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Business Systems
Support
Business Systems Support
Classification
Band 5
Status (FTE)
Fixed Term 12 months
Division
Business Transformation
Occupant
Vacant
Date
October 2021
About us From surfing to cycling to wining and dining and everything in between, Bass Coast provides the
perfect balance of rural, residential and holiday lifestyles for all to enjoy- all with stunning backdrops
of beaches, bushland and rolling hills.
A fast growing peri urban coastal shire with a strong focus on the balance of environment, economy
and community. The environment is our economy. To meet the needs of our fast growing status our
organisation has been reimagined to meet the current and future challenges. Our organisation is
underpinned by the principles of:
We deliver
Placing the customer at the centre of everything we do and,
Being a part of something bigger
With a proven track record of investing in our people we attract high quality applicants who want to
contribute to our community, excel in their careers live the values of Excellence, Passion,
Imagination, Integrity & Courage.
Reporting to the Coordinator Transformation and Technology, the Business Systems Support is
responsible is responsible for focus on contributing to the delivery of Project Phoenix initiatives.
Responsibilities of the role:
Monitor and support IT business systems to
ensure they are operating at optimum levels at
all times and problem analysis undertaken.
Provide guidance and support with
implementation of IT business application
projects and provide technical input.
Assist the business in prioritising system
changes/enhancements.
Undertake application problem analysis and
resolution for application problems in
conjunction with the users and application
suppliers.
Support of data warehousing to ensure all data
within legacy systems is maintained and
Key responsibility areas
Organisational relationships
Manager Transformation and
Technology
Coordinator Transformation and Technology Projects
Information Technology & Project Officer
IT OfficerBusiness Systems
SupportBusiness Systems
Developer
accessible and work with vendors to escalate
issues and manage response.
Examine application functionality and performance
and provide information about how it can be
improved.
Proactively document issue resolution and create
knowledge base articles;
Maintain user documentation and manuals, Train
and assist business users in the use of
applications and associated reporting tools.
Ensure compliance throughout the organisation on
all relevant IT policies and procedures.
Contribute to emergency management activities
when required and directed by the General
Manager.
Other duties as directed within the skills and
abilities of a position at this level.
Accountability and extent of authority
While being accountable for the quality, cost and timeliness of work carried out, the freedom to act is
not simply limited to standards and procedures.
The Business Systems Support is responsible for the provision of application maintenance and support
services, either directly to users of the systems or to service delivery functions.
Competencies
Judgement and decision making
Respond to requests for application support in a timely fashion providing advice on timeframes for
resolution including phone, email and in-person support;
Monitor assigned requests and ensure backlog is minimised through effective prioritisation and timely resolution;
Investigate and resolve issues and including performance monitoring. Issues may be resolved by
providing advice or training to users, by devising corrections (permanent or temporary) for faults,
making general or site-specific modifications, updating documentation, manipulating data, or defining
enhancements;
Work can involve solving problems using professional experience and at times requiring creativity and
initiative. Guidance and advice is usually available within time to make a decision.
Specialist Skills and Knowledge
Ability to keep abreast of changes in the field of Information Technology and communications.
Provide professional advice to internal departments on changes and trends in Information Technology.
Experience providing excellent customer and tech support resolutions via phone, helpdesk tickets, and
web chat applications.
Interpersonal skills
Demonstrate written and verbal communication skills including sound presentation skills.
Ability to develop and maintain effective relationships.
Demonstrated analytical skills, including an understanding of technical issues
Qualifications and experience
A tertiary qualification in Information Services or related discipline.
Substantial experience in the area of Information Technology or Business Improvement with
demonstrated ability to solve problems in a technical and service delivery environment.
Applicants will be required to undergo pre-employment checks including but not limited to a Police
Records Check and Working with Children Check.
Pre-Employment Checks
Key Selection Criteria
Selection will be based on the following key selection criteria; however reference will also be
made to other listed skills, knowledge and attributes as required in the position description.
A tertiary qualification in Information
Services or related discipline.
Demonstrated experience in the development and implementation of
procedures.
Demonstrated understanding of software
solutions and their application in a large
organisation.
Ability to work independently to carry
out daily tasks, at the same time working
within a busy team environment to achieve
agreed outcomes.
Performance Criteria
Performance criteria will be developed within the first three months of appointment, recorded and
reviewed in accordance with Council’s Performance Development Policy and Framework.
Recommended