Digital Platforms Support Analyst

At VicRoads the work you do has real impact. Our work connects people and communities. We keep Victorians moving safely and smoothly today and help them be ready for tomorrow.

VicRoads empowers our people to learn and grow– focusing on impact and innovation. We reflect the diversity of Victoria and foster clever thinking to keep you and the community moving.

VicRoads is progressing too. In August 2022, we started on a new chapter when the Victorian State Government partnered with Aware Super, Australian Retirement Trust, and Macquarie Asset Management to operate registration and licensing services on its behalf.

We work collaboratively with the Victorian State Government to ensure we fulfill regulatory requirements, deliver State projects and safeguard customer data. The Victorian State Government retains sole responsibility for road access, infrastructure and safety.

Annual Salary Range: Up to $120,0000 + Super (Dependent on experience)

Employment Type: Ongoing - Full-Time

Usual Work Location: QV 180 Lonsdale Street CBD/ Work from home

Are you passionate about creating products and experiences that not only meet user needs but also captivate their hearts and minds? Are you excited about the challenge of balancing customer desirability with business viability, technology feasibility and broader business strategy to deliver exceptional experiences? If so, we have an incredible opportunity for you!

We are seeking a talented and driven individual to join our dynamic Technology Operations team. As a team member, you will play a pivotal role in working with our business and helping to support and provide engineering services to the digital platform. You will work alongside a group of passionate professionals who are dedicated to delivering innovative solutions that exceed customer expectations.

Your team is part of the Technology division, a team that are truly collaborative and passionate, and work closely together to deliver outcomes that positively transform the way our customers use our services.

About the Opportunity

The Digital Platform Support Analyst provides support for VicRoads' customer-facing digital platforms, including the VicRoads website, Custom Plates website, and mobile applications. Applying ITIL service management principles, the role ensures digital services are reliable, secure, and perform effectively.

Working within the Technology division, you will support product release pathways and collaborate with passionate teams to deliver innovative customer experiences. As part of a mission-driven technology team supporting registration and licensing services, you will leverage best-practice support approaches to enhance business outcomes and improve how customers access and use our services.

• Platform Operations & Service Management: Exercise professional judgement to provide operational support for VicRoads’ customer-facing digital platforms, including underlying infrastructure, hosting environments, integrations, online services, and supporting applications, while applying ITIL service management principles to ensure services meet agreed availability, performance, and security standards.
• Stakeholder Engagement & Communication: Provide expert advice and guidance to stakeholders on complex technical issues relating to online service delivery, ensuring requirements, risks, and solutions are clearly understood and resolved in a timely manner, while effectively influencing and collaborating with stakeholders to support the development, review, and continuous improvement of digital services through clear and effective communication.
• Problem Solving & Innovation: Develop innovative and practical solutions to complex issues where policies, procedures, or precedents do not exist, using sound judgement and initiative to investigate, coordinate, and drive issues through to resolution, ensuring actions are completed and outcomes delivered with minimal supervision.
• Digital Implementation & Change Facilitation: Apply expertise in modern web and digital technologies to support the implementation, enhancement, and ongoing delivery of online services, ensuring changes are effectively managed and new or updated digital solutions are successfully deployed.
• Continuous Improvement & Research: Undertake research and analysis activities to keep up to date with online/digital, customer experience and support functions to continually improve the environment to meet stakeholder and customer expectations.

About you

You are an experienced digital platform or application support professional with a strong understanding of online service delivery and a passion for improving customer experiences. With at least two years' experience in a similar role, you bring excellent communication and stakeholder engagement skills, enabling you to build strong relationships and work effectively across technical and business teams.

You have hands-on experience with tools such as Jira, Confluence and ServiceNow, and a solid understanding of ITIL service management practices, including incident, problem and change management. You are a strong problem solver who can diagnose and resolve technical issues, manage digital application enhancements, and contribute to the reliable delivery of customer-facing services.

You are confident influencing and collaborating with stakeholders, using clear communication to build understanding, drive outcomes and support continuous improvement. You take initiative to research emerging technologies, trends and practices, applying professional judgement to identify opportunities that enhance business performance and service delivery.

Experience supporting web and digital applications in cloud environments is highly regarded, particularly knowledge of AWS services, cloud operations, monitoring, incident management and supporting production workloads.

Culture:

To attract, retain and develop talented people, we provide genuine flexibility, a culture that supports people to be their best and on top of that - great opportunities for career development. We embrace diversity and inclusion and are proud our workforce reflects the community we serve.

What we offer:

• Competitive salary and benefits

• Supportive, diverse, and inclusive work environment

• Opportunities for professional and personal development

• Flexible working arrangements and family friendly practices

How to Apply

Please submit your application via the “Apply” button. Applications should include a resume and a brief covering letter.

For a copy of the Position Description please email [email protected]

Unfortunately, applications cannot be accepted via this email.

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VicRoads is required to evidence your right to work in Australia and may ask for your consent to check records maintained by the Department of Immigration and Border Protection as well as records maintained by Victoria Police and VicRoads as part of the selection process. Information provided to VicRoads will be treated in the strictest confidence. Please note that due to legal requirements you must be predominantly located in Australia and for certain roles, predominantly located in Melbourne or Victoria.