Technology Adviser

State of Victoria; City of Melbourne; On-site; AUD 101,000 - 114,000; Full time

Job summary

State of Victoria seeks a Technology Advisor to maintain and improve Helpdesk systems, data and reporting used to support VCE and NAPLAN assessment services in Victoria. The role involves data imports, updates to school and stakeholder records, system configuration and operational reporting.

You will analyse data to produce dashboards, support service planning and escalation processes, and act as a subject matter expert for Helpdesk data.

Qualifications

• Essential: experience in a helpdesk or technical support role in a high-volume, service-oriented environment.
• Desirable: experience supporting business systems, reporting tools and data processes with Salesforce, Power BI and workflow tracking.

Responsibilities

• Support the operation and continuous improvement of Helpdesk systems including Salesforce CRM, Power BI and Asana.
• Analyse Helpdesk and program data to produce reports and dashboards to support planning and decision-making.
• Provide guidance and training on Helpdesk data and systems to colleagues.

Skills

Helpdesk experience

Technical support

Tools

Salesforce

Power BI

Workflow tracking tools

Job description

About the Division

The Assessment Division brings together all functions of the Victorian Curriculum and Assessment Authority (VCAA) related to assessment: policy design, development and conduct of assessments, marking and results.The Operations branch is part of the VCAA's Assessment Division and supports the delivery of VCE and NAPLAN assessment programs and services across Victoria.

Its work includes assessment logistics, marking coordination, results calculation, helpdesk administration, certification services, special provision processes, assessment data operations, and support for digital platforms including Insight.

Role PurposeThe Technology Advisor supports the effective operation, maintenance and continuous improvement of systems, data and reporting processes used to deliver VCAA assessment support services.

The role manages and maintains key Helpdesk systems, including Salesforce CRM, Power BI and Asana, and supports activities such as data imports, updates to school and stakeholder records, system configuration, data quality assurance, workflow tracking and operational reporting.

The role analyses Helpdesk and program data to produce reports, dashboards and insights that support planning, resourcing, escalation processes, service improvement and decision-making during key assessment periods.

The role also acts as a subject matter expert for Helpdesk data and technical systems, providing guidance, training and support to colleagues.

Attributes

The successful applicant will have strong digital and technical literacy, sound analytical skills, and the ability to use data to identify issues, monitor trends and support service improvement. They will be highly organised, accurate and responsive, with strong attention to detail and the ability to manage competing priorities in a time-sensitive operational environment. The role requires a proactive problem-solving approach, confidence working with systems and reporting tools, and the ability to explain technical or data-related information clearly to colleagues and stakeholders with varying levels of system knowledge. The successful applicant will also be able to work collaboratively, support others to use systems effectively, and contribute to continuous improvement across helpdesk operations.

Qualifications and Experience

• Essential: experience in a helpdesk or technical support role, preferably in a high-volume, service-oriented environment.
• Desirable: Demonstrated experience supporting business systems, reporting tools and data processes in a high-volume operational service delivery environment is required. The successful applicant will need strong practical experience using customer relationship management or case management systems, reporting tools, workflow tracking tools, online platforms and databases to maintain accurate records, validate data, generate operational reports and support service planning. Experience with Salesforce, Power BI and workflow tracking tools, or comparable systems, will be highly regarded.
• Knowledge of VCAA assessment support services, Victorian school administration processes, helpdesk operations, and assessment-related policies, protocols and procedures will be highly regarded.

Employment Details

Salary: $100,894 - $114,476 (Plus Superannuation of 12%)

Ongoing

Usual hours of work: Full time (flexible work conditions may be/are available)

This role will require work outside standard business hours during peak operational periods to meet business requirements.

Usual work location: 189 Urquhart Street, Coburg

Employee Diversity & Inclusion

The department values diversity and inclusion in all forms - gender, religion, ethnicity, LGBTIQ+, disability and neurodiversity. Aboriginal and Torres Strait Islander candidates are strongly encouraged to apply. For more information about our work, working for the Department, diversity and inclusion, and our employment conditions visit the Department website and our Diversity and Inclusion page

Information about the Department of Education's operations and employment conditions can be located at www.education.vic.gov.au.

Additional Requirements

Preferred applicants may be required to complete a police check and may be subject to other pre-employment checks.

Information provided to the Department of Education will be treated in the strictest confidence.

Closing Date

Applications close 11:59pm on Tuesday 22 September 2026.