Senior Support Technical Analyst

Band 8 - Salary Range $127,546 to $142,788 per annum + 12% Super + ADO

Salary offered will depend on level of skills and experience.

The Opportunity

At the Melton City Council, we strive to create a vibrant and liveable city accessible to all. The Innovation & Transformation department contributes to this vision by transforming service delivery to achieve operational excellence, build community trust and enhance citizen experience.

As the Senior Support Technical Analyst, you are empowered to lead the technical support analysts to resolve complex technical issues and maintain the operational integrity of the technology platform. You will play a pivotal role in maintaining technology platform availability and supporting the IT service desk.

Key Responsibilities

• Organise, guide, and support the IT Technical Analysts team in providing 2nd and 3rd line support of IT services to the organisation.
• Identify and classify underlying issues and root causes, opportunities, and timely resolution or recommendations for improvements to prevent recurring incidents.
• Maintain and configure the technology platform in support of the IT service portfolio and agreed levels of service, including the preparation and execution of tests.
• Develop and maintain a technical analyst resource plan and schedule.

About you

• Degree or diploma in business, commerce, customer services, or information technology-related discipline and substantial experience working within a corporate information technology environment managing customer service delivery.
• Experience leading and developing a technology platform management and support team that provides 2nd and 3rd level business information system support within a medium-sized organisation.
• Lead, mentor, motivate and develop staff members.

Culture and Values

Our vision for our community is to be "A vibrant, safe and liveable city accessible to all". Our values are: Motivate, Empower, Lead, Trust, Open, Nurture.

Benefits

• Professional and personal development opportunities.
• Generous leave entitlements and flexible work arrangements.
• A dynamic workplace close to home, surrounded by heritage charm, green spaces, and modern amenities.
• Additional $500 per annum pro rata superannuation for female employees over the age of 45.
• Access to the Local Government Employee Health Plan (GMHBA) with exclusive benefits.
• 16 weeks Paid Parental Leave (Super is paid during parental leave).
• 3 weeks Paid Secondary Carer Leave.

EEO Statement

We strongly encourage job applications from Aboriginal and Torres Strait Islander people, people with disabilities, LGBTIQA+ and people from culturally diverse backgrounds.

Key Selection Criteria

• Degree or diploma in business, commerce, customer services, or information technology related discipline and substantial experience working within a corporate information technology environment managing customer service delivery.
• Experience leading and developing a technology platform management team that provides 2nd and 3rd level business information system support within a medium-sized organisation.
• Ability to lead, mentor, motivate and develop staff members and manage specialist resources to deliver operational and service improvement outcomes.
• Proficient in applying process-driven (service lifecycle) and change-driven (agile) approaches using methodologies such as COBIT, ITIL, Scrum, and DevOps.
• Excellent verbal and written skills to communicate effectively to staff.