Application Support Engineer - Employment Information Kit
ConnectEast
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Job summary
EastLink in Ringwood, Melbourne’s tolling operator, is seeking an Applications Support Engineer to provide technical support for and maintain critical business applications. You will own the BIS, TOS, IPS and EVD systems and work with vendors to ensure stability, performance and continuous improvement.
The role requires formal IT education, knowledge of TOGAF and ITIL, and experience with Oracle/SQL Server databases, Linux and Windows administration.
Qualifications
- Degree in Computer Science / Engineering / IT or related discipline.
- Experience with TOGAF and ITIL is desirable.
- Experience with Oracle Database, Microsoft SQL Server, PL/SQL, Linux and Windows administration.
Responsibilities
- Monitor health and performance of applications (TOS, IPS, EVD, BIS) using GUI, dashboards and SQL queries.
- Develop dashboards, queries, scripts and reports for proactive monitoring.
- Respond to tickets and incidents, collaborate with vendors and internal teams to resolve problems.
- Coordinate and manage Computer Systems Operator activities for TOS, IPS, EVD and BIS.
- Document technical processes and procedures to detect and resolve tolling system issues.
- Support IT teams to maintain operations of interfaces and perform after-hours work when needed.
- Identify opportunities to automate and streamline activities and contribute improvements to BIS, TOS, EVD and IPS systems.
Skills
Education
Tools
Job description
Thank you for your interest in employment with EastLink.
This Employment Information Kit provides you with the relevant information you need about this opportunity to help you decide whether to apply for this position.
Outlined in this document are details about EastLink, information about the recruitment department and position, the selection process and information on how to prepare your application.
You are encouraged to read this information carefully in order to develop an understanding of the requirements. You should assess yourself against the key selection criteria before deciding to apply for the position and prepare an application according to the guidelines outlined in this information kit.
Telephone enquiries for this position can be directed to Robyn Morrison on 03 9955 1774.
Unless otherwise stated, correspondence in relation to this position should be forwarded to:-
Human Resources
EastLink
2 Hillcrest Avenue (PO Box) 804
Ringwood Victoria 3134
ConnectEast is the owner and operator of EastLink, Melbourne’s second fully-electronic tollway and, since its opening in June 2008, already one of the busiest roads in Victoria.
EastLink comprises about 39km of freeway-standard road and connects the Eastern Freeway in Melbourne’s east to the Frankston Freeway in the south. EastLink also includes the Ringwood Bypass and Dandenong Bypass as untolled additions to the state road network.
EastLink was delivered by ConnectEast under the Victorian Government’s Partnerships Victoria framework with a construction cost of Au$2.5 billion.
The motorway saves drivers valuable time and provides the fast-growing eastern and southern regions of Melbourne with a more efficient and accessible transport network, as well as a 35km shared bicycle and walking path for local residents, wetlands and revegetation of open space areas and parkland.
Currently EastLink employs more than 150 people in a range of highly specialised operational and support roles across the organisation including:
- Asset and Road Management
- Information Technology
- Customer Service
- Finance
- Operations
- Human Resources
- Marketing
- Risk, Safety and Internal Audit
With the lowest private tolls in Australia, EastLink is committed to providing Victorians in Melbourne’s rapidly growing eastern and south-eastern suburbs with an affordable travel option, supported by high quality and friendly customer service.
We Care about our employees, colleagues, customers, the environment and the EastLink asset.
Safety is at the forefront of all of our decisions, we look after each other and everyone on EastLink.
We encourage One Team and share ideas across the organisation and with others and turn what we learn into smarter ways of working.
We deliver on our commitments and take Accountability for our own actions.
EastLink is committed to protecting privacy and maintaining the confidentiality of personal information collected in the course of carrying out its functions in accordance with its obligations set out in the Concession Deed.
Consistent with EastLink’s Privacy Policy, this statement outlines Human Resources policy for dealing with resumes and other personal information that may be disclosed to EastLink in relation to employment opportunities with the organisation.
During the recruitment and selection process EastLink collects a range of personal information such as resumes, academic transcripts and references. Further personal information may also be collected during the selection process including, but not limited to, telephone screening, telephone interviews, psychometric assessments, competency and skills assessment, health information, criminal history and reference checking.
This information will be treated in the strictest confidence and will only be used for the purpose of tracking an application’s history, assessing a candidate’s suitability for employment and eligibility for an appointment with the organisation and to improve EastLink’s recruitment and selection processes through periodical analysis.
In performing its functions, Human Resources may also disclose the information provided by candidates to referees, recruitment agencies and other third parties who assist EastLink in the recruitment and selection process.
Human Resources may also disclose information provided by candidates internally for the purposes of consideration for other employment opportunities within EastLink. Candidates should advise EastLink if they do not wish to be considered for a position other than the position applied for.
Candidates will be sourced directly and through third party agencies. All candidates will have access to an Employment Information Kit or Position Brief and be provided information about the organisation’s identity, values, employment policies, hiring department, role responsibilities, inherent requirements, behavioural competencies, selection processes and other important employment information.
The provision of personal information in the context of an employment application is voluntary, but where information is not provided or is insufficient or inaccurate, EastLink may be unable to fully process the application or properly consider the candidate’s suitability or eligibility for employment.
Candidates may submit modified information or additional information for consideration in relation to their application up to the closing date, if any, for the advertised vacancy. If at any time a candidate’s details change, the candidate may correct the information held by EastLink.
Information collected during the recruitment and selection process will be stored securely either in a confidential electronic file or in a locked cabinet. Hard copy information collected will be destroyed after three (3) months via a confidential waste paper disposal method.
The information provided by candidates who are subsequently successful in their application will form the basis of their employment records.
All queries in relation to employment applications should be directed to Human Resources on 9955 1700.
The purpose of the Applications Support Engineer is to provide technical support for and maintain critical business applications used across ConnectEast. This role ensures the stability, performance, and continuous improvement of applications by promptly resolving incidents and collaborating with vendors and internal teams to maintain effective operations.
The position retains technical ownership over ancillary applications and supports business operations as a key technical expert, facilitating knowledge sharing and contributing to projects that enhance application functionality and reliability.
Key tasks of the Application Support Engineer role include, but are not limited to:
- Monitor the health and performance of applications including TOS, IPS, EVD and BIS using System Graphical User Interfaces (‘GUI’), dashboards, SQL queries and standard reports.
- Develop dashboards, queries, scripts and reports to assist in the proactive monitoring and management of applications, including TOS, IPS, EVD and BIS.
- Respond to TOS, IPS, EVD, BIS and reporting system tickets and incidents using analysis to resolve problems and maintain good communications with internal customers.
- Work with system suppliers under support agreements to identify, define, log and resolve problems.
- Coordinate and manage Computer Systems Operator activities with regards to TOS, IPS, EVD and BIS.
- Document technical processes and procedures to detect and resolve tolling system issues.
- Work cooperatively with other teams in IT to maintain the operations of TOS, IPS, EVD and BIS interfaces.
- On occasion work out of normal business hours to support regular system maintenance activities and the resolution of major incidents.
- Proactively identify opportunities to automate and streamline activities across the ConnectEast business, in applications and across processes, to automate and streamline functions, for example, as internal projects through operational concept and specification documents.
- Contribute ideas to amend or improve projects with respect to the BIS, TOS, EVD and IPS systems to increase their efficiency and reduce operating costs.
- Contribute to change requests to suppliers for improvements in system operations.
- Produce test scenarios and cases using Application Lifecycle Management (ALM).
- Undertake acceptance testing of new TOS, IPS, EVD and BIS releases, including functional and performance testing.
- Maintain the test automation framework, including adding or modifying test cases, undertaking health checks and performing upgrades to underlying software components.
- Assist in the deployment of new releases of TOS, IPS, EVD and BIS into test and production environments, including the testing of back‑out and roll‑back plans.
- Monitor the performance of new releases post‑implementation using analysis to determine if there are problems.
- In response to requests, run scripts and jobs to extract data from systems for analysis, and re‑run reports.
- Assist with the reporting function within ConnectEast and develop new reports when required.
- Support the Alliance in matters that affect the TOS – Roadside Equipment (RSE) interface.
- Provide short‑term monitoring support for the RSE when Alliance personnel are absent.
- Alert Applications Support Team Leader to the presence of risks within the context of the IT systems and applications.
- In conjunction with the other staff, minimise the risk of incurring financial KPI penalties through the early identification of issues and the implementation of corrective actions to mitigate risks of non‑compliance.
- Degree qualification in Computer Science / Engineering / Information Technology or related discipline, or substantial practical work experience.
- Software and script development and database administration training, and exposure to TOGAF and ITIL.
- Experience with software and script development and database administration training.
- Exposure to The Open Group Architecture Framework (‘TOGAF’) and Information Technology Infrastructure Library (ITIL) (desirable).
- Demonstrated experience across technologies including Oracle Database, Microsoft SQL Server, Procedural Language (‘PL’/SQL), Linux and Windows administration and shell scripting.
- Ability to manage general‑purpose programming languages (i.e. C++) and Java applications using an application server (i.e. JBoss).
- Experience with tools including SQL Server Management Studio, Toad, MobaXterm and Oracle Enterprise Manager.
- Ideally, technology skills to operate ELK/Kibana, Shareplex, Business Objects, BIRT, Python, Javascript, JBoss, web servers and Quality Centre.
- Experience in a high‑volume transaction processing environment.
- Demonstrated ability to communicate with IT Management on any current issues or other matters of importance.
- Ability to monitor, assess and enhance system performance.
- Ability to use data and information in a clear and rational thought process to assess and understand issues, evaluate options, form accurate conclusions and make decisions.
- Demonstrated complex system testing skills.
- Ability to create clear and relevant reports.
- Communicates clearly and respectfully, listens and encourages input from others.
- Ensure accurate, accessible documentation and embed compliance into everyday practices to support efficiency and informed decision‑making.
- Encourages and suggests new ideas and demonstrates a commitment to improving processes and services that support team objectives.
- Plan and organise work in line with organisational goals and adjust to changing priorities.
- Manage time, resources and projects effectively and efficiently to achieve successful outcomes.
- Ensure respectful, inclusive and supportive collaboration across teams and contribute to shared goals.
- Team members are expected to support Team Leader, SME and Manager responsibilities, sharing systems analysis capability and support tasks workload outside defined responsibilities and boundaries, to achieve team objectives when required.
- Apply care and precision to work by reviewing information thoroughly, identify errors or inconsistencies and ensure tasks are completed to a high standard.
- Demonstrate initiative, take ownership of work and pursue ongoing learning with minimal supervision.
- Remain calm under pressure, adapt to change and manage stress effectively.
- Build and maintain productive relationships with internal and external stakeholders to deliver IT outcomes and manage performance expectations.
- Apply deep technical expertise and knowledge of tools, systems and frameworks to support IT operations.
- Drive and adapt to change by applying emerging technologies, agile thinking and continuous improvement practices.
- Identify, assess and mitigate risks across IT operations to ensure continuity and compliance.
- Design, manage and improve workflows, processes and service reliability in line with ITILv4 and business requirements.
- Deliver responsive, reliable and user‑centred IT services that meet the needs of internal and external customers.
- Interpret and analyse data across different operational, technical and business contexts, applying sound data and database principles.
- Exercise due diligence in the ethical, secure and appropriate use of data, considering accuracy, privacy, security, compliance and data integrity when generating insights or supporting system and operational decisions.
- Protect data and systems by implementing security frameworks, controls and incident response protocols.
- Manage and optimise infrastructure, ensuring high performance, scalability and security for systems and networks across IT services.
You accept that as part of your employment you may be required to be part of a rotating ‘on call’ roster to provide after‑hours support in addition to your contracted hours.
Typically, an ‘on call’ roster is notified well in advance for a period of 7 consecutive days and attracts a weekly allowance for the ‘on call’ period, and time in lieu on a 1:1 basis for working more than 4 additional hours in a 24 hour period.
Should you be required to participate in an ‘on call’ roster further details will be provided in writing or refer to ConnectEast’s ‘on call’ policy.
- Accessing, viewing and updating sensitive information which may relate to customers, employees and/or company intellectual property;
- Honest, trustworthy and high level of integrity;
- Interacting with colleagues and senior management from across the organisation;
- Interacting with suppliers and contractors providing a service to EastLink; and
- Working independently and also within a team.
- Adjusting ergonomic equipment such as a computer and/or chair height which may be required due to sharing resources;
- Be eligible to hold a current security pass for EastLink workplaces;
- Working across multiple locations which requires travel between such locations;
- Working in a multi‑storey building;
- Working in an open plan office;
- Working within an audited work environment, receiving regular performance related feedback; and
- Meeting reasonable occupational health and safety standards which are in direct compliance with relevant laws.
- Using technology including photocopier, fax machine,etc;
- Using a telephone with handset or headset; and
- Using computer technology; including a large scale visual display unit, computer keyboard, mouse and/orscanner for extended periods of time.
- Ability to speak and be clearly understood on the telephone;
- Being seated at a desk for prolonged periods of time while operating technology;
- Concentrating for reasonably long periods of time;
- Extended reaching;
- Keyboarding tasks;
- Listening, retaining information and understanding what is said; and
- Undertaking tasks which are visually demanding or critical for long periods of time.
To be eligible for employment with EastLink, you must be an Australian citizen, an Australian permanent resident, a citizen of New Zealand who entered Australia on a current New Zealand passport or a non‑Australian citizen holding a valid visa with work entitlements.
Advertised vacancies often attract a number of very good quality candidates so it is in your best interest to prepare an application that will demonstrate to EastLink that you are able to satisfy the requirements of the role.
Before you begin your application it is important that you read this document carefully and decide whether your skills and abilities match the requirements of the position. If you require additional information to make this assessment it is recommended that you phone Human Resources for a confidential discussion.
You may also wish to research additional information which may be sourced from documents found on our Internet site – www.eastlink.com.au
This position is offered on a 12 month Fixed Term basis.
The total remuneration, which includes superannuation, offered for this role will be negotiated with the employee.
The commencement date for these positions is immediate start.
Upon commencement of employment with EastLink all new employees will be required to confirm their identity and present proof of entitlement to work in Australia. The following documents will be accepted:
- Australian birth certificate
- Certificate of evidence of citizenship
- Australian passport
- Valid visa with permission to work
All new employees of EastLink will be subject to a probationary period of 6 months. Confirmation of continuing employment beyond the end of the probationary period will be provided before the expiry of the probationary period and will be contingent upon satisfactory performance, satisfactory behaviour and meeting any necessary security clearance or other specified employment pre‑requisite requirements.
Successful applicants shall be required to consent to, and satisfactorily complete, a criminal history check upon commencement of employment at no cost to the employee.
This role will be based at EastLink’s Head Office in Ringwood.
Shift lengths will typically be 7.5 hours. However, the successful applicant may be expected to work hours as is reasonably necessary for the proper performance of their duties whether during or outside normal business hours.
Travel expenses, as per EastLink policy will be reimbursed to employees requested to attend a location that is not their normal work location. The amount paid for motor vehicle expenses will be based on the Australian Taxation Office provided schedule and will be calculated on the additional distance they are required to travel over and above their normal travel between home and work.
A number of initiatives have been introduced across the organisation which demonstrates our commitment to work life balance. These initiatives are underpinned by our values and behaviours and are embedded in policy and procedural arrangements.
EastLink is committed to conditions of employment that support employees to achieve a successful work life balance through diversity of choice with regards to work patterns and a range of leave arrangements to enact the Time Better Spent philosophy of a better balance of work, family and lifestyle commitments benefiting employees and the organisation.
Some of the arrangements that EastLink supports includes:
- Flexible Working Hours
- Part Time Work
- Job Share
- Internal Promotional Opportunities
EastLink also offer a range of benefits to enhance the employment experience of its people which include:
- Employee Assistance Program
- Fruit in the Workplace
- Monthly
- Neck and Shoulder Massage
- Yearly
- Skins Checks
- Health assessments
The health dangers associated with active smoking are well known. EastLink also recognises that passive smoking may be hazardous to health and that non‑smokers should be protected from the involuntary inhalation of second hand tobacco smoke.
EastLink is a smoke free environment and smoking on EastLink work premises is not permitted.
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