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.