-focussed manner within defined service levels, including clarifying issues, prioritising tasks, managing workflows, allocating problems and meeting deadlines.
- Undertake systems and data integrity reviews, ensuring compliance with policies and procedures, and provide feedback and reporting to the team to assist with defect resolution and system improvements.
- Participate in system, regression, integration and user acceptance testing to ensure enhancements and defect fixes have been applied.
- Build and maintain effective relationships with key internal and external stakeholders to ensure delivery of quality services.

Capabilities

To determine your suitability for the role, you will be assessed on the following Leadership Competencies for Queensland behavioural profiles that link to the "key accountabilities" for this role:
Leadership Competency Stream - Individual Contributor (leading self)

Vision
- Stimulates ideas and innovation
- Makes insightful decisions

Results
- Builds enduring relationships
- Drives accountability and outcomes

Accountability
- Fosters healthy and inclusive workplaces
- Demonstrates sound governance

Once you join us we will want you to exemplify the QFES shared values:

- Respect
- Integrity
- Courage
- Loyalty
- Trust

Applications from recruitment agencies will not be accepted.

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