Business Systems Support Officer

Position Description
Central Highlands Water
- Integrity _
- Teamwork _
- Leadership _
- Care_**_
- **

**Business Systems Support Officer**

**Classification **Level, Central Highlands Water Enterprise Agreement

**Team, unit **Business Systems, IT/OT Operations

**Division **ICT & Digital

**Work location **Learmonth Road, Wendouree / Hybrid

**Employment type **Up to Full-time.

Flexible options available: part-time work, purchased leave, varied start and

finish times, working from alternative locations and -day fortnights.

**Position reports to **Business Systems Team Leader

**Our Values**

Our vision: _Our Water - Our Customers - Healthy Living _

Our mission: _Together, we provide quality water and wastewater services safely, efficiently and sustainably to _
- communities in the Central Highlands Region _

Our values: _Integrity, Teamwork, Leadership and Care**Organisational Environment**

At CHW' _Safety is Everyone's Priority_. We are committed to the safety of our people, customers and the community
we serve, and we have a zero-tolerance toward harassment or violence within the workplace.

We have an inclusive workplace that embraces diversity and difference. We believe all jobs can be worked flexibly,
from varied cultural backgrounds.

We encourage employees' continuous professional development. Employees are supported in keeping abreast of
current industry best practices and are encouraged to take an active personal interest in staying informed of
professional practices, standards and latest trends.

We believe that everyone has the capability to show leadership, regardless of their formal level of authority. We
expect all team members to focus their efforts on developing and displaying the leadership behaviours defined in our
Leadership Capability Framework. We have a commitment to enhancing our leadership maturity across the whole
business, through our internal Personal Leadership Program, Learn Lead Grow (LLG), and focussing on Leading
Self, Leading People and Leading the Organisation.

**Purpose**

Under the guidance of the Business Systems Team Leader, the Business Systems Support Officer is responsible for
providing a range of services for the facilitation, implementation, development, maintenance and technical support
- Provide technical and business process support and advice and work collaboratively with internal and
- Guide and support continuous improvement relating to business systems and activities to develop and

improve business processes and workflows.
- Undertake external compliance reporting activities, and analyse and address the quality and completeness

of the client and service data extracted.

**Key Duties/Responsibilities**
- Provide technical advice and support to other teams and stakeholders in relation to CHW’s Business

Information Systems activities to the Information Services Branch.
- Monitor, manage, support and maintain a roadmap for each business system.
- Support the implementation, development and maintenance of CHW's Business Systems and related data.
- Perform business system monitoring and analysis, performance tuning, troubleshooting and escalating

issues, including proactive problem resolution and complex problem analysis as necessary to maintain
system performance to meet user demand.
- Rollout any changes to the live system in accordance with CHW’s change management procedures and in
- Act as the initial contact point between ICT and operational areas on Business Systems issues and

processes.
- Identify, document and publish knowledgebase articles addressing common issues.
- Build and maintain strong relationships with internal customers and stakeholders.
- Work closely with third party support organisations and manage the life-cycle of any associated support

contracts
- Maintain security, integrity, and privacy of CHW's business systems and infrastructure.
- Assistance in ICT audit and risk activities as required.
- Availability to work outside of regular working hours as part of a xsupport roster.
- Other duties as directed within the skills and capabilities of a position at this level.

**. Authority and Accountability**
- Responsible for the efficient and effective performance of all duties and key responsibility areas within the

role.
- Accuracy and timeliness of support and advice with the implementation, development and maintenance of

CHW's business systems, resolving all technical, implementation and maintenance problems and managing
suppliers and consultants related to development and maintenance.
- Coordination and management of external contractors or consultants who contribute to the solution outcome

or are responsible for parts of our technical environment.
- Accountable for the provision of professional and positive first point of contact service to CHW customers.
- Constructively contribute to creating and maintaining CHW's desired culture by demonstrating CHW's values

and behaviours, and being mindful and respectful.
- At al