Application Support Officer

CSIRO • Melbourne, VIC, AU • 3m ago

Acknowledgement of Country

CSIRO acknowledges the Traditional Owners of the land, sea and waters, of the area that we live and work on across Australia. We acknowledge their continuing connection to their culture and pay our respects to their Elders past and present. View our vision towards reconciliation

Child safety

CSIRO is committed to the safety and wellbeing of all children and young people involved in our activities and programs. View our Child Safe Policy.

The opportunity

Become a subject matter expert in key software platforms supporting CSIRO’s operations.
Collaborate with diverse teams and stakeholders across a national organisation.
Access ongoing professional development & opportunities to support new initiatives

As the Application Support Officer you will provide first and second-level support across a range of software platforms including DocuSign, 6Clicks, Donesafe, and Rejig (Talent Marketplace). In this role, you’ll become a functional expert and user champion in one or more platforms, using your knowledge to improve user capability and support platform adoption.

Working closely with the Support Lead and broader team, you’ll coordinate and deliver responsive, high-quality support services with a strong focus on user experience. The role involves close collaboration with stakeholders and distributed teams across the portfolio, with opportunities for professional development and involvement in emerging platforms and initiatives.

Your duties will include:

Provide Level 1 and Level 2 support for nominated platforms in accordance with the SLAs governing the support of the platform, delivering timely solutions and responses to ensure that user issues are resolved efficiently.
Become a trusted advisor within CSIRO by building strong relationships with business users and providing best-practice advice and training to deliver effective business outcomes.
The role requires a disciplined approach to maintaining high-quality support ticket records. This includes timely and accurate updates to ticket status, ownership, and resolution details. Candidates are expected to contribute to the continuous improvement of the team's knowledge base by documenting issue histories, root causes, and solutions in a clear and reusable format. These practices support operational transparency, reduce duplication of effort, and enable efficient knowledge sharing across the organisation.
Undertake day-to-day platform administration tasks, including user provisioning, establishment of user roles, routine maintenance, and other related tasks as needed.
Manage support and incidents by monitoring and responding to requests received via the team's service queue, triaging and escalating incidents according to the agreed incident management processes, and liaising with service providers when necessary

Location: All CSIRO Sites in Australian major cities considered

Salary: AU$96,811 - AU$109,527 plus up to 15.4% superannuation

Tenure: Indefinite

Reference: 100483

To be considered you will need:

A relevant certificate, diploma, or degree in Information Technology, Computer Science, or a related field, or equivalent experience supporting enterprise software platforms or IT systems.
Demonstrated experience working in an operational support role, assisting with user support and contributing to the monitoring and resolution of platform-related service issues.
Experience supporting the administration or configuration of an enterprise software platform.
Strong verbal and written communication skills, with the ability to work effectively with both business and technical stakeholders.
Awareness of data privacy, security, and governance principles as they apply to enterprise platforms and information systems.
Strong attention to detail, with a willingness to take ownership of assigned tasks and contribute to effective issue resolution.
Good organisational and analytical skills, with a structured approach to solving problems and delivering support outcomes.
Ability to manage multiple tasks or service requests, meet deadlines, and adapt in a dynamic work environment.
Demonstrated customer service mindset, with the ability to communicate clearly and support users in resolving platform-related issues.
Willingness to show initiative and seek out solutions with appropriate guidance and support.

Desirable:

Experience providing support for DocuSign, Donesafe, Rejig, 6Clicks, or other similar enterprise platforms.
Experience monitoring or managing service requests in platforms such as ASM, Jira, or Jira Service Desk.
Exposure to Azure SaaS platform administration tasks, such as assisting with application registrations, certificate renewals, client secret updates, and authentication configuration

For full details about this role please review the Position Description

Eligibility

Applications for this position are open to Australian Citizens, the successful candidate will be required to obtain and maintain a security clearance at the NV1 Appointment to this role is subject to provision of a national police check and may be subject to other security/medical/character requirements.

Flexible working arrangements

We work flexibly at CSIRO, offering a range of options for how, when and where you work.

Diversity and inclusion

We are working hard to recruit people representing the diversity across our society, and ensure that all our people feel supported to do their best work and feel empowered to let their ideas flourish.

About CSIRO

At CSIRO Australia's national science agency, we solve the greatest challenges through innovative science and technology. We put the safety and wellbeing of our people above all else and earn trust everywhere because we only deal in facts. We collaborate widely and generously and deliver solutions with real impact.

CSIRO is committed to values-based leadership to inspire performance and unlock the potential of our people.

Join us and start creating tomorrow today!