OBJECTIVES OF THE DIVISION
The IT Division is tasked with providing Information Technology services and solutions in support of all operational divisions and MEGT business objectives. These services include the provision and maintenance of hardware, software and network infrastructure, helpdesk services, as well as application support and solutions.
From a Project Management and Business Process perspective the IT Division’s objective is to improve the efficiency and effectiveness of MEGT by providing executive level governance of all MEGT processes and projects to ensure they align with the overall MEGT organisational goals. This is achieved by facilitating optimal project management and business process outcomes and resource allocation.
POSITION DESCRIPTION
The objective of the position is to ensure that MEGT has appropriate Application Support resources and associated Technical Analysis skillset to support current and future projects as well as BAU activities in line with organisational objectives. This role is an integral part of the Operations Team and is a position intended to deliver a wide range of skills with the ability to tackle any challenge to help MEGT provide a high-quality customer service.
RELATIONSHIPS
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Reporting to the IT Operations Manager
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Working closely with the Technical Solutions Analyst
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Building and maintaining collaborative relationships with all external stakeholders
DIMENSION
Division: IT
Employees directly supervised: 0
Agreed outcomes: as per Key Performance Indicators (KPIs)
MANDATORY QUALIFICATIONS AND EXPERIENCE
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3-5 years of Application Support Experience.
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Office 365 Experience and Qualifications.
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Advanced SharePoint Online Knowledge.
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Dynamics 365 Experience.
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Nintex forms development experience.
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Well-developed planning, organisational, priority setting and time management skills, able to balance strategic level thinking with detailed process and procedural understanding.
SKILLS, KNOWLEDGE AND ABILITIES
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Excellent analytical skills with creative, and problem-solving capabilities, making decisions based on evidence balanced with experience and intuition.
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Significant skills in systems/application ongoing support including Finance, BI, and Nintex Forms applications.
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High level digital literacy, including an in-depth understanding of, and experience in the use and implementation of, Microsoft technologies and a range of non-Microsoft web-based technologies.
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Strong customer service skills and positive customer service attitude towards both internal and external customers, with a passion for measuring and increasing customer satisfaction.
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Excellent communication and interpersonal skills with the ability to work effectively and collaboratively as a member of a diverse team.
DUTIES AND RESPONSIBILITIES
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Work collaboratively in a team environment to contribute technical review and analysis to projects and play a key role in the assessment, implementation and review of solutions. Ensure that chosen solutions are appropriately integrated with related systems and applications and communicated throughout the organisation.
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Be a technical resource in the implementation and integration of a diverse range of business systems and applications both on premises and in the cloud.
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Build strong, effective and collaborative relationships with internal and external stakeholders and communicate effectively to share relevant knowledge and expertise.
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Ensure that documentation related to systems and applications is maintained to a high standard and remains up-to-date, accurate, reliable and secure.
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Ensure that system and application changes, upgrades, and maintenance are implemented and reviewed in accordance with the IT change management processes, practices and ISO 27001 guidelines.
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Be a valued member of the IT Operations team and actively contribute to achieving the business objectives of the organisation.
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Ensure the resolution and/or escalation of application support and maintenance issues which fall within the responsibilities of the team, contributing to the identification of potential areas of risk and supporting the implementation of preventive measures and/or corrective actions.
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Facilitate onboarding of supported application platforms, ensuring staff have all required resources and training.
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Manage the MEGT website tickets and changes, providing a high-quality customer service to all internal and external customers.
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Support the determination of opportunities for continuous improvement, including making changes to procedures or training materials as needed.
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Own the SharePoint Online instance and provide quality ongoing support.
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Undertake continuous professional development activities by engaging with the MEGT Performance Appraisal and Development Program.
Note: This Position Description is indicative of the initial expectation of the role and subject to change in line with requirements of the Department of Education and Training and/or MEGT’s goals and priorities, activities or focus of the job. The incumbent can expect to be allocated duties not specifically mentioned in this document, but within the capacity, qualifications and experience normally expected from persons occupying positions at this level.
KEY PERFORMANCE INDICATORS
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Be an effective member of the IT Operations team and make a positive contribution to organisational objectives by applying your technical expertise
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Meet business and technical deliverables on time and to an agreed level of quality
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Demonstrate a commitment to ongoing professional development by taking advantage of training opportunities presented.
HEALTH, SAFETY AND ENVIRONMENT RESPONSIBILITIES
All staff are required to take reasonable care for their own health and safety and that of other personnel who may be affected by their conduct.
NATIONAL POLICE CHECK
This position is required to undertake a National Police Check prior to commencing employment. A State/Territory Working with Children or Working with Vulnerable People Check may also be required by any applicable State/Territory legislation. The National Police Check must be renewed every two years as a minimum.
DIVERSITY
MEGT is committed to welcoming and maintaining a diverse workforce, which will help us attract and retain a team of talented people to better serve our clients and improve business results.
PRIVACY NOTIFICATION
MEGT requires personal information relevant to your employment. The collection and handling of the information will be consistent with the requirements of the Privacy Act.
INFORMATION SECURITY COMPETENCIES
MEGT requires all staff to demonstrate and maintain an adequate and proportionate level of information security knowledge and competence.
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