Technical Support Officer

**Job no**: 529380
**Work type**: Full Time
**Location**: Sydney, NSW
**Categories**: Information Technology
- Employment Type: Full-Time (35-hour week)
- Duration: 12 month fixed term contract until 31 December 2025
- Remuneration: Level 7 from $110k - $119k + 17% superannuation and leave loading
- Location: Kensington NSW (Hybrid Flexible Working)

**Why your role matters**

Join the Pro Vice-Chancellor Education (PVCE) Innovation Team and play a crucial role in implementing and supporting educational analytics solutions delivered by the UNSW strategic Data Insights for Student Learning and Support project. This role focuses on enhancing learning and teaching experiences through data-driven insights.

As the Educational Analytics Technical Support Officer, you will provide technical support, oversee solution testing and maintenance, deliver training, and support the rollout and adoption of these tools across the university. Collaboration with various teams and stakeholders will be essential to ensure the project's success.

Reporting to the Project Manager, Special Projects, this position offers an opportunity to make a meaningful impact on education at UNSW through innovative technology solutions.

Specific accountabilities for this role include:

- Provide technical support to end users and relevant operational support staff to ensure optimal operation, adoption and usage of the solutions implemented by the project, including monitoring, mitigating, addressing, resolving and documenting issues reported in a timely and effective manner.
- Provide training and guidance to relevant operational support staff in using the project solutions, collaborating with the Educational Technology Support team and Faculty Support Units for Learning and Teaching to ensure a co-ordinated and progressive handover of knowledge and operationalisation of the support provision by the end of the project.
- Develop, implement and review the procedures, guidelines and training materials/resources related to the implementation, operation and use of the project solutions.
- Support and contribute to all activities relating to enhancements, maintenance, support processes and services associated with the project solutions, including all necessary User Acceptance Testing (UAT) and stakeholders’ engagement activities to ensure effective communications and support, business continuity and minimum operation disruption.

**About You**:

- A relevant tertiary qualification in a relevant field or an equivalent level of knowledge and experience gained through a combination of education and training.
- Demonstrated ability to support, guide and provide consultation for educational technologies, including web-based educational and media systems and in the provision of technical help desk support.
- Demonstrated experience contributing to the design and delivering of high-quality training programs and resources to academic staff, professional staff and students, with a customer focused approach.
- High-level problem-solving skills and ability to exercise initiative and autonomy in interacting with and critically evaluating new and emerging e-learning technologies.to enhance services and processes.
- Strong service orientation and client focus together with excellent interpersonal and communication skills and the ability to build and maintain positive and professional relationships with staff at all levels and internal and external stakeholders.
- Demonstrated proficiency in mining, analysing and interpreting usage data through business analytics software such as Power BI.
- Demonstrated capacity for effective project and resource management and experience in participating/ contributing to e-learning projects and initiatives.
- Excellent organisational and time management skills, including the ability to effectively manage multiple tasks and conflicting deadlines; ability to work autonomously and contribute to the team.

For further information on the role & responsibilities, please refer to the position description.

**UNSW Benefits and Culture**: People are at the core of everything we do. We recognise it is the contributions of our staff who make UNSW one of the best universities in Australia and the world. Our benefits include:

- Flexible Working Options (work from home, flexible hours etc)
- Additional 3 days leave during December festive period.
- Career development opportunities
- Up to 50% discount on UNSW courses
- Flexible 17% Superannuation contributions, additional leave-loading payments and salary sacrifice
- Discounts and entitlements (retail, education, fitness passport)

**How to Apply**: Submit your CV & cover letter addressing the key selection criteria (no more than 2 pages) before **11.55pm Monday 6th January 2025.**
- UNSW is committed to equity diversity and inclusion. Applications from women, people of culturally and linguistically diverse backgrounds, those living with disabilities, members of the LGBTIQ+ community; and