Product Support Officer

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

Job summary

Infrastructure NSW is seeking a proactive technology professional for a Product Support Officer role in Sydney. This ongoing full-time position offers a base salary from $116,981 to $129,492 plus super, commensurate with experience.

You will support and deliver IT products across Microsoft 365, AvePoint, Power Platform, Protecht ERM, and Source to Contract (Portt), maintaining knowledge bases and end-user guides.

Qualifications

• 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.

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.

Skills

Technical support

User support

Problem solving

Stakeholder collaboration

IT service delivery

Education

Tertiary IT qualification

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 will 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.

Some of the key responsibilities for the role include:

• 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.

For more information, please refer to the role description

For any questions regarding recruitment please email Stephanie Vale at [e-mail].

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 analysisand 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. We offer our employees discounted gym membership, study assistance, salary packaging, and 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.

Please be advised candidates will undergo comprehensive pre‑employment checks, which may include verification of qualifications, employment history, police clearance, and other relevant assessments.

A recruitment pool may be created through this recruitment process. A recruitment pool is a group of applicants who have been assessed and identified as suitable for this role or similar roles, and who may be considered for a range of similar roles, including temporary, term or ongoing roles, over the next 18 months.

For general enquiries about the recruitment process, please contact People & Culture at [e-mail]

For technical support, please contact [e-mail] or 1800 562 679