Vacancy Details

Wollongong is a vibrant, diverse city, situated on one of Australia's most picturesque coastlines. Regarded as Australia's most liveable regional city, Wollongong offers a relaxed, coastal lifestyle with all the benefits of a major city.

Wollongong City Council is committed to the principles of employment equity and diversity and encourages applications from people of all ages, abilities and backgrounds in both traditional and non-traditional roles.

Service Support Officer
Permanent – Full Time
Total Remuneration from $82,542.15 up to $89,416.05 per annum inclusive of Superannuation
(Depending upon skills, qualifications and experience)

Recruitment Number 21003

We are seeking a motivated IT Service Support Officer to join our Information Management and Technology (IMT) team.

The Role

This newly created role is an exciting opportunity to work as part of the IMT Service Delivery team, responsible for providing IT services to Wollongong City Council’s customer and community facing divisions.  The ideal candidate will have experience supporting a broad range of application systems and a passion for customer service. This is a unique opportunity to work in a newly formed team focused on providing high-quality IT services to our customers and community.

The main duties of the role include:

• Providing professional and high-quality IT systems support and customer service

• Providing operational support and optimisation of Council’s Customer and Community application systems including:

- TechnologyOne, OneCouncil, SaaS, ERP

- Civica Spydus Library Management System

- Jonas Leisure Centaman Leisure Centre System

- NewBook Booking Management System

• Troubleshooting application issues and working with appropriate stakeholders in order to resolve incidents and problems and ensure they are managed according to Council’s standards.

• Providing clear communication to business stakeholders, technical teams, and external service providers to ensure IT services meet organisational needs.

To be successful in this role you will have the ability to develop new skills and concepts quickly and the capacity to work collaboratively across multiple teams and business areas. You will also have effective time management skills with the ability to handle high volume and variable workloads to ensure IT services are delivered to business expectations.

Benefits of working at Council:

We have a culture based on values of Integrity, Respect, Sustainability, One Team and Courage

We support and encourage study and career development

We foster personal and professional growth

We understand the importance of work/life balance and offer flexible work arrangements

We recognise and reward performance and embrace change

We are committed to providing a safe working environment for all

We provide many mental, physical and social wellbeing programs to support our staff to be the best that they can be

How to Apply

Wollongong City Council uses a merit based recruitment process. It is essential to respond to each of the selection criteria, writing at least one to two paragraphs using specific and actual examples of how you have demonstrated the particular skill, qualification or experience. Provide relevant examples from your work, study or community roles. Be clear and to the point. Please use actual examples of what you have done, how well you did it, what you achieved, and how it relates to the requirements of the job. Applications that do not answer all the criteria will not be considered. Your CV alone will not be enough information for your application to be assessed. Please note that hardcopy, faxed and emailed applications will not be accepted.

A copy of our Selection Criteria Template can be found HERE.

Selection Criteria:

1.  Experience supporting business critical and customer facing application systems and solutions in a large complex organisation.

2.  Broad knowledge of business functions and concepts including the use of information systems to support these functions.

3.  Knowledge and experience of contemporary technologies, operations and service delivery concepts in a substantial IMT environment.

4.  Proven ability to efficiently and accurately handle high volume workloads and continually re-assess workflows and priorities in a busy and demanding environment.

5.  Well-developed interpersonal skills with the ability to articulate complex technical information to non-technical stakeholders and work productively with diverse groups of people

6.  Ability to work collaboratively and contribute to a productive team environment.

For further information regarding this position contact Liz Astley on (02) 4227 8194.

Any questions regarding submitting the application online please contact the Recruitment team on (02) 4227 7065.

Applications close 12 midday Monday 25 January 2021.

Suitable candidates may be placed on an eligibility list for future opportunities in the team, which may include part time, temporary and or relief roles.


Applicants are required to undergo a rigorous employment screening process which will include Reference, Identity and Medical History Checks, and may also include a Criminal History and Working with Children Check. Employment is subject to clearance of all these checks.