Operational Support Officer

Profectus; Canberra; On-site; AUD 75,000 - 110,000; Full time

Job summary

Profectus in Canberra is seeking a full-time Operational Support Officer to provide hands-on frontline support for an existing Defence software capability. You will work on-site with the Operational Support Manager and a small delivery team to resolve end-user inquiries and support ongoing enhancements.

The role emphasizes clear communication, quick triage of issues, and collaboration across a security-conscious environment, including working in Official: Sensitive to Secret classifications.

Qualifications

• Experience providing end-user support in a technical environment.
• Strong communication skills and ability to explain complex concepts clearly.
• Familiarity with security classifications and Defence operational environments.

Responsibilities

• Provide day-to-day operational support to end users of the capability, triaging and resolving first-line queries and issues.
• Escalate genuine technical defects to the development team with clear, well-documented context.
• Facilitate end-user training sessions, drawing on the existing training materials and continuum.
• Assist with onboarding new users and pointing them to existing training materials and resources, as needed.
• Help maintain and refine existing support and reference materials as the capability evolves through new releases.
• Work collaboratively within a small delivery team, respecting the roles and responsibilities of other delivery partners involved.
• Feed observed user pain points and recurring issues back into the product backlog to support continuous improvement of the capability.

Skills

End-user support

Clear communication

Security clearance knowledge

Team collaboration

Job description

Profectus is seeking a full-time, Canberra-based Operational Support Officer to provide hands-on support for an existing Defence software capability. You will work on-site, day-to-day, alongside the Operational Support Manager and a small delivery team responsible for the capability's ongoing support and continuous improvement, providing frontline assistance to its end users.

This is an opportunity to join at an early stage of an evolving support function, with genuine scope to help shape how operational support is delivered as the engagement grows.

Key Responsibilities

• Provide day-to-day operational support to end users of the capability, triaging and resolving first-line queries and issues.
• Escalate genuine technical defects to the development team with clear, well-documented context.
• Facilitate end-user training sessions, drawing on the existing training materials and continuum.
• Assist with onboarding new users and pointing them to existing training materials and resources, as needed.
• Help maintain and refine existing support and reference materials as the capability evolves through new releases.
• Work collaboratively within a small delivery team, respecting the roles and responsibilities of other delivery partners involved.
• Feed observed user pain points and recurring issues back into the product backlog to support continuous improvement of the capability.

About You

• Prior experience in a Defence, ADF, or broader Government operational or capability-support role.
• Comfortable operating and providing support within classified, multi-classification network environments (Official: Sensitive through to Secret), and familiar with the administrative discipline this requires.
• Experience providing end-user support, such as service desk or help desk-style assistance, in a technical or capability environment.
• An understanding of, or genuine willingness to build familiarity with, the underlying technology: the capability's codebase is built primarily in C#, with some legacy components in Java. You won't be asked to write code day-to-day, but comfort around a technical product and its release cycle will help you succeed.
• Comfortable working within a small, evolving delivery team, where support processes and documentation are still being built up rather than already mature.
• Strong, plain-spoken communication skills and the ability to build trust quickly with end users.
• Desirable: prior exposure to Defence operational planning, simulation, or decision-support tools.

Nature of the Role and Environment

This role sits within a live, evolving Defence program rather than a fully mature one - you will be helping build out support processes as much as delivering against them day-to-day.

This is a full-time, on-site role based in Canberra, working directly alongside the Operational Support Manager as part of the day-to-day support team. You will be supported by Profectus's own delivery and account management team while working closely with the existing capability delivery team and its Defence stakeholders.

Clearance and Eligibility

• Australian citizenship is required.
• A minimum NV2 security clearance is required.

About Profectus

Profectus is an Australian-owned IT delivery and enablement company based in Canberra, trusted to mobilise cleared capability quickly and deliver it with discipline and care across Government and Defence programs.