Support Analyst

**Support Analyst x 2 roles - Fixed Term/Full Time**

**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**

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

Key activities will include.
- 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 users.
- Logging and maintaining support requests to ensure all requests for support including incidents are dealt with according to agreed standards and procedures.
- Investigation and resolution of issues, system modifications, updating documentation and defining enhancements.
- System monitoring with real-time monitoring tools.
- Contribute to the development of system documentation, processes and knowledge base.
- Assist in system analysis and testing activities.
- Manage access to the systems.
- Produce system reports and data for stakeholders.
- Help improve business processes, reporting and monitoring.
- Some out-of-business hours support is required for critical priority support incidents and planned production activities.

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

**Desirable**:

- Relevant tertiary qualification in Information Technology.
- Experience in supporting identity management services such as Azure B2C.
- Experience in using Jira and Confluence.
- ITIL certification.

**Further Information**

Applicants requiring adjustments can contact the nominated contact person.

**Applications close** 11:59pm on 7 October 2025