About Us The Department of Government Services (DGS) was established on 1 January 2023 to improve everyone’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 local government as well as streamlining our corporate and procurement services.

You can find out more about our Ministers, leadership and entities here: Department of Government Services.

About the Group The Operations Group delivers frontline customer services to Victorians and the public service. It maintains the foundational digital infrastructure and platforms that support effective, secure and reliable service delivery.

About the Role The Oracle Service Desk Officer provides critical support for Oracle systems, focusing on user access management, ticket triaging, and helpdesk services. The role will maintain security integrity through exact lifecycle management in ServiceNow or Jira while supporting the Service Delivery Manager in optimizing system processes and documentation.

Key Accountabilities

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

- Maintain accurate, timely and professional ticket updates and audit trails, ensuring stakeholders are kept informed.

- Manage user onboarding/offboarding, role provisioning and password resets in line with security, access management and segregation-of-duties requirements.

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





- Identify documentation 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 to possess the following attributes:
- Excellent written and verbal communication skills, with the ability to provide transparent 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 role is Ongoing and is only open to applicants with relevant rights to work in Australia. For more information, please see the Position Description.

How to apply

Apply before the advertised closing date 11:59pm on 9 September 2026. All applications should include:

· a resume; and

· a cover letter which addresses the key selection criteria (within three pages).

Other relevant information To be eligible for appointment to this role, applicants will possess corresponding 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 will be required to undertake pre-employment screening.

DGS actively promotes diversity, inclusion and an equal opportunity workplace. We welcome applicants from all diverse backgrounds, including people with disabilities and Aboriginal and Torres Strait Islander peoples. All roles at DGS can be worked flexibly, however it may differ from role to role.

📌 Oracle Service Desk Officer (Melbourne)
🏢 VicGov People Careers
📍 Melbourne