Technical Analyst (Service Support)

Melton City Council; Melton; On-site; AUD 98,000 - 107,000; Full time

Benefits offered by this job

Top-up superannuation

GMHBA health plan

Paid parental leave

Paid secondary carer leave

Job summary

Melton City Council in Long Forest, VIC, is seeking a Technical Analyst (Service Support) to join the Innovation & Transformation IT team. The role offers a Band 6 salary range and superannuation, plus ADO.

You will support and enhance council information systems, resolve complex IT issues, and improve service delivery for staff across the council. The successful candidate will bring IT support experience, strong problem-solving skills, and the ability to work with vendors on upgrades and

Qualifications

• Tertiary qualification in an Information Technology-related field or substantial experience in a medium-sized corporate IT environment.
• Proven ability to provide application support in a similar operating environment.
• Experience addressing/addressing and resolving L2/L3 service incidents; work with vendors on small packages (upgrades, patches, apps, server investigations).
• Ability to identify root causes of incidents and develop remediation plans.

Responsibilities

• Provide support to current business information systems for enhancements, patches, upgrades, testing, and end-user training.
• Identify and mitigate risks to performance, security, continuity and availability of information systems; assist service desk.
• Investigate root causes of incidents and develop remediation plans; input into policy development.
• Manage IT Change control process for standard and emergency changes.

Skills

IT support

L2/L3 incident handling

Vendor coordination

Problem remediation

Education

Bachelor's degree in Information Technology

Job description

Technical Analyst (Service Support) Melton-City-Council•Long Forest, VIC, AU

Job Description

Band 6 - Salary Range $97,926 to $106,637 per annum + 12% Super + ADO

Salary offered will depend on level of skills and experience.

Why join Melton City Council?

Melton City Council is proud to serve one of Australia's fastest-growing and most diverse communities. We are a forward-thinking local government committed to creating a city where everyone feels welcome, supported, and empowered.

As a Council, we are driven by innovation, inclusion, and excellence. We deliver high-quality services and infrastructure, promote lifelong learning, and champion health and wellbeing across our municipality. Our team plays a vital role in shaping a vibrant, sustainable future for our residents.

Working with us means being part of a collaborative and inclusive culture that values your growth. We offer:

• Professional and personal development opportunities
• Generous leave entitlements and flexible work arrangements
• A dynamic workplace close to home, surrounded by heritage charm, green spaces, and modern amenities

Join us and help build a city that thrives—where your work makes a real difference every day.

The Opportunity

The Innovation & Transformation department contributes to this vision by transforming Melton City Council service delivery to achieve operational excellence, build community trust and enhancing citizen experience when engaging with council services.

We are seeking a talented Technical Analyst to join our Innovation & Transformation IT team. You will play an important role in transforming our service delivery and enhancing operational excellence.

Be part of a team dedicated leveraging your technical expertise to serve and support the needs of Council staff, analyse and resolve complex IT issues along with managing continuous improvement of our systems and processes.

Key Responsibilities

• Provide support to the current business information systems for enhancements, patches, and upgrades, including testing, issue resolution, and deliver end-user support and training to subject matter experts with regular supervision.
• Identify and mitigate risks to performance, security, continuity, and availability of information systems, resolve significant technical issues, and assist the service desk in providing effective customer and end-user support subject to regulations and policies.
• Investigate and identify the root cause of incidents or IT service delivery problems and develop plans to remediate these issues and provide input into the development of policy.
• Manage the IT Change control process to execute all changes in a controlled manner, including standard and emergency change procedures.

About you

To be successful in this role you will have the following:

• Tertiary qualification in an Information Technology-related field with some relevant experience or a less formal qualification with substantial experience working within a medium-sized corporate environment in the field of information technology.
• Demonstrated ability to provide application support in a similar operating environment.
• Experience in addressing and resolving L2/L3 service incidents, working with vendors to determine and fulfil small work packages such as product upgrades, vendor patches, applications, and server investigations.
• Experience with identifying the root cause of incidents or IT service delivery problems and developing plans to remediate these issues.

Culture and Values

Our vision for our community is to be:"A vibrant, safe and liveable city accessible to all" and that means there's a place here for you too. Our organisational values represent us as an established growth Council and the values are reflected in everything we do; our decision-making, our actions and our service provision to the community. Council has a diverse and vibrant organisation and we'd love to have you join us to help shape a city for the future.

We are Vibrant MELTON. Our values are:

• Motivate
• Empower
• Lead
• Trust
• Open
• Nurture

There are a number of great reasons why our people love working at Melton City Council:

• Additional $500 per annum pro rata superannuation for female employees over the age of 45
• Access to the Local Government Employee Health Plan (GMHBA) with exclusive benefits
• 16 weeks Paid Parental Leave (Super is paid during parental leave)*
• 3 weeks Paid Secondary Carer Leave*

*Eligible for Full Time positions or for Fixed term positions eligible after 12 months of employment.

We strongly encourage job applications from Aboriginal and Torres Strait Islander people, people with disabilities, LGBTIQA+ and people from culturally diverse backgrounds. If selected for an interview and you require any additional support or adjustments regarding interview arrangements, please advise the contact listed above in advance.

To be eligible for employment at Melton City Council you must be legally entitled to work in Australia.

All successful applicants will need to undertake pre-employment requirements including but not limited to a satisfactory criminal history record check. Successful applicants must be able to comply with any public health orders applicable to local government.

Melton City Council is committed to being a child safe organisation and has zero tolerance for child abuse.