Product Support Officer

**Product Support Officer**, Ongoing, Sydney**

Do you have interest and experience offering great user service and support on Salesforce, M365, or other products in the infrastructure space?

Do you want to grow in your product management and customer engagement experience?

Come and join an exciting, growing and purpose driven organisation and IT function at INSW.

This role is a salary Grade 07/08, with the base salary for this role starting at $110,266 - $122,058 base plus superannuation, commensurate with experience.

**Join INSW and play your part in creating a sustainable infrastructure legacy for NSW**

**About the Role**

The Product Support Officer provides quality technical support and service delivery for the day-to-day operations of INSW IT products to a high level of user satisfaction.

The Product Support Officer supports the Associate Director Engagement and Product in the day to day running of IT products, including ensuring users have everything they need to succeed in their usage.

The Product Support Officer contributes to the implementation of the Product Strategy and Roadmap to meet current and future agency needs and supports the smooth operation of IT in alignment with INSW business objectives.

Some of the key accountabilities for the role include:

- Assist in the day-to-day operation of IT products, to ensure INSW staff have access to technologies which support their line of business and which they’re empowered and knowledgeable to use.
- Maintain an updated, clear and well-developed support processes, and deliver services in those areas.
- Liaise with internal and external stakeholders to provide technical support on products, systems and configurations, coordinate testing of improvements and fixes, and ensure issues and problems are resolved quickly and with minimum disruption to staff.
- Provide day-to-day oversight of any vendors participating in or accountable for staff technology or product support, and work with vendors to ensure products are properly patched.
- Provide training and onsite / remote support and troubleshooting to staff on a wide range of technology products relevant to their focus domain.

**About You**

If this sounds like you, we’d love to hear from you. For more information, please refer to the role description.

**Why work for INSW?**

Infrastructure NSW is a NSW Government agency providing independent, evidence based advice to Government in relation to infrastructure priorities and projects. Its functions and structure are set out in the Infrastructure NSW Act.

Our core functions include providing independent and strategic advice to ensure infrastructure investment decisions are underpinned by robust assessment and long-term planning; monitoring NSW’s infrastructure program through independent reviews and expert analysis; recommending infrastructure projects to the NSW Treasurer for funding from the Restart NSW fund; and managing the procurement and delivery of nominated priority projects.

We offer flexible working including hybrid options, and are committed to fostering a culture of inclusion, providing employees challenging and rewarding work, opportunities for career progression, and learning and development. We offer our employees discounted gym membership, study assistance, salary packaging, and are conveniently located near Wynyard station in Sydney's newest waterfront precinct at Barangaroo.

**Our commitment to diversity**

We endeavour to make all our roles flexible. While this role is advertised as full-time, we will consider requests to undertake the work flexibly.

**How to Apply**
- How do your skills and experiences align with the requirements of the Product Support Officer role?
- What unique value will you bring to INSW if you are successfully appointed in this position?

**Closing Date: Friday, 20 June 2025 [9.59am]