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Technology Advisor

2 weeks ago

Melbourne City Centre, Australia Department of Education Full time

**Multiple Positions | VPS4 Fixed Term - Full Time until 30th June 2027|**

**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 Victorian School Building Authority**

The Victorian School Building Authority (VSBA) is part of the Department of Education. Established in 2016, it oversees Victoria's largest school building program since the state introduced free public education in the 1870s.

The VSBA upgrades and expands existing schools and plans, designs and builds new schools to meet enrolment demand. We also support schools to maintain their buildings and grounds by offering expert advice and coordinating maintenance programs and grants.

With Victoria recently introducing two years of funded kindergarten, the VSBA is also working with the early childhood sector on a massive kindergarten construction program.

**About the Division**

The Corporate Division provides corporate support to all VSBA teams and fulfills an important assurance and oversight role. They guide VSBA to achieve strategic objectives and ensure decision-making is transparent and accountable.

The division also coordinates communication and consultation with local communities about their school building projects. They develop graphic design and video content, manage our social media channels, lead organisational customer service reform, distribute our e-newsletters and organise ministerial and other events for our projects. The Division also leads the organisational customer service reform and uplift program.

**About the Role**

Reporting to the Application Support Team Leader, Business Systems, the Technology Advisor - Systems Support is the primary contact for users submitting incidents or service requests to the Business Systems Service Desk. The advisor provides initial support by analysing, troubleshooting, and resolving requests, escalating issues as needed for further attention.

Key Responsibilities:

- Monitor and resolve service desk tickets, focusing on level one support with some level two tasks.
- Provide technical assistance to VSBA staff, DE users, and external users.
- Maintain and support current technologies, including Oracle ERP, Oracle Aconex, Oracle Primavera Cloud, and SharePoint forms.
- Contribute to process improvements and manage corporate information systems for records and financial data.
- Update and maintain support knowledge base documents.
- Show respect and consideration for others' ideas and feelings.
- Seek continuous improvement opportunities and encourage innovation.
- Monitor client and stakeholder satisfaction.
- Adapt to different working styles and collaborate effectively with team members.
- Cooperate and work towards team goals, resolving conflicts constructively.
- Implement changes to improve service outcomes, quality, and timeliness.
- Take responsibility for resolving issues promptly and professionally.
- Perform other duties as assigned.

All VSBA staff have a shared responsibility to meet the same service standards outlined in the _VSBA Customer Service Charter_. Our goal is to make every interaction with the VSBA a positive one for our customers, colleagues and key partners regardless of our individual role or team.

**Attributes**
- **Service Desk Support**: Monitor and resolve service desk tickets, primarily focusing on level one support with some level two responsibilities.
- **Technical Assistance and System Maintenance**: Provide support for various technologies (Oracle ERP, Oracle Aconex, SharePoint), and maintain corporate systems for records and financial data.
- **Process Improvement and Knowledge Management**: Contribute to process improvements, update support documentation, and ensure efficient system operations.
- **Teamwork and Collaboration**: Work effectively with team members, adapt to different working styles, and foster a collaborative environment to achieve team goals.
- **Stakeholder Engagement and Accountability**: Monitor client and stakeholder satisfaction, take responsibility for resolving issues, and drive improvements in service quality and timeliness.

**Desirable**Qualifications and Experience**
- Certificate in ITIL or similar IT service management is desirable.
- Relevant tertiary qualification in Information Technology is desirable.
- Highly preferred experience with Oracle Primavera Cloud, Oracle Aconex, and/or Oracle ERP.
- Basic knowledge of scripting and programming, with experience writing SQL queries.

**Further Information**

Applicants requiring adjustments can contact the nominated contact person.

**Appl