Information Services Officer
Location: Kensington, WA | Hours: Full‐time | Rate: $55–$59 per hour + super | Contract Length: 4 months
About the role: We are seeking an experienced Information Services Officer to join a supportive digital services team on a short‐term contract. This role is ideal for someone with strong technical capability, excellent communication skills, and hands‐on experience supporting enterprise information management systems such as SharePoint Online and Content Manager (23.4). You will play a key role in delivering high‐quality support, managing digital information workflows, and enhancing organisational processes and documentation.
Key Responsibilities
* Provide professional, courteous, and customer‐centric support to internal stakeholders.
* Log, triage, and resolve service requests using modern IT service management platforms.
* Achieve high levels of first‐contact resolution while maintaining accurate, detailed documentation.
* Create, update, and maintain procedural documentation for the Digital Records Library and EDRMS processes.
* Follow escalation procedures for complex or high‐priority issues.
* Identify recurring issues and contribute to continuous service improvement activities.
* Monitor and report on system performance, usage, and implemented solutions.
* Manage user access controls for the department's EDRMS—SharePoint Online and Content Manager (23.4).
* Deliver training and clear guidance to stakeholders, including the creation of user resources and support materials.
Essential Skills & Experience
* Strong verbal and written communication skills.
* Demonstrated technical proficiency and experience troubleshooting digital systems.
* Ability to manage multiple priorities in a dynamic and fast‐paced environment.
* Experience working with IT service management platforms (e.g., Fresh service, Jira, or similar).
* A proactive, solutions‐focused approach to problem‐solving and process improvement.
* Skills and experience supporting and maintaining Microsoft 365 SharePoint in an enterprise environment.
* Ability to develop, update, and maintain procedures, user guides, and documentation to support system users.
* Training or facilitation experience with the ability to guide users of varying skill levels.
Desirable
* Previous experience in a customer support or IT service‐based role.
* Knowledge of digital records management and related technologies.
* Experience creating or maintaining work instructions, procedural documentation, or governance materials.
Interviews will commence immediately, so please apply online today. Due to the high volume of applications, only shortlisted candidates will be contacted for further discussion.
Applicants new to DFP may be asked to provide additional information including work rights status via a survey link – if requested, we ask that you provide this information in order to expedite your application.
DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via adjustments@dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.
By clicking 'apply', you give consent that DFP may use your personal information to process your job application and to contact you for future employment opportunities. For further information on how DFP process your personal information please review the DFP Information Collection and Privacy Policy via https://www.dfp.com.au/about-us-1/policies. Do not submit any sensitive personal information in your resume.
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