ICT Project Support Officer

EDT Global are happy to bring to market an exciting opportunity to join NSW Govt department in the heart of Sydney CBD. The Govt Dept are looking to bring into the team an experienced Project Support Officer to assist with day to day provides planning, scheduling and business support functions for the Referral Management System (RMS).

The successful candidate will be an ITIL trained and experienced individual in working with custom built software systems in complex government environments. This position operates within a small team and needs a project officer who has participated in ICT support before and who has a broad skill set across projects and ICT Service Support. This requires a motivated and confident senior applicant that can demonstrate their experience

THE ROLE WILL BE RESPONSIBLE FOR

- Supporting service requests from business users and NGO's relating to the referrals of child placements, taking calls and responding to emails sent to RMS support.
- Maintaining system documentation and interacting with the system support teams
- Maintaining user training and system documentation and assisting new users to understand the system
- Representing the business users during the development, test and implementation phases of system improvement projects
- Helping to develop test cases to support System Integration and User acceptance Testing
- Supporting UAT testers during the test phases
- Assisting and supporting on-going data quality remediation processes

KEY RESPONSIBILITIES

- Provide project support for new releases and planned development including preparing schedules and maintaining risks and issues registers
- Maintain the business support email and phone contact for the Referral Management System, taking both service requests and system incident reports
- Record incidents of system issues, provide simple support for NGO's that are using the system, setting up users, fixing password issues and unlocking accounts
- Record service requests for user training and for new user accounts to be set up. Respond to customer requests promptly and professionally
- Develop your knowledge of the system to become the senior user and represent the system in discussions around system support and future direction
- Maintain documentation of the system and how it is used and who by and what functions it performs
- Make recommendations as to how to improve the system and develop its functions within the business

KNOWLEDGE, SKILLS AND EXPERIENCE

- 3+ years experience in ICT projects either as a project officer or as a PMO assistant
- Experience in assessing and identifying risks and issues and managing risk and issue registers
- Demonstrated clarity in written communications
- Strong commitment to a methodical approach and attention to detail
- Experience in working with ICT groups supporting large government departments
- Ability to work in an environment that fosters cooperative team and stakeholder relationships.

All applicants must be eligible to work in Australia at time of application