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Operations Support Officer
3 months ago
Location: Melbourne | CBD
Job type: Full time / 30/06/2025
Organisation: Department of Justice and Community Safety
**Salary**: $91,418 - $103,725
Occupation: IT and Telecommunications
Reference: VG/D00258
At the Department of Justice and Community Safety, we’re looking for people who want to make a difference. People who take pride in their work. People who get things done. People who are committed to making Victoria a safer place.
We embrace diversity and strive to have a workforce that reflects the community we serve. We’re all about recruiting the best people, regardless of gender, age, disability, religion, sexual orientation or cultural background. If you think you can do the job and would be a good fit for our department, we’d love to hear from you.
The department is committed to the safety and wellbeing of children and recognises that children’s rights need to be respected, their views welcomed and valued, and their concerns taken seriously and acted upon.
For more information on working with us and our recruitment process, please visit justice.vic.gov.au/careers
We’re proud of the important work we do across Victoria. Want to be part of it
- **Operations Support Officer role**:
- **Fixed term opportunity to work with a high-performing and passionate team until 30/06/2025.**
- **Attractive VPS 4 salary between $** **91,418 - $** **103,725 + superannuation**
**What does the business unit do?**
The Department of Justice and Community Safety (the department) delivers a justice and community safety system that works to build a safer, fairer and stronger Victoria.
Data, Digital and Insights (DDI) focuses on meeting the departments data and digital needs by providing responsive and sustainable services focused on supporting departmental outcomes. The specialist group these roles sit within is Technology Solutions.
Technology Solutions explores and employs modern technology to enable the department's business to function via the use of modern, appropriate platforms, products and services.
This role will work exclusively within the Fines & Enforcement Services (FES) business unit providing first level support for the Fines system, all ancillary technologies and new platforms transitioned from delivery to operations.
**What will the role do?**
The Operations Support Officer is responsible for the following:
- Providing strong analytical capability to troubleshoot and problem solve system issues and maintain operational procedures and documentation.
- Managing exceptions to business-as-usual processes, for example resulting from data issues between different systems, or file transfer problems
- Undertaking investigations relating to process exceptions using a variety of business systems including VicRoads DLS, ASIC and the VIEW fines system
- Logging incidents, service requests and problems, assign them to appropriate team(s), and follow up on their progress to resolution with those teams
- Analyse, triage and resolve incidents and service requests using ITIL compliant processes
- Providing updates on incident and service request activities to customers and other stakeholders
- Contributing to the documentation and improvement of business support processes
- Identify and log possible change requests based on problem management principles
**What skills should a Operations Support Officer have?**
- A strong ability to adapt to new technologies and business processes, including the integration and knowledge of business processes with respect existing technology platforms
- Experience in using a service management system (preferably ServiceNow)
- Sound spreadsheet and word processing skills
- Highly developed customer service skills
- Strong problem-solving skills
- Demonstrated ability to work collaboratively with a range of stakeholders
- Experience in operations or administration within a Government Department
To learn more about the type of skills you will need to thrive in this role, please read the position description.
**What's in it for you?**
You will be working for the Department of Justice and Community Safety, which is one arm of the Victorian State Government, a recognised top employer of choice nationally. All our staff work to the vision of a safe, just, innovative and thriving Victoria.
There are many advantages in working for the department, including:
- **A fair salary**- enjoy great work conditions and salary sacrificing options.
- **Transparent performance framework**- approach your work with confidence in how you're tracking, working to professional development plans agreed on by you and your manager.
- **Generous leave entitlements**- provisions for many forms of leave; including personal, parental, carers, study, cultural, compassionate, and sick leave.
- **Employee Assistance Program support** - you are encouraged to use this short-term, confidential counselling service if you're experiencing emotional stress, relationship problems, conflict with others o
