Business Systems Support Officer (Two Roles)

Position Description
Central Highlands Water

Integrity
Teamwork

Leadership
Care

Business Systems Support Officer

Classification Level , Central Highlands Water Enterprise Agreement

Team, unit Business Systems, IT/OT Operations

Division ICT & Digital

Work location Learmonth Road, Wendouree / Hybrid

Employment type Up to Full-time.

Flexible options available: part-time work, purchased leave, varied start and

finish times, working from alternative locations and -day fortnights.

Position reports to Business Systems Team Leader

Our Values

Our vision: Our Water – Our Customers – Healthy Living

Our mission: Together, we provide quality water and wastewater services safely, efficiently and sustainably to
communities in the Central Highlands Region

Our values: Integrity, Teamwork, Leadership and Care

Organisational Environment

At CHW' Safety is Everyone's Priority. We are committed to the safety of our people, customers and the community
we serve, and we have a zero-tolerance toward harassment or violence within the workplace.

We have an inclusive workplace that embraces diversity and difference. We believe all jobs can be worked flexibly,
and we actively encourage job applications from Aboriginal people, people living with disability, LGBTI and people
from varied cultural backgrounds.

We encourage employees' continuous professional development. Employees are supported in keeping abreast of
current industry best practices and are encouraged to take an active personal interest in staying informed of
professional practices, standards and latest trends.

We believe that everyone has the capability to show leadership, regardless of their formal level of authority. We
expect all team members to focus their efforts on developing and displaying the leadership behaviours defined in our
Leadership Capability Framework. We have a commitment to enhancing our leadership maturity across the whole
business, through our internal Personal Leadership Program, Learn Lead Grow (LLG), and focussing on Leading
Self, Leading People and Leading the Organisation.

Purpose

Under the guidance of the Business Systems Team Leader, the Business Systems Support Officer is responsible for
providing a range of services for the facilitation, implementation, development, maintenance and technical support
of applications.

• Provide technical and business process support and advice and work collaboratively with internal and

• Guide and support continuous improvement relating to business systems and activities to develop and

• Undertake external compliance reporting activities, and analyse and address the quality and completeness

Key Duties/Responsibilities

• Provide technical advice and support to other teams and stakeholders in relation to CHW’s Business

• Monitor, manage, support and maintain a roadmap for each business system.

• Support the implementation, development and maintenance of CHW's Business Systems and related data.

• Perform business system monitoring and analysis, performance tuning, troubleshooting and escalating

• Rollout any changes to the live system in accordance with CHW’s change management procedures and in

• Act as the initial contact point between ICT and operational areas on Business Systems issues and

• Identify, document and publish knowledgebase articles addressing common issues.

• Build and maintain strong relationships with internal customers and stakeholders.

• Work closely with third party support organisations and manage the life-cycle of any associated support

• Maintain security, integrity, and privacy of CHW's business systems and infrastructure.

• Assistance in ICT audit and risk activities as required.

• Availability to work outside of regular working hours as part of a xsupport roster.

• Other duties as directed within the skills and capabilities of a position at this level.

. Authority and Accountability

• Responsible for the efficient and effective performance of all duties and key responsibility areas within the

• Accuracy and timeliness of support and advice with the implementation, development and maintenance of

• Coordination and management of external contractors or consultants who contribute to the solution outcome

• Accountable for the provision of professional and positive first point of contact service to CHW customers.

• Constructively contribute to creating and maintaining CHW's desired culture by demonstrating CHW's values

• At all times, create, maintain and foster a safe work environment and ensure compliance with the provisions

. Judgement and Decision Making

• Make decisions based on their understanding and knowledge of the version upgrade project,

• Resolve all business systems technical, implementation and maintenance problems.

• Use discretion to prioritise and plan work outputs to meet with the requirements of the position.

• Demonstrated ability to seek solutions to customer enquiries and provide informed advice in a timely

• Able to be self-directed in problem solving and adding value maximising impact to business systems.

• Demonstrated analytical and problem-solving skills and the ability to develop a range of solutions to

• Required to exercise sound judgement, initiative and discretion in the management of suppliers and

. Specialist Knowledge and Skills

• Several years of experience in supporting, maintaining and developing business systems.

• Strong management and leadership skills in the areas of data integration, solutions analysis/design,

• Demonstrated capacity to manage time and plan and organise one's work, often under pressure and

• Well-developed working knowledge of policies, programs and instruments relevant to the role.

• Demonstrated computer skills and sound working knowledge and understanding of Microsoft Office,

• Demonstrated ability in processing and maintaining customer details accurately within IT systems.

• ITIL Foundation or above.
  

. Leadership/Management Skills

• Demonstrated skills in stakeholder management, service excellence, continuous improvement and

• Demonstrated good time management skills with the ability to effectively plan, organise and manage

• Demonstrated ability to work respectfully and collaboratively in a cross-functional team responding to

• Ability to liaise professionally and effectively with other counterparts internally and externally when

. Interpersonal Skills

• Developed communication, interpersonal and public relations skills to enable effective, courteous and

• Demonstrated sound levels of internal and external customer service with the capacity to treat all

• Demonstrated ability to work effectively and collaboratively as part of a team, build a personal rapport

• Demonstrated ability to deliver technical concepts to a non-technical audience.

. Qualifications and Experience

• Tertiary qualification in IT or experience within a similar role providing ICT application/system support

• ITIL foundation certificate is preferred.

• Demonstrated experience with Microsoft desktop products and peripherals in a commercial environment

• Current Victorian Drivers Licence.
  

Key Selection Criteria

• Proven ability to liaise with internal and external customers to ensure appropriate business processes

• Demonstrated experience in developing or implementing appropriate standards and procedures and

• Demonstrated experience in supporting a newly commissioned business system.

• Understanding of techniques to contribute to the learning environment.

• Relevant specialist knowledge and skills.

• Relevant qualifications and experience.