Oracle Service Desk Officer

Location: Melbourne - CBD and Inner Metro suburbs

Reference: 12304

About Us

The Department of Government Services (DGS) wasestablishedon 1 January 2023 to improveeveryone's experience of doing business and interacting with the Victorian government.We bring important day-to-day services together in one department to make things easy and seamless for Victorians and businesses.We are doing this by connecting and digitising our systems and platforms across state and localgovernment as well as streamlining our corporate and procurement services.

The Oracle Service Desk Officer provides critical support for Oracle systems, focusing on user access management, ticket triaging, and helpdesk services.The role willmaintainsecurity integrity through precise lifecycle management in ServiceNow or Jira while supporting the Service Delivery Manager inoptimizingsystem processes and documentation.

Key Accountabilities

Assess,prioritiseand manage incoming Oracle system incidents and requests, resolving issues at first contact where possible.

Maintainaccurate,timelyand professional ticket updates and audit trails, ensuring stakeholders are kept informed.

Manage user onboarding/offboarding, roleprovisioningand password resets in line with security, accessmanagementand segregation-of-duties requirements.

Provide administrative and coordination support to the Service Delivery Manager, including tracking actions and coordinating system maintenance activities.

Identifydocumentation gaps and develop and review Knowledge Base Articles to improve self-service and Tier 1 support effectiveness.

About You

To be successful in this role, you will need topossessthe followingattributes:

Excellent written and verbal communication skills, with the ability to provide clear and professional information to stakeholders.

Strong logical reasoning skills with the ability to isolate, analyse and resolve issues effectively.

Demonstrated commitment to delivering high-quality, responsive customer service.

Experience using ServiceNow, Jira or similar platforms to manage incidents and service requests in line with ITIL standards.

Experience with Oracle ERP user access management, including roles, permissions and security profiles, and knowledge of finance systems and processes is highly desirable.

This roleisOngoingandis only open to applicants with relevant rights to work in Australia.

Other relevant information

To be eligible for appointment to this role, applicants willpossesscorresponding work rights for the advertised employment period. Appointment to an ongoing role is only available to an Australian/New Zealand citizen or an Australian Permanent Resident.Preferred applicants willbe requiredto undertake pre-employment screening.DGSactively promotes diversity,inclusionand an equal opportunity workplace. We welcome applicants from all diverse backgrounds, including people with disabilities and Aboriginal and Torres Strait Islander peoples. All roles atDGScan be workedflexibly,however it may differ from role to role.

Applications close Wednesday 9 September 2026 at 11.59pm