Systems Support Analyst - Work Integrated Learning

UNSW; Sydney; Hybrid; AUD 108,000 - 115,000; Full time

Job summary

UNSW in Sydney seeks a Systems Support Analyst to oversee the operation and continuous improvement of enterprise systems within Education & Student Experience. You will provide system support, service desk coordination, configuration, data handling, reporting and compliance, acting as SME for InPlace and coordinating with UNSW IT and vendors.

The role reports to the Lead, Enterprise Systems and Planning, has no direct reports, and requires strong stakeholder engagement, Excel reporting

Qualifications

• Experience supporting enterprise systems with configuration and user support.
• Ability to analyse and resolve system issues within established frameworks.
• Experience coordinating service desk activities and managing priorities.
• Experience developing reports in Microsoft Excel (pivot tables, lookups).
• Strong organisational, communication and stakeholder engagement skills.
• Initiative and ability to contribute to process improvements.
• Higher education experience or familiarity with WIL systems like InPlace/Sonia is valued.

Responsibilities

• Oversee service desk operations, triage, assign, and resolve issues; document trends.
• Provide SME support for Employability systems and best practices.
• Configure systems, support new course setup, translate requirements into solutions.
• Perform data migrations with accuracy and completeness.
• Support compliance activities and provide data for reporting obligations.
• Develop and generate reports; manipulate data in Excel for reporting.
• Review system updates and communicate changes to stakeholders.
• Monitor integrations and coordinate with UNSW IT and vendors.
• Contribute to process improvements and maintain system documentation.
• Build strong stakeholder relationships and deliver high-level customer service.

Skills

Enterprise systems support

Service desk coordination

Issue resolution

Excel reporting

Stakeholder engagement

Process improvement

Higher education experience

InPlace/Sonia familiarity

Tools

Microsoft Excel

InPlace

Sonia

Job description

• Remuneration: $108K to $115K depending on experience + 17% super (level 6)
• Location: KensingtonUNSWCampus(hybrid)

This Job is based in Australia

• Employment Type: 18-month Full-Time Fixed Term contract
• Remuneration: $108K to $115K depending on experience + 17% super (level 6)
• Location: KensingtonUNSWCampus(hybrid)

Why Your Role Matters

The Systems Support Analyst supports the operation and continuous improvement of enterprise systems within the Pro Vice-Chancellor Education & Student Experience portfolio, Experience Pillar, Employability theme.

The role is responsible for system support, service desk coordination, configuration and supporting data, reporting and compliance activities. The position acts as a subject matter expert for InPlace and exercises judgement to resolve issues, coordinate escalations, and contribute to process improvements.

The role reports to the Lead, Enterprise Systems and Planning and has no direct reports.

Key responsibilities include:

• Oversee service desk operations, including reviewing incoming tickets, triaging and assigning issues based on priority, complexity and team capability, and independently resolving issues. Identify recurring issues and trends, and document and communicate these to stakeholders or elevate to vendors as required
• Provide subject matter expertise for Employability systems and support stakeholders in system use and best practice
• Undertake system configuration activities, including implementing and maintaining configurations, supporting new course setup, and translating business requirements into system solutions
• Perform and monitor data migration activities, ensuring data accuracy and completeness
• Support compliance activities, including coordinating surveys and providing data for reporting obligations
• Develop and generate reports and manipulate data (e.g. Excel) to support business and compliance reporting
• Review system updates, review release notes and communicate relevant changes to stakeholders
• Monitor system integrations and coordinate issue resolution with UNSW IT and vendors
• Contribute to process improvements and maintain system documentation
• Build effective stakeholder relationships and deliver a high level of customer service

About You

• Demonstrated experience supporting enterprise systems, including configuration and user support.
• Ability to analyse and resolve system issues and exercise judgement within established frameworks
• Experience coordinating service desk activities and managing competing priorities
• Experience developing reports using Microsoft Excel (e.g. pivot tables, lookup functions)
• Strong organisational, communication, and stakeholder engagement skills
• Demonstrated initiative and ability to contribute to process improvements
• Experience in higher education, and/or familiarity with Work Integrated Learning (WIL) and placement systems such as InPlace or Sonia, would be highly regarded.

This is an 18-month fixed-term role offering hybrid and flexible working arrangements from Monday to Friday. Please note that this role is not eligible for sponsorship.

Applications close: 23 September 2026 11.55PM

Pre-Employment Checks

As part of our recruitment process candidates may be required to undergo pre-employment screening, which may include reference checks, qualification verification, right-to-work verification, and criminal history screening where relevant to the role.

UNSW is committed to equity diversity and inclusion. Applications from women, people of culturally and linguistically diverse backgrounds, those living with disabilities, members of the LGBTIQ+ community; and people of Aboriginal and Torres Strait Islander descent, are encouraged. UNSW provides workplace adjustments for people with disability, and access to flexible work options for eligible staff. The University reserves the right not to proceed with any appointment.