Application Support Officer

Position Title**:Application Support Officer**
Position Reports to**:General Manager, Vocational (International)**

**Who we are**:
We are a group of colleges that offer more than 150 qualifications across campuses in Australia. We offer ELICOS, vocational and higher education courses to international and domestic students.

We are currently seeking an Application Support Officer to provide day-to-day technical support to students and staff. This role is responsible for developing, administering, supporting, and providing training on the colleges’ Student Management System (Paradigm & RTO Manager) and Learning Management Systems (Moodle & Open Learning).

**Position Summary**
The Application Support Officer provides technical support to students and staff while managing and enhancing Student Management Systems (SMS) and Learning Management Systems (LMS).

**Key Responsibilities**
- Provide day-to-day technical support on SMS and LMS to students and staff.
- Identify, investigate, and analyse business processes, procedures, and work practices to enhance the operational efficiency of SMS and LMS.
- Provide IT-related support of systems, especially SMS and LMS, across multiple colleges under the Academies Australasia Group.
- Work closely with teams to prepare and document business requirements for enhancements of SMS and LMS.
- Assist in overseeing the implementation and configuration of system updates and improvements in SMS and LMS.
- Test new system features and functions of SMS and LMS to ensure they align with business requirements.
- Serve as a contact between the business and system vendors, ensuring effective communication and issue resolution.
- Conduct data processing, analysis, visualization, and reporting to support various areas of operations.
- Develop and maintain user manuals, training materials, and process documentation.
- Deliver training sessions to staff on SMS and LMS and business processes.

**Essential Criteria**
- A Bachelor degree or higher in an Information Technology field OR equivalent relevant experience (minimum 5 years) in an IT Business and Systems Analysis related role.
- Experience (minimum 2 years) in technical support, including troubleshooting IT-related issues, system configuration, and implementing updates for Paradigm EMS and/or RTO Manager SMS and Moodle LMS - customised for international providers, including English, High School, Vocational, and Higher Education institutions.
- Minimum 2 years of experience with Moodle Architecture and APIs, along with a strong understanding of Microsoft Windows, MS Office, and other relevant operating systems and network software.
- Experience in business process analysis, data processing, visualisation, and reporting to support operational efficiency and decision-making.
- Experience using the Provider Registration and International Student Management System (PRISMS).
- Excellent communication skills, with the ability to develop user documentation, deliver training sessions, and liaise with system vendors.

**Desirable Criteria**
- A strong passion for customer service and a self-motivated attitude.
- Excellent written and verbal communication skills, with the ability to maintain creativity and quality in work.
- Flexibility to adapt to changing priorities and work assignments.
- Exceptional organisational skills with the ability to meet project deadlines, manage multiple projects efficiently, and communicate any workflow obstacles.
- Proactive with the ability to take ownership of responsibilities and work with mínimal supervision.
- Positive and cooperative attitude that aligns with the College’s mission and values.
- Experience in effectively engaging with diverse cultural backgrounds, particularly in an environment with international students.
- Experience in Education Services for Overseas Students (ESOS) Act, with a strong understanding of its requirements and best practices for supporting international students in an educational setting.
- Experience in timetabling for SMS.
- Experience in generating course progress related reports and in generating student attendance reports to ensure active engagement and adherence to academic requirements.
- Experience in AVETMISS reporting, ensuring the accurate submission of data to the NCVER portal in accordance with the National VET Data Policy.
- Proficiency in a second or third language would be advantageous

**Job Type**: Full-time

**Annual salary**: $76,515.00 plus superannuation

Pay: $76,515.00 per year

Work Location: In person