Senior Application Support Officer

Victoria Police; City of Melbourne; On-site; AUD 65,000 - 90,000; Full time

Job summary

Victoria Police is seeking a Frontline Application Support and Access (FASA) team member to provide second level IT support for frontline members and ensure continuous access to supported applications.

The role involves responding to ICT Portal tickets within SLAs, developing in-depth knowledge of supported applications, and assisting in project work as required. A flexible working arrangement is available.

Qualifications

• Proven technical troubleshooting ability.
• Excellent written and verbal communication.
• Ability to handle confidential information.
• ITIL familiarity preferred.

Responsibilities

• Support frontline members with new and emerging technologies.
• Provide guidance and support on IT matters.
• Respond to tickets logged via the ICT Portal within SLAs.
• Develop an in depth understanding of the applications and technologies supported by the team.
• Assist in project work as required.

Skills

Technical experience

Troubleshooting

Communication skills

Confidential environment

ITIL familiarity

Job description

The Frontline Application Support and Access (FASA) Team, provides second level support to Victoria Police members, enabling the access and uninterrupted use of all supported applications and technologies whilst ensuring processes adhere to Victoria Police frameworks, policies, standards guidelines. This role also provides administrative support for applications used by frontline members where the accuracy and timely provision of data is essential for effective policing services and crucial for officer safety. The successful applicant will be responsible for the monitoring of data provision to a portfolio of applications supported by the FASA team. The role provides IT assistance to the organisations staff supporting the Information Communication Technology Division. The position reports directly to a Victoria Police Sergeant.

Victoria Police is a contemporary and agile workplace and supports flexible working arrangements.

Your duties will include:

• Support front line members with new and emerging technologies
• Provide guidance and support on IT matters
• Respond to tickets logged via the ICT Portal in a timely manner, to met SLAs
• Develop an in depth understanding of the applications and technologies supported by the team
• Assist in project work as required

About You:

The successful candidate will ideally have the following skills and experience:

• Technical experience and troubleshooting skills
• Excellent communication skills, both verbal and written
• Ability to work in a highly confidential environment
• Preferred but not mandatory understanding of ITIL practises

Further Information:

• This position is located at Victoria Police Centre, 311 Spencer Street, Docklands.
• This position may require shift work as indicated in the Position Description (as attached to the advertisement).
• The successful applicant will be required to undergo National Security Vetting, achieve and maintain a security classification as determined by the Department Head. To achieve this, applicants must be an Australian Citizen.
• The successful candidate will be required to undergo pre-employment checks which may include fingerprint checks and misconduct screening.
• We expect our people to foster a safe and inclusive environment where their behaviour and attitude reflects, builds upon and promotes a positive and collaborative workplace that respects the culture and values of Victoria Police.

We welcome applications from people with disability and aim to support an inclusive recruitment experience. If you require a copy of this advertisement and attached documentation in an accessible format or would like to discuss an access requirement/reasonable adjustment for the recruitment process (including an alternate method of submission of the application), please contact VPS Recruitment via email **************@police.vic.gov.au or on (03) 8335 6***.

About Us:

Victoria Police has a dedicated workforce of more than 22,000 employees consisting of police, protective services officers, police custody officers, and public service staff. Each employee plays a vital role in providing the 24/7, 365 days a year emergency response and public safety capability the organisation delivers to its community. As a Victoria Police employee, you have a dedication and commitment to community safety.

Victoria Police is committed to creating a workplace that is safe and inclusive of all our people. We empower and expect our people, at all levels, to develop interpersonal connections and collaborate, use sound judgement, and create and innovate.

In alignment with the principle of self-determination, Victoria Police is dedicated to enhancing our collaboration with the Aboriginal community in Victoria as we build a culturally safe and inclusive workplace for Aboriginal and Torres Strait Islander employees. We continue to engage and build relationships with local Aboriginal communities and work closely with them to enhance opportunities and services aimed at empowerment, equality, and equal participation across all areas of the organisation.

We value the diversity and differences of our employees, including their age, gender, culture, religion, sexual orientation, abilities, and life experience. We celebrate these diverse experiences and perspectives as each person brings an informed and contemporary approach to our work which enhances the wellbeing of all. We aim to provide a safe place that is reflective of the community it serves, allowing everyone to bring their whole selves to work.