Systems Support Analyst

Queensland Government; City of Brisbane; On-site; AUD 70,000 - 110,000; Full time

Job summary

Queensland Government is seeking a Systems Support Analyst to provide frontline support for critical applications, hardware and mobile devices within the National Fire Ant Eradication Program. You will coordinate incidents, perform UAT, validate data and document procedures to ensure reliable digital services for field staff.

The role emphasizes collaboration with internal teams and external vendors, maintaining system performance and contributing to continuous improvement in a fast-paced

Qualifications

• Experience in IT service desk or system support in a dynamic environment.
• Ability to perform UAT and coordinate software releases.
• Strong data accuracy and database validation skills.
• Excellent communication with technical and non-technical stakeholders.

Responsibilities

• Provide frontline support for applications, hardware and mobile devices.
• Log, investigate and resolve service requests and incidents.
• Collaborate with internal teams and external vendors.
• Support UAT, data validation and documentation.
• Maintain system availability and respond to downtime.

Skills

Technical support

Service desk

UAT testing

Stakeholder communication

Data validation

Analytical thinking

Multi-tasking

Tools

Jira Service Management

Confluence

SharePoint

Job description

The OpportunityWe're looking for a proactive Systems Support Analyst to join our Digital and Data Solutions team. In this role, you'll provide operational and frontline support across business-critical applications, hardware and mobile devices that enable the National Fire Ant Eradication Program to deliver vital biosecurity outcomes across Queensland.You'll play a key role in ensuring staff have reliable access to the digital tools, systems and data required to deliver surveillance, treatment, compliance and corporate services. Working closely with internal stakeholders, ICT providers and external vendors, you'll manage service requests and incidents, coordinate break/fix activities, maintain system access, support software releases and User Acceptance Testing (UAT), and help maintain the availability and performance of critical business applications.This position is critical to maintaining business continuity by minimising system downtime, supporting operational staff and ensuring digital services remain available to support program delivery. You'll also contribute to continuous improvement initiatives, system administration activities and compliance with departmental ICT security, governance and information management requirements.If you enjoy troubleshooting technical issues, improving user experiences and delivering reliable technology support in a fast-paced operational environment, we'd love to hear from you.What You'll Be DoingAs a Systems Support Analyst, you will:- Provide technical support by receiving, logging and resolving service requests and incidents across applications, mobile devices and hardware.- Work collaboratively with internal teams and external vendors to investigate issues, implement solutions and maintain system performance.- Monitor system and hardware trends, identify recurring issues and recommend improvements.- Support incident management processes, including escalation, tracking and resolution activities.- Conduct User Acceptance Testing (UAT) for system enhancements and technology releases.- Maintain database integrity through data validation, investigation and cleansing activities.- Contribute to the development of procedures, support documentation and operational processes.- Develop and maintain user guides, training materials and support resources for internal stakeholders.What We're Looking ForWe're seeking someone who:- Enjoys delivering excellent customer service and technical support.- Has strong problem-solving and analytical skills.- Can communicate effectively with both technical and non-technical stakeholders.- Demonstrates attention to detail and a commitment to data accuracy.- Can manage competing priorities while maintaining high-quality outcomes.- Works collaboratively and contributes positively to team success.Highly Regarded while not mandatory, the following experience will be highly regarded:- Systems, application or service desk support experience.- Hardware and tablet support experience.- Atlassian Jira Service Management and Confluence experience.- Microsoft SharePoint experience.- User Acceptance Testing (UAT) experience.- ITIL v4 certificationWhy Join Us?At the National Fire Ant Eradication Program, your work will directly support one of Australia's largest biosecurity initiatives. You'll be part of a collaborative team that values innovation, continuous improvement and delivering meaningful outcomes for Queensland communities.Applications to remain current for 12 months.This work is licensed under a Creative Commons Attribution 3.0 Australia License.