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ABOUT THIS INFORMATION KIT
Thank you for your interest in employment with EastLink.
This Employment Information Kit provides you with the relevant information you need about this opportunity to help
you decide whether to apply for this position.
Outlined in this document are details about EastLink, information about the recruitment department and position, the
selection process and information on how to prepare your application.
You are encouraged to read this information carefully in order to develop an understanding of the requirements. You
should assess yourself against the key selection criteria before deciding to apply for the position and prepare an
application according to the guidelines outlined in this information kit.
RECRUITER CONTACT DETAILS
Telephone enquiries for this position can be directed to Robyn Morrison 03 9955 1774.
Unless otherwise stated, correspondence in relation to this position should be forwarded to:-
Human Resources
EastLink
2 Hillcrest Avenue
(PO Box) 804
Ringwood Victoria 3134
Candidate applications can be submitted via email in Microsoft Word or PDF format to
[email protected]
System Analyst
ABOUT EASTLINK
ConnectEast is the owner and operator of EastLink, Melbourne’s second fully-electronic tollway and, since its
opening in June 2008, already one of the busiest roads in Victoria.
EastLink comprises about 39km of freeway-standard road and connects the Eastern Freeway in Melbourne’s east to
the Frankston Freeway in the south. EastLink also includes the Ringwood Bypass and Dandenong Bypass as
untolled additions to the state road network.
EastLink was delivered by ConnectEast under the Victorian Government’s Partnerships Victoria framework with a
construction cost of Au$2.5 billion.
The motorway saves drivers valuable time and provides the fast-growing eastern and southern regions of Melbourne
with a more efficient and accessible transport network, as well as a 35km shared bicycle and walking path for local
residents, wetlands and revegetation of open space areas and parkland.
Currently EastLink employs more than 150 people in a range of highly specialised operational and support roles
across the organisation including:
• Asset and Road Management • Operations
• Information Technology • Legal
• Corporate Affairs • Human Resources
• Customer Service • Marketing
• Finance • Risk, Safety and Internal Audit
With the lowest private tolls in Australia, EastLink is committed to providing Victorians in Melbourne’s rapidly growing
eastern and south-eastern suburbs with an affordable travel option, supported by high quality and friendly customer
service.
OUR VALUES
We Care about our employees, colleagues, customers, the environment and the EastLink asset.
Safety is at the forefront of all of our decisions, we look after each other and everyone on EastLink.
We encourage One Team and share ideas across the organisation and with others and turn what we learn into
smarter ways of working.
We deliver on our commitments and take Accountability for our own actions.
System Analyst
RECRUITMENT PRIVACY STATEMENT
EastLink is committed to protecting privacy and maintaining the confidentiality of personal information collected in
the course of carrying out its functions in accordance with its obligations set out in the Concession Deed.
Consistent with EastLink’s Privacy Policy, this statement outlines Human Resources policy for dealing with resumes
and other personal information that may be disclosed to EastLink in relation to employment opportunities with the
organisation.
During the recruitment and selection process EastLink collects a range of personal information such as resumes,
academic transcripts and references. Further personal information may also be collected during the selection
process including, but not limited to, telephone screening, telephone interviews, psychometric assessments,
competency and skills assessment, health information, criminal history and reference checking.
This information will be treated in the strictest confidence and will only be used for the purpose of tracking an
application’s history, assessing a candidate’s suitability for employment and eligibility for an appointment with the
organisation and to improve EastLink’s recruitment and selection processes through periodical analysis.
In performing its functions, Human Resources may also disclose the information provided by candidates to referees,
recruitment agencies and other third parties who assist EastLink in the recruitment and selection process.
Human Resources may also disclose information provided by candidates internally for the purposes of consideration
for other employment opportunities within EastLink. Candidates should advise EastLink if they do not wish to be
considered for a position other than the position applied for.
Candidates will be sourced directly and through third party agencies. All candidates will have access to an
Employment Information Kit or Position Brief and be provided information about the organisation’s identity, values,
employment policies, hiring department, role responsibilities, inherent requirements, behavioural competencies,
selection processes and other important employment information.
The provision of personal information in the context of an employment application is voluntary, but where information
is not provided or is insufficient or inaccurate, EastLink may be unable to fully process the application or properly
consider the candidate’s suitability or eligibility for employment.
Candidates may submit modified information or additional information for consideration in relation to their application
up to the closing date, if any, for the advertised vacancy. If at any time a candidate’s details change, the candidate
may correct the information held by EastLink.
Information collected during the recruitment and selection process will be stored securely either in a confidential
electronic file or in a locked cabinet. Hard copy information collected will be destroyed after three (3) months via a
confidential waste paper disposal method.
The information provided by candidates who are subsequently successful in their application will form the basis of
their employment records.
All queries in relation to employment applications should be directed to Human Resources on 9955 1700.
System Analyst
ABOUT THE POSITION
THE POSITION
The purpose of the Systems Analyst role is to analyse system requirements, support and implement changes and
ongoing improvements to the tolling systems to enable agreed business outcomes in a reliable, secure and
governed manner. The system analyst manages the tickets that are raised from the business with regards to the
applications within the tolling environment.
The system analyst recommends operational improvements across systems and processes, the role captures,
defines and documents system‑level functional and non‑functional requirements, translating business intent into
technical system outcomes.This role generates operational and analytical reports, supports system change delivery,
and contributes to testing activities to ensure solutions meet defined acceptance criteria.
THE DEPARTMENT
The IT Team has a commitment to accountability, collaboration, and growth. It promotes open communication,
purposeful planning, recognition, respectful behaviour, and team-building to create a supportive and engaging work
culture.
ROLE RESPONSIBILITIES
Key tasks of the System Analyst role include, but are not limited to:
Support and Maintenance
- Maintain and enhance the IT knowledge base by documenting system behaviour, processes, procedures and
incident resolutions.
- Monitor tolling systems and respond to incidents and alerts within agreed service levels (ITILv4 based).
- Analyse and resolve system issues across core tolling components, including BIS, TOS, IPS & EVD.
- Operates as Level 2 application support, acting as an escalation point between Level 1 service desk activities
and Level 3 application or vendor support.
o Responsibilities include troubleshooting incidents, collecting and analysing technical information,
System Analyst
assessing system behaviour and determining whether issues can be resolved at Level 2 or require
escalation.
- Perform Level 2 investigation by analysing logs, data flows, integrations and system behaviour.
- Provide ad‑hoc and standard operational and management reporting as required.
- Provide authorised data extracts to third parties in accordance with governance and approval requirements.
- Act as a custodian of the core tolling systems by safeguarding system intellectual property, documentation,
operational reliability, security and solution quality; ensuring systems are maintained in a stable, secure and
supportable state.
Tolling System Changes and Projects
- Participate in scoping activities, workshops, estimation and solution discussions for system changes and new
initiatives.
- Develop detailed system‑level functional and non‑functional requirements for changes and new systems.
- Translate requirements into system specifications, process models and technical documentation.
- Act as a technical liaison between business stakeholders, delivery teams and external suppliers.
- Support the coordination and prioritisation of system changes in line with agreed delivery plans.
- Maintain accurate traceability of system requirements, changes and decisions.
- Support supplier deliverables through testing, validation and acceptance activities.
- Contribute to implementation planning, rollback planning and operational readiness.
- Develop and maintain operational procedures, work instructions and documented manual workarounds
where required.
Test and Automation Framework
- Prepare and execute test cases based on system specifications and acceptance criteria.
- Participate in test sprints under the coordination of the Test Lead.
- Validate outcomes and raise, track and retest defects.
- Support regression testing and release validation activities.
- Use and apply approved automation frameworks and tooling as part of system delivery and testing activities.
- Follow defined automation standards, governance requirements and quality criteria.
- Collaborate with the Automation SME to ensure system changes are automation‑ready.
Reporting
- Maintain the BIRT reporting tool within BIS, ensuring that it is maintained to the latest version and the system
remains operational given changes to the IT infrastructure.
- Update and enhance documentation relating to the BIS reporting framework, including a user guide and
system configuration guide.
- Maintain and enhance the suite of reports within BIS as requested by the business and IT. Add new reports
to the suite where appropriate and modify existing reports when required by changes in BIS.
- During testing of BIS releases ensure that the reporting function remains operational and correct.
- Maintain awareness of new technologies that may assist ConnectEast and advise the Systems Analyst Lead
for consideration.
System Analyst
Risk Management
- Alert the Systems Analyst Lead to the presence of risks within the context of the IT systems and applications.
- In conjunction with the other staff, minimise the risk of incurring financial KPI penalties through the early
identification of issues and the implementation of corrective actions to mitigate risks of non-compliance.
- Understand and apply knowledge on the policies, procedures and work instructions provided by ConnectEast.
Other Applications Team Roles Boundaries (for context)
- Systems Analyst Lead owns core tolling application requirements and technical coordination and
implementation decisions.
- Automation SME owns automation, data governance and automation quality-gate acceptance criteria.
- Tolling SME is accountable for advising on strategic tolling decisions and acts as the primary liaison between
the business and IT, translating business needs into clear actions for the Applications team, in line with IT
priorities and governance.
- Test Lead owns the test strategy, test execution, test capacity and release quality assurance.
- Applications Support Team Leader owns the day-to-day operation of production and non-production
environments and technical coordination and implementation decisions.
- Applications Support Engineer owns Level 2 service desk support related to the server/operating system level
in production and non-production environments.
KEY COMPETENCIES
Formal Education
- Tertiary qualification in Information Technology, Computer Science, Software Engineering, or a related
discipline (desirable), or equivalent industry experience.
Work Experience
- Demonstrated experience in systems analysis, technical problem solving and solution design within an
operational IT environment.
- Experience working in fast‑paced, service‑oriented environments, balancing BAU support with system
change delivery.
- Exposure to high‑volume, transactional systems, preferably within regulated or customer‑facing
environments.
- Proven ability to analyse, interpret and document system behaviour and data to support investigation,
decision‑making and continuous improvement.
- Proven ability to collect, structure and document information in a clear and disciplined manner to support
analysis, testing, audit and operational use.
- Proven ability to apply knowledge gained through formal training and hands‑on experience to evaluate
technical information, resolve system issues and support informed decision‑making.
- Prior knowledge of the ITILv4 framework, experience and/or any level of certification in ITILv4 is preferred.
Key Competencies
- Highly organised with solid time management and prioritisation skills
- Professional and confident communication style-written and verbal
System Analyst
- Solid attention to detail with a focus on accuracy
- Demonstrated ability to manage multiple tasks under limited supervision
- Collaborative team player who can also work independently
Core Capabilities
- Communication: Communicates clearly and respectfully, listens and encourages input from others.
- Documentation & Compliance: Ensure accurate, accessible documentation and embed compliance into
everyday practices to support efficiency and informed decision-making.
- Continuous Improvement: Encourages and suggests new ideas and demonstrates a commitment to
improving processes and services that support team objectives.
- Planning, Prioritisation & Decision Making: Plan and organise work in line with organisational goals and adjust
to changing priorities.
- Project Management: Manage time, resources and projects effectively and efficiently to achieve successful
outcomes.
- Teamwork & Collaboration
o Ensure respectful, inclusive and supportive collaboration across teams and contribute to shared
goals.
o Team members are expected to support Team Leader, SME and Manager responsibilities, sharing
systems analysis capability and support tasks workload outside defined responsibilities and
boundaries, to achieve team objectives when required.
- Attention to Detail: Apply care and precision to work by reviewing information thoroughly, identify errors or
inconsistencies and ensure tasks are completed to a high standard.
- Self-Motivation: Demonstrate initiative, take ownership of work and pursue ongoing learning with minimal
supervision.
- Resilience & Adaptability: Remain calm under pressure, adapt to change and manage stress effectively.
- Domain Judgement & Decision Support
o Make operational and system‑level decisions relating to tolling system support, investigation and
change delivery within approved standards, architectural direction and governance frameworks.
o Exercise judgement during incident resolution and change implementation, including making
informed decisions where information may be incomplete, drawing on system knowledge, historical
context and documented standards.
o Influence strategic direction, prioritisation and long‑term system roadmap decisions provided by
SMEs, Systems Analyst Lead, Test Lead and Applications Manager.
Technical Capabilities
- Stakeholder & Vendor Management: Build and maintain productive relationships with internal and external
stakeholders to deliver IT outcomes and manage performance expectations.
- Technical & Professional Knowledge: Apply deep technical expertise and knowledge of tools, systems and
frameworks to support IT operations.
- Innovation & Change Agility: Drive and adapt to change by applying emerging technologies, agile thinking
and continuous improvement practices.
System Analyst
- Risk Management: Identify, assess and mitigate risks across IT operations to ensure continuity and
compliance.
- IT Operations & Workflow Management: Design, manage and improve workflows, processes and service
reliability in line with ITILv4 and business requirements.
- Service & User Experience: Deliver responsive, reliable and user-centred IT services that meet the needs of
internal and external customers.
- Data Analysis: Interpret and analyse data across different operational, technical and business contexts,
applying sound data and database principles.
Exercise due diligence in the ethical, secure and appropriate use of data, considering accuracy, privacy,
security, compliance and data integrity when generating insights or supporting system and operational
decisions.
- IT Security: Protect data and systems by implementing security frameworks, controls and incident response
protocols.
- Systems & Network: Manage and optimise infrastructure, ensuring high performance, scalability and security
for systems and networks across IT services.
INHERENT REQUIREMENTS
EastLink has identified the following inherent requirements that are essential for the effective and safe performance
of this role.
PEOPLE
- Accessing, viewing and updating sensitive information which may relate to customers, employees and/or
company intellectual property;
- Honest, trustworthy and high level of integrity;
- Interacting with colleagues and senior management from across the organisation;
- Interacting with suppliers and contractors providing a service to EastLink; and
- Working independently and also within a team.
WORK ENVIRONMENT
- Adjusting ergonomic equipment such as a computer and/or chair height which may be required due to
sharing resources;
- Be eligible to hold a current security pass for EastLink workplaces;
- Working across multiple locations which requires travel between such locations;
- Working in a multi-storey building;
- Working in an open plan office;
- Working within an audited work environment, receiving regular performance related feedback; and
- Meeting reasonable occupational health and safety standards which are in direct compliance with relevant
laws.
System Analyst
RESOURCE UTILISATION
- Using technology including photocopier, fax machine,
etc;
- Using a telephone with handset or headset; and
- Using computer technology; including a large scale
visual display unit, computer keyboard, mouse and/or
scanner for extended periods of time.
PHYSICAL
- Ability to speak and be clearly understood on the telephone;
- Being seated at a desk for prolonged periods of time while operating technology;
- Concentrating for reasonably long periods of time;
- Extended reaching;
- Keyboarding tasks;
- Listening, retaining information and understanding what is said; and
- Undertaking tasks which are visually demanding or critical for long periods of time.
ELIGIBILITY TO APPLY
To be eligible for employment with EastLink, you must be an Australian citizen, an Australian permanent resident, a
citizen of New Zealand who entered Australia on a current New Zealand passport or a non-Australian citizen holding
a valid visa with work entitlements.
KEY SELECTION CRITERIA
Advertised vacancies often attract a number of very positive quality candidates so it is in your best interest to prepare
an application that will demonstrate to EastLink that you are able to satisfy the requirements of the role.
Before you begin your application it is important that you read this document carefully and decide whether your skills
and abilities match the requirements of the position. If you require additional information to make this assessment it
is recommended that you phone Human Resources for a confidential discussion.
You may also wish to research additional information which may be sourced from documents found on our Internet
site – www.eastlink.com.au
The key selection criteria outlined in the advertisement and/or this document describes the essential areas against
which EastLink will assess your employment application.
This is the most important part of your application as it is your opportunity to inform EastLink about your skills,
abilities and experience. Under each key selection criterion you should outline your relevant skills and abilities and
give relevant examples that demonstrate that you meet the requirement.
The information you provide against the key selection criteria will form the basis for short listing candidates for further
consideration. It is important that you address each criterion thoroughly but succinctly and include only information
that is relevant to the position.
System Analyst
SUBMITTING AN APPLICATION
Written applications are to be sent to the address nominated in the advertisement or this document. Your application
must arrive before the advertised closing date to ensure consideration.
As outlined above, your application covering letter should contain statements addressing the selection criteria. In
addition, a resume, which includes your personal particulars including day time contact details, employment history
(list your most recent employment first), relevant qualifications and the names and contact details for at least three
recent referees, including current manager or supervisor should also be provided.
Some things to remember:
- Be concise and organise your application
- Provide relevant examples when addressing the selection criteria
- Please don’t include copies of qualifications or certificates (these can be obtained later)
- If forwarding your application by mail, please don’t insert your application in folders, they are only discarded
and disposed of prior to your application being considered
Please be advised that applications which do not include a covering letter addressing the selection criteria
and a current resume will not be considered.
SELECTION ACTIVITIES
The selection process for this role consists of a number of important components all of which require success to be
eligible for an appointment.
INITIAL SCREENING
The selection process begins with EastLink reviewing your resume and making an assessment of your skills,
knowledge and abilities giving consideration to our education, experience and employment history and assessing
their relevance to the requirements of the position. It is important, therefore, that your application addresses all
aspects of the selection criteria as clearly as possible. Spelling and grammar are an important element to your
application, so you should review your application carefully prior to sending.
TELEPHONE SCREENING
Human Resources may contact you by telephone to discuss
your application and the position further. This is your
opportunity to represent yourself, and to discuss why you have
applied for the position. You will be able to talk about your
expectations and find out more about the position and work
environment.
INTERVIEW
Short listed candidates will be interviewed by a small selection panel at either EastLink’s Ringwood Office. If you
have any special requirements (eg. disabled parking, wheelchair access) please contact Human Resources so that
appropriate arrangements can be made.
System Analyst
The selection panel will ask you a series of behaviour based interview questions related to the selection criteria. At
the interview, the panel will be seeking to determine your relative strengths and weaknesses in relation to the
position by asking you about specific examples or occasions when you have displayed the required competencies.
You will have the opportunity to ask questions, given the chance to demonstrate your interest in and understanding
of the position and its duties. You should allow up to an hour and a half for an interview. It isn’t necessary to bring
anything with you to the interview.
Candidates short listed at this stage of the selection process may be required to attend a second round interview.
TECHNICAL SKILLS ASSESSMENT
Short listed candidates may be requested to complete technical competency assessment following the interview.
QUALIFICATIONS
If you list formal qualifications on your application, please note that you may be required to provide the original
qualifications at any time during the selection process.
However, if you are the successful applicant, either on engagement, promotion or transfer, you will be required to
provide the original qualifications prior to commencement in the position.
PRE-EMPLOYMENT CHECKS
EastLink is committed to providing a safe and healthy working environment for its employees, contractors and
visitors. To achieve this, EastLink strives to ensure that employees are not required or permitted to undertake work
for which they are not suited and to take appropriate measures to allow work to be done in a manner which will not
put any person at risk to their health and safety.
To assist EastLink in achieving this objective, short listed candidates will be required to complete a pre-existing
health declaration and must disclose any/all pre-existing injuries or diseases suffered, which, they reasonably
believe could be accelerated, exacerbated, aggravated or caused to recur or deteriorate by them undertaking this
role.
Short listed candidates may be required to undergo a vision assessment by an Optometrist and a hearing
assessment by an Audiologist prior to commencing employment. The cost of this consultation will be met by
EastLink.
REFEREES
In accordance with EastLink policy a minimum of two (2) professional referees are required. This should include,
where practicable, the most recent manager / supervisor who can be contacted to discuss the employment
application.
ELIGIBILITY FOR APPOINTMENT
Candidates who complete the selection process and meet all the selection criteria will be eligible for appointment
with EastLink. Where there are more eligible candidates than available positions, offers of employment will be
extended to those candidates whose attributes are most closely aligned with the organisation’s requirements.
System Analyst
OTHER INFORMATION
POSITION STATUS
This position is offered on a Permanent Full-time basis.
REMUNERATION
The total remuneration, which includes superannuation, offered for this role will be negotiated with the employee.
COMMENCEMENT
The commencement date for these positions is immediate start.
PROOF OF ENTITLEMENT TO WORK
Upon commencement of employment with EastLink all new employees will be required to confirm their identity and
present proof of entitlement to work in Australia. The following documents will be accepted:
- Australian birth certificate
- Australian citizenship certificate
- Certificate of evidence of citizenship
- Australian passport
- Valid visa with permission to work
PROBATION
All new employees of EastLink will be subject to a probationary period of six (6) months. Confirmation of continuing
employment beyond the end of the probationary period will be provided before the expiry of the probationary period
and will be contingent upon satisfactory performance, satisfactory behaviour and meeting any necessary security
System Analyst
clearance or other specified employment pre-requisite requirements. During this period it is required that you work
onsite every working day of this probationary period.
POLICE CHECK
Successful applicants shall be required to consent to, and satisfactorily complete, a criminal history check upon
commencement of employment at no cost to the employee.
LOCATION
This role will be based at EastLink’s Head Office in Ringwood.
HOURS OF WORK
Shift lengths will typically be 7.5 hours. However, the successful applicant may be expected to work hours as is
reasonably necessary for the proper performance of their duties whether during or outside normal business hours.
TRAVEL
Travel expenses, as per EastLink policy will be reimbursed to employees requested to attend a location that is not
their normal work location. The amount paid for motor vehicle expenses will be based on the Australian Taxation
Office provided schedule and will be calculated on the additional distance they are required to travel over and above
their normal travel between home and work.
WORK LIFE BALANCE
A number of initiatives have been introduced across the organisation which demonstrates our commitment to work
life balance. These initiatives are underpinned by our values and behaviours and are embedded in policy and
procedural arrangements.
EastLink is committed to conditions of employment that support employees to achieve a successful work life balance
through diversity of choice with regards to work patterns and a range of leave arrangements to enact the Time Better
Spent philosophy of a better balance of work, family and lifestyle commitments benefiting employees and the
organisation.
Some of the arrangements that EastLink supports includes:
- Flexible Working Hours
- Part Time Work
- Job Share
- Internal Promotional Opportunities
- Time in Lieu
- 48/52 Leave
BENEFITS
EastLink also offer a range of benefits to enhance the employment experience of its people which include:
- Employee Tolls Reimbursement
- Fruit in the Workplace
- Health & Wellbeing Program including health assessments
- Employee Assistance Program
System Analyst
- Discount Employee Benefits
- Subsidised study fees
- Micro Market
- Free Coffee
SMOKE FREE WORKPLACE
The health dangers associated with active smoking are well known. EastLink also recognises that passive smoking
may be hazardous to health and that non-smokers should be protected from the involuntary inhalation of second
hand tobacco smoke.
EastLink is a smoke free environment and smoking on EastLink work premises is not permitted.
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📌 System Analyst - Employment Information Kit (Ringwood)
🏢 ConnectEast
📍 Ringwood