Profectus is seeking a full-time, Canberra-based Operational Support Officer to provide hands-on support for an existing Defence software capability. You will work on-site, day to day, alongside the Operational Support Manager and a small delivery team responsible for the capability's ongoing support and continuous improvement, providing frontline assistance to its end users.
This is an prospect to join at an early stage of an evolving support function, with genuine scope to help shape how operational support is delivered as the engagement grows.
Key Responsibilities
- Provide day-to-day operational support to end users of the capability, triaging and resolving first-line queries and issues.
- Escalate genuine technical defects to the development team with clear, well-documented context.
- Facilitate end-user training sessions, drawing on the existing training materials and continuum.
- Assist with onboarding new users and pointing them to existing training materials and resources, as needed.
- Help maintain and refine existing support and reference materials as the capability evolves through new releases.
- Work collaboratively within a small delivery team, respecting the roles and responsibilities of other delivery partners involved.
- Feed observed user pain points and recurring issues back into the product backlog to support continuous improvement of the capability.
About You
- Prior experience in a Defence, ADF, or broader Government operational or capability-support role.
- Comfortable operating and providing support within classified, multi-classification network environments (Official: Sensitive through to Secret), and familiar with the administrative discipline this requires.
- Experience providing end-user support, such as service desk or help desk-style assistance, in a technical or capability environment.
- An understanding of, or genuine willingness to build familiarity with, the underlying technology: the capability's codebase is built primarily in C#, with some legacy components in Java. You won't be asked to write code day-to-day, but comfort around a technical product and its release cycle will help you succeed.
- Comfortable working within a small, evolving delivery team, where support processes and documentation are still being built up rather than already mature.
- Strong, plain-spoken communication skills and the ability to build trust quickly with end users.
- Desirable: prior exposure to Defence operational planning, simulation, or decision-support tools.
Nature of the Role and Environment
This role sits within a live, evolving Defence program rather than a fully mature one - you will be helping build out support processes as much as delivering against them day to day.
This is a full-time, on-site role based in Canberra, working directly alongside the Operational Support Manager as part of the day-to-day support team. You will be supported by Profectus's own delivery and account management team while working closely with the existing capability delivery team and its Defence stakeholders.
Clearance and Eligibility
- Australian citizenship is required.
- A minimum NV2 security clearance is required.
About Profectus
Profectus is an Australian-owned IT delivery and enablement company based in Canberra, trusted to mobilise cleared capability quickly and deliver it with discipline and care across Government and Defence programs.
How to Apply To apply, please send your current CV to Matt Staniforth at
[email protected]. We'd love to hear from you even if you don't tick every box above - relevant Defence operational support experience matters more than a perfect technical match.
📌 Operational Support Officer (Canberra)
🏢 Profectus
📍 Canberra