Systems Support Analyst - Work Integrated Learning

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 escalate 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