APS5 Systems Support Analyst

Department of Employment and Workplace Relations; Adelaide; On-site; AUD 93,660 - 100,132; Full time

Job summary

The Department Of Employment And Workplace Relations is seeking an APS5 Systems Support Analyst to join a high-volume contact centre environment. You will support performance, reliability and continuous improvement of CRM and Genesys platforms, working with stakeholders and technical teams to ensure fit-for-purpose systems.

Reporting to an APS6 Team Manager, you will manage configurations, user access, testing and reporting, while contributing to knowledge management and training materials

Qualifications

• Australian citizenship or eligibility for employment in Australia.
• Baseline security clearance required.

Responsibilities

• Provide technical support for contact centre platforms (CRM, Genesys) and monitor system performance.
• Manage system configurations and reporting tools aligned to business requirements.
• Administer user access, onboarding and system activities (campaign configuration and directory updates).
• Support system testing and post-release activities (UAT, regression testing, hyper care).
• Perform quality assurance to maintain data integrity and system reliability.
• Monitor system performance and analyse trends to improve functionality and user experience.
• Engage with stakeholders and technical teams to gather requirements and advise on enhancements.
• Contribute to continuous improvement and training materials.

Skills

Analytical thinking

Communication

Stakeholder engagement

Tools

CRM

Genesys

Job description

• Canberra, ACT; Sydney, NSW; Brisbane, QLD; Adelaide, SA; Perth, WA
• APS Level 5
• $93,660 - $100,132

About The Department Of Employment And Workplace Relations

We are committed to empowering futures, ensuring rights and enriching lives. We support people to have safe, secure and well-paid work with the skills for a sustainable future as we ourselves strive to be a model employer.

We provide the framework for fair and productive relationships between employers and employees. We also oversee skills development and training initiatives to support those entering the workforce or re-training to take advantage of emerging employment opportunities.

With us, your work directly contributes to shaping the employment landscape. Whether you are engaging in policy development, program implementation, or direct support services, your efforts will have a tangible impact on job seekers, employees and the economy by giving them a framework to build a future anchored and realised through employment.

It is our ambition to do things differently, to create the 'department of great jobs'- where our people reflect our purpose.

The Role

Reporting to an APS6 Team Manager, as an APS5 Systems Support Analyst you will support the performance, reliability and continuous improvement of contact centre systems in a complex, high-volume operational environment. You will work with stakeholders and technical teams to ensure systems are fit-for-purpose, aligned to business needs and support effective service delivery.

This role supports staff operating in fast-paced and at times psychosocially demanding environments, and contributes to building capability, confidence and resilience across frontline teams. It requires strong organisational skills, sound judgement, and the ability to respond to competing priorities.

Duties and Responsibilities

• Provide technical support for contact centre platforms (e.g. CRM and Genesys), including troubleshooting issues and monitoring system performance.
• Manage system configurations and maintain data structures and reporting tools aligned to business requirements.
• Administer user access, onboarding and system activities (e.g. campaign configuration and directory updates).
• Support system testing and post-release activities, including user acceptance testing (UAT), regression testing and hyper care periods.
• Perform quality assurance activities to maintain data integrity and system reliability.
• Monitor system performance and analyse trends, providing insights and recommendations to improve functionality and user experience.
• Engage with stakeholders and technical teams to gather requirements, provide advice and support system enhancements.
• Contribute to continuous improvement, including process optimisation, knowledge management and development of training materials.

Recruitment processes within the APS rely on merit. If you choose to use AI to support you during recruitment, it’s important you understand the department’s guidelines for candidate use of AI throughout the recruitment process. The APS work level standards outline the expectations for each classification level and can be used as a guide when preparing your application.

Eligibility

Don’t meet all the role requirements?

At DEWR we are dedicated to building a diverse and inclusive workforce and seek to recruit staff with a wide range of backgrounds, skill levels, disciplines and working styles. If this role resonates with you and you are excited about making an impact, but your past experience doesn’t align perfectly, we encourage you to apply anyway.

Citizenship - to be eligible for employment with the Department, you must be an Australian Citizen or, in limited circumstances, in the process of obtaining it.

Security Clearance - our successful candidate is required to hold, or have the ability to obtain, and maintain a Baseline security clearance.

Please refer to the Job Information Pack for more information about the role.