Why YOU are important to us and what impact will you have on the Digital Business Division and the departments’ goal.

The Digital Business Division (DBD) delivers digital products and services across DAFF, including export and biosecurity regulation, operations and compliance, as well as corporate areas. The division is focussed on modernising DAFF’s digital capabilities and delivering substantial digital business and service reforms across exports and biosecurity for the department and industry. We collaborate across Government to promote sharing and re-use of digital products, tools and capabilities.

The Digital Solutions and Enablement and Digital Systems Solutions and Sustainment Branches support the Commonwealth Biosecurity 2030 strategy by delivering an integrated, secure, data-driven and technology-enabled biosecurity system overseas, at our border and within Australia. We facilitate the Biosecurity & Compliance Group’s digital reform strategy and roadmap and work with our partners to deliver digital and data capability to enable the strategy.

The Biosecurity System Development and Support (BSDS) Section is responsible for the system administration, ongoing improvement and training functions for digital systems critical for the management of biosecurity risk into Australia. These systems facilitate industry and the public to import animals and goods into the country effectively, efficiently and to biosecurity standards. BSDS also manages branch wide processes such as communications for unplanned outages.

The Regulatory Operations and Client Systems (ROCS) Section is responsible for the delivery, enhancement and sustainment of regulatory and client facing digital systems that support compliance, assessment and regulatory operations. The section works closely with business areas and digital partners to improve service delivery, data integration and regulatory outcomes and to align systems with the department’s broader digital reform agenda.





The key duties of the position include:

This is where you play an important role.

The Senior System Support Officer focuses on sustaining business-critical systems, managing incidents, changes and releases, supporting stakeholders and mentoring staff. They ensure system stability, quality assurance, continuous improvement and effective delivery of trusted digital services that support core business and regulatory operations.

The main duties of a Senior System Support Officer may include, but are not limited to:

• managing incoming communication channels (emails, phone, etc.) triage issues and enquiries and responding in a timely manner

• providing technical support to internal and external users of critical biosecurity IT systems

• working closely with technical teams and third-party developers to ensure that system issues are prioritised correctly and resolved in an appropriate timeframe

• actively contributing to the management, communication and resolution of unplanned outages and incidents

• maintain accurate defect and enhancement records in system tracking software to enable accurate reporting and effective release management

• supporting system releases by undertaking and managing release activities such as creating test suites/plans, undertaking UAT and BVT and he preparation of release notes and instructional material

• conducting stakeholder engagement for the management of IT systems and liaising with end users to discuss system enhancements and issues





• participating in Technical and Departmental Change Advisory Boards to monitor upcoming IT changes

• drafting and publishing outage communications to advise relevant internal and external stakeholders of planned and unplanned system outages and their impacts

• conducting after hours and weekend system verification testing (on a rotation basis across available staff).

Please note that this recruitment process will initially be used to fill five ongoing vacancies in the sections listed above and that the roles may be able to be performed from any of the locations listed on the Job Description. The merit pool established through this selection process, which is valid for a period of eighteen months from the date the vacancy was advertised in the Public Service Gazette, may be used to fill future ongoing and non-ongoing vacancies in the division where the duties are of a similar nature.

Eligibility

Who we are looking for

Knowledge and experience

• Demonstrated experience providing operational/technical support for business-critical digital or ICT systems in a complex service delivery environment.

• Sound knowledge of system support practices including monitoring system performance, troubleshooting issues and supporting continuity of services.

• Demonstrated experience investigating issues, identifying root causes and delivering practical solutions within agreed timeframes.

• Experience working collaboratively with technical teams, business areas and external vendors to maintain system stability and resolve defects or incidents.

• Experience preparing transparent documentation and providing advice to technical and non-technical stakeholders.

• Knowledge of ICT governance, security and records management requirements together with the ability to work within established APS policies, procedures and controls.

• Experience working within the APS or a similar large, complex organisation.

📌 Senior System Support Officer (Sydney)
🏢 Australian Department of Agriculture, Fisheries and Forestry
📍 Sydney