Application Support Officer

City of Gold Coast; Gold Coast City; On-site; AUD 111,000 - 118,000; Full time

Benefits offered by this job

9-day fortnight

Hybrid/work from home options

Personal and professional development

Job summary

City of Gold Coast is hiring two Application Support Officers to implement and maintain HR, Payroll, and related employee experience platforms.

You will work on system reliability, data security, and continuous improvement while collaborating with ICT teams. The roles offer a 9-day fortnight and hybrid/work-from-home options, with a focus on delivering excellent employee services citywide.

Qualifications

• A degree in Information Technology, Computer Science or a related field, or equivalent experience.
• Experience with HRM applications (Workday, Chris21, SAP SuccessFactors) and databases (SQL).
• Familiarity with HR processes: lifecycle, payroll, learning, recruitment and onboarding.
• Strong customer service and ticketing experience (ServiceNow).
• Detail oriented with strong analytics and problem solving.

Responsibilities

• Support and maintain HR, Payroll, Performance, Learning, Talent Acquisition, and Onboarding platforms.
• Ensure systems are reliable, secure, and evolve with business needs.
• Provide guidance to drive ICT employee experience outcomes citywide.
• Contribute to service improvements, UX enhancements, and incident/problem/change management.
• Collaborate with ICT specialists and stakeholders to deliver high-quality outcomes.

Skills

Degree of IT/CS

Stakeholder engagement

Customer service

Agile

Data analytics

ITIL awareness

Privacy & security

Education

Bachelor's degree in Information Technology or Computer Science

Tools

Workday

Chris21

SAP SuccessFactors

SQL

ServiceNow

ITIL

Job description

• Full Time (2x positions available | 9-day fortnight | 36 hours per week
• Salary: From $111,401 - $117,924 per annum plus Superannuation

It is an exciting time to be joining the Chief Technology Office, where you can be a key driver in enacting meaningful change. We are seeking 2 experienced and enthusiastic Application Support Officers to join our team.

In this role, you will play a vital part in implementing and maintaining the City’s employee experience platforms and services including HR, Payroll, Performance Management, Learning and Development, Talent Acquisition and Onboarding. You will ensure they are reliable, secure, continually evolving to meet the needs of our employees and take full advantage of available features.

Working under the Enterprise Platform Entity Lead (Employee Experience), you will provide critical application guidance and support to drive ICT employee experience outcomes citywide. This includes contributing to service improvement initiatives, user experience improvements, problem resolution, system enhancements, and ensuring our digital platforms are well positioned to support the City’s vision of being a 'utility for the future'. You will collaborate closely with ICT specialists and business stakeholders to deliver high-quality outcomes that enhance the City’s employee experience.

If you are passionate about technology, digital transformation, and supporting innovative service delivery, this is a fantastic opportunity to be part of a forward-thinking team helping shape the future of technology at the City of Gold Coast.

We're looking for people who have:

• A degree in Information Technology, Computer Science or a related field, or experience in a similar role.
• Proficiency in digital HRM applications (e.g. Workday, Chris21, SAP SuccessFactors), databases (e.g. SQL), web tools and user interfaces and data analytics tools.
• Good understanding of core HR business processes such as HR / employee lifecycle, payroll, learning and performance, recruitment and onboarding.
• Excellent customer service skills and experience with ticketing/service management platforms (e.g. Service Now).
• Attention to detail and strong analytical / problem solving skills.
• Strong stakeholder engagement skills, including requirements gathering and training.
• Excellent communication skills and ability to explain technical issues to non-technical stakeholders.
• Awareness of privacy, data security, HR compliance and records management requirements.
• Strong understanding of ITIL service management (incident/problem/change) and ITIL certification or willingness to obtain
• Understands AGILE methodology and has experience working in AGILE teams. Experience in breaking technical tasks into user stories and tasks.
• Communicates clearly and confidently, translating technical concepts into practical solutions.
• Works collaboratively, thrives in a fast-moving environment and embraces change.
• Brings a proactive, can-do attitude and a genuine passion for improving digital services for our employees.

Be part of shaping the Gold Coast's future

The Gold Coast is inspired by lifestyle and driven by opportunity. We are the second largest Council in Australia.

We care about being the most flexible government organisation in Australia. We have a range of benefits to help you create the right balance:

• 9-day fortnight
• Flexible work arrangements to suit your lifestyle, including hybrid/work from home options, flexible working hours and locations
• Personal and professional development courses
• Access to 350+ fitness facilities through Fitness Passport
• 4 free confidential counselling sessions a year for you or an immediate family member
• 1 free nutritionist and financial advice session per year

We pride ourselves on our shared mission of being a high-performing, customer-focused organisation which delivers value-for-money services to the community.

Closing Date Sunday 6th September 2026/11:59pm AEDT

Our selection process may include a one-way video interview via Criteria, a face-to-face or virtual interview via Microsoft Teams, reference checks via Xref and additional checks including police checks, employment history checks, qualification checks, pre-employment medical reviews and drug and alcohol testing.

We're committed to creating a diverse workplace and inclusive culture. We take pride in people who align with our high-performance principles. We believe that the diverse makeup of our workforce reflects the community we serve. We welcome applications from people of all backgrounds, experiences and identities, and encourage candidates to discuss any support or adjustments they may need throughout the recruitment process.