Computer Systems Officer - Business Systems Maintenance

Are you interested in joining a team that supports the departments Learning Management System for our schools and corporate staff? Learning Applications is seeking a dynamic Computer Systems Officer with robust technical and troubleshooting skills to join our team.

This is a permanent position offering an exciting opportunity for the successful candidate to play a pivotal role in providing support and resolving incidents related to QLearn - an intricate ecosystem of interconnected platforms, third-party enterprise applications, and SaaS platforms.

This position will investigate, implement, manage, monitor, and troubleshoot issues related to the QLearn ecosystem by performing technical diagnosis and working in close collaboration with cross-functional teams, including various technical experts, school staff, corporate teams and vendors.

About the Department of Education

The Department of Education are dedicated to building an inclusive and diverse workforce that reflects the community and schools we support by treating everyone with respect and dignity. This starts recruitment and selection. The methods of assessing suitability in the recruitment process may vary. This includes making reasonable adjustments to support applicants at all stages of the process and employee lifecycle.

About the Role
As a Computer Systems Officer, you will play a pivotal role in investigating, troubleshooting, implementing, and coordinating the resolution of issues across the QLearn ecosystem, which consists of a range of platforms and applications (with the major componets being Canvas, OpenEquella, and intricate SQL integrations).

As QLearn is an evergreen product (meaning the platforms are continuously changing and evolving; never becoming out of date or obsolete) the successful candidate will have the opportunity to work with the latest advancements in Learning Management Systems on an enterprise scale, encouraging continuous growth with new opportunities and challenges.

Your responsibilities will be to:

• Provide strong technical support capability to investigate, diagnose, troubleshoot, problem solve and manage issues within QLearn, both independently and in collaboration with various teams; and when necessary, escalate issues for resolution.
• Promote and maintain healthy, productive vendor relationships to ensure the consistent delivery of high-quality services that align with departmental requirements.
• Review, maintain, and contribute to shared technical knowledge and business processes across multiple support teams.
• Triage incoming support tickets and assist with the coordination and resolution of Incidents management by working closely with internal technical teams and external vendors.
• Identify, contribute, and implement operational improvements for the long-term success of the Learning Applications Team.
• Maintain currency of technical knowledge, through research, training and investigation of the latest technology used within QLearn.

About You

• To excel in this role, it would be highly desirable to process the following skills and experience:
  Demonstrated ability to troubleshoot and problem solve complex IT problems.
• Demonstrated ability to maintain and manage vendor relationships, ensuring appropriate escalation, coordination and communication.
• Experience in successfully triaging IT support requests, incidents, problems and stakeholder requests.
• Exceptional communication and interpersonal capabilities to liaise effectively with stakeholders across the organisation.
• Demonstrated ability to embrace change with ambiguity, and respond flexibly to changing expectations, technologies, and requirements.
• Be optimistic, customer focused, and detail-oriented, with a focus on process improvement and optimization.
• Familiarity with Canvas and SQL would be advantageous, but not mandatory.

How to Apply

• Please attach a brief resume including contact details for 2 referees (referees should have an understanding of your relevant previous work history);
• Please provide a short, written response (maximum 2 pages) on how your experience, abilities, knowledge and personal qualities would enable you to achieve the key responsibilities and meet the skill requirement of the role.

We welcome all applicants to share any support needed to ensure our recruitment process is inclusive. 

Applications remain current for 12 months from the closing date and may be considered for appointment to identical or similar vacancies within the Department. 

Applications from recruitment agencies will not be accepted. 

When working in regulated employment an employee must have a current Working with Children Clearance (blue card) issued by Blue Card Services.

Salary rate shown is reflective of full-time (1.0 FTE). 

The Department of Education is a family inclusive workplace. Click here to find out more about our Inclusion and Diversity strategies. ( https://alt-qed.qed.qld.gov.au/working-with-us/induction/department/human-resources/inclusion-and-diversity#:~:text=Pathways%20to%20Parity,participate%20fully%20in%20our%20workplaces. )