Job Opportunity: Systems Support Analyst
We are seeking a skilled Systems Support Analyst to join our team. As a key member of our IT department, you will play a crucial role in delivering reliable IT services and supporting biosecurity-related systems within the Queensland environment.
Your primary responsibilities will include:
* Service Request Management: Receive, log, and manage service requests and incidents across various bespoke applications, inclusive of mobile devices and hardware, ensuring timely and effective information sharing and resolution.
* Troubleshooting and Collaboration: Collaborate with internal teams and external vendors to troubleshoot issues, implement changes, and maintain optimal system functionality.
* Enterprise System Monitoring: Monitor and analyze enterprise system and hardware trends, identifying recurring issues and recommend improvements based on data-driven insights.
* Support Standards Development: Contribute to the development and application of support standards to track, escalate, and resolve issues effectively, including coordination with subject matter experts when necessary.
* User Acceptance Testing: Support the integrity and reliability of service delivery systems for the National Fire Ant Eradication Program by conducting User Acceptance Testing (UAT) on technology updates or scheduled releases.
* Database Accuracy: Ensure database accuracy through regular investigation, validation, and cleansing of data records.
* Process Refinement: Assist in refining internal processes and documentation by contributing to the enhancement of procedures, UAT protocols, and general administrative operations.
* Training Package Development: Actively contribute to the development and update of application training packages and instructional materials for internal stakeholder audiences.
To succeed in this role, you will require:
* Experience in Customer Service Roles: Experience in customer service roles, preferably in an information systems support environment.
* Hardware and Tablet Support: Experience in hardware and tablet support.
* Atlassian Jira Service Management: Experience in Atlassian Jira Service Management, Confluence, and Microsoft SharePoint.
* ITILv4 Certification: ITILv4 certification.
In return for your expertise, we offer:
* Visible Impact: Have visible impact in your community, directly contributing to making Queensland a better place to live.
* Flexible Working Options: Flexible working options that encourage a healthy work-life balance.
* Salary Sacrificing Options: Salary sacrificing options and competitive superannuation.
* Leave Benefits: A variety of fantastic leave benefits, supported across the broader Queensland public sector.
* Employee Assistance Program: Access to confidential and free counselling for you and your immediate family members through our Employee Assistance Program.
* White Ribbon Accreditation: We are committed to preventing violence against women and are proud to be a White Ribbon accredited workplace.
Join us and help preserve and protect Queensland's biosecurity.