Product Support Officer

Infrastructure NSW; Sydney; On-site; AUD 117,000 - 129,000; Full time

Benefits offered by this job

discounted gym membership

study assistance

salary packaging

Job summary

Infrastructure NSW is seeking a proactive Product Support Officer to join the IT team in Sydney on an ongoing full-time basis. You will help deliver and support digital tools across Microsoft 365 and other enterprise platforms, ensuring user-friendly, reliable solutions for our staff.

You'll manage and improve product lifecycles, collaborate with stakeholders, coordinate testing and training, and contribute to service delivery that aligns with business needs.

Qualifications

• Tertiary qualifications in Information Technology, or equivalent experience.
• Experience in technical support, digital product management or IT service delivery.
• Ability to support users, troubleshoot issues and contribute to product improvements.

Responsibilities

• Provide technical support and service delivery across IT products, including admin, issue resolution and user adoption.
• Support product strategies, roadmaps and day-to-day operations to meet business needs.
• Maintain knowledge base content and user guides for Corporate Strategy technology products.
• Coordinate testing, training and issue resolution with stakeholders and vendors.

Skills

Technical support

IT service delivery

Stakeholder collaboration

Education

Tertiary qualifications in Information Technology

Tools

Microsoft 365

AvePoint

Power Platform

Protecht ERM

Source to Contract Portt

Microsoft Fabric

Job description

Product Support Officer, Ongoing full-time, Sydney

This role is a Clerk Grade 7/8, with a base salary for this role starting at $116,981 - $129,492 plus superannuation, commensurate with experience.

Join INSW and play your part in creating a sustainable infrastructure legacy for NSW!

About the Role

We're looking for a proactive and adaptable technology professional to help deliver and support the digital tools that enable our people to do their best work.

As part of the Infrastructure NSW IT team, you'll work across a diverse portfolio of enterprise platforms, including Microsoft 365, AvePoint, Power Platform, Protecht ERM, Source to Contract (Portt) and Microsoft Fabric.

You'll play a key role in managing the lifecycle of technology products, driving continuous improvements, and delivering solutions that support business outcomes. You'll collaborate with stakeholders across the organisation to ensure our technology services remain effective, user-focused and aligned to business needs.

Key Responsibilities

• Provide technical support and service delivery across IT products, including administration, issue resolution, enhancements and user adoption.
• Support product strategies, roadmaps and day-to-day operations to meet current and future business needs.
• Maintain support processes, knowledge base content and user guides for Corporate Strategy technology products.
• Work with stakeholders and vendors to coordinate testing, training, resolve issues quickly and ensure products are properly maintained.

About You

You will bring tertiary qualifications in Information Technology, or equivalent experience in technical support, digital product management or IT service delivery environment.

You would also bring strong technical knowledge and experience with the ability to support users, troubleshoot issues and contribute to the ongoing improvement of digital products and services.

If this sounds like you, we'd love to hear from you.

Why Join INSW?

Infrastructure NSW is a NSW Government agency providing independent, evidence-based advice to Government in relation to infrastructure priorities and projects. Its functions and structure are set out in the Infrastructure NSW Act.

Our core functions include providing independent and strategic advice to ensure infrastructure investment decisions are underpinned by robust assessment and long-term planning; monitoring NSW's infrastructure program through independent reviews and expert analysis and managing the procurement and delivery of nominated priority projects.

We are committed to fostering a culture of inclusion, providing employees challenging and rewarding work, opportunities for career progression, and learning and development.

• discounted gym membership
• study assistance
• salary packaging

We are conveniently located near Wynyard station in Sydney's newest waterfront precinct at Barangaroo.

Our Commitment to Diversity

We welcome applicants from all backgrounds, including Aboriginal and Torres Strait Islander peoples, LGBTQI+ communities, people with disabilities, carers, culturally and linguistically diverse individuals, veterans, and women. We aim to make all roles flexible and will consider requests for flexible work arrangements.