Application Support Officer

The Application Support Officer provides support to users of Council’s core business
implementation, upgrade, troubleshooting and fault rectification.

**RELATIONSHIPS
**Reports to**:(Position Title)**: Team Leader Business & Information Solutions**

**Report to: (Position Number)**

**Staff Responsibility**:Nil

**Key Internal Relationships: Manager Business & Information Services,**
**Executive Services staff, Information**
**Technology staff, Council employees at all**
**levels**

**Key External Relationships: Suppliers and consultants, external statutory**
**agencies**

**KEY RESPONSIBILITIES
- Deliver a high-level of customer service, which is proactive, cooperative and dependable

by analysing user needs and developing relationships with customers at all levels
- Assist in the development of functional specifications to optimise ICT capability and

achieve operational objectives.
- Review and compare software options, providing recommendation within budget

constraints
- Implement change management procedures
- Database management
- Managing software implementation and upgrades, including ongoing planning, resource

coordination, testing, deployment and maintenance.
- Software customisation and configuration
- Software documentation and process documentation
- Develop software control and management procedures
- Fault isolation and rectification
- Implementation of ICT policy and procedure
- Problem solving of a highly complex and technical nature
- Work closely with and manage work assigned to Software Vendors to effectively support
- Design and deliver training packages across the organisation in the use of corporate
- Assist business units with assessment and implementation of software enhancements to

**Guiding Principles
- We act as one organisation responding to the changing needs of our LGA and community
- We are strategy led, driven by our Community Strategic Plan with clear priorities and focus
- We are service focused ' we continuously improve service provision and provide excellent

customer service
- We collaborate and work together to achieve our outcomes
- We ensure safety and well-being is at the centre of our organisation, operations and culture
- We are a financially sustainable organisation, living within our means, ensuring best value

resource allocation
These Guidelines complement the Council’s adopted Values of: Work Together; Work Safe
Home safe; Service Excellence; Value for Money; Trust and Respect; and, Supporting
Community

**Workplace Health & Safety**

Ensure compliance with WHS obligations and responsibilities as outlined in Councils policies
and procedures and under the relevant WHS legislation. These include but are not limited to:
identifying potentially unsafe situations or work practices and notifying your Supervisor or
Manager (or the Health, Safety Manager/Area Safety Representative); never performing a
task that you believe is dangerous or for which you do not have the experience, or have not
received appropriate instructions and training or where the correct equipment to carry out the
task safely is not available; always work in a safe manner and in accordance with safety
instructions, where applicable; use the work equipment supplied for the job, in accordance
with the manufacturer's instructions), and any personal protective equipment, which the
Council deems necessary and has provided; be safety aware and report any actions to your
line manager which will assist the Council to meet its legal workplace health and safety
obligations.

You have the right to cease or direct cessation of unsafe work. In addition you are required at
all times to comply with Councils Asbestos Management Plan and Policy.

**COMMUNICATION**

To work with business units and internal customers to learn and understand how the corporate
efficiency. To communicate effectively, both verbally and in writing, with a diverse group of
customers on various ICT-related matters.**
**JUDGEMENT & PROBLEM SOLVING**

The position has a high degree of independence and autonomy. The person must think
laterally and exercise expert technical problem solving skills to resolve problems of a highly
complex and technical nature. Autonomous development and selection of solutions are
required. The position monitors industry developments and determines opportunities for the
improvement of current technologies within Council.

**AUTHORITY**

The position provides authoritative advice on technological solutions whilst working
independently to meet project deadlines and agreed support service levels. The position
keeps the Manager Business & Information Services, Team Leader Business Systems & GIS
and Program Leader Information Services informed of critical issues. The position has
budgetary responsibilities associated with the purchase of equipment.

**SKILL, EXPERIENCE, QUALIFICATIONS & BEHAVIOURAL COMPETENCIES**

**ESSENTIAL
- Recognised tertiary qualifications in computing or other relevant discipline or ext