POSITION DESCRIPTION

Position: Applications Support Officer

Department: Information Services

Reporting to: Manager, Applications & Database

Directly Supervising: No staff

Salary Range: Trinity College Salary Band Level 2

$44,009.00 to $59,457.00 per annum plus 10%
superannuation and 17.5% Leave Loading.

Term of Employment: Fixed term for twelve months. Full-time role.

Contact: Maha Michael, Manager Applications & Database

Phone: 03 9348 7494

Date: March 2009

POSITION SUMMARY

The Applications Support Officer is an integral member of the Applications Team,

responsible for providing support for the applications software used by Trinity College.
The major software package implemented is the Synergetic system which covers both
student administration and College-wide administration (Finance, Payroll, Community
Relations, etc). Other applications used by the College also interface to this software.
This role will perform the various administration tasks in order to perform user focussed,
timely and cost effective quality IT services to all users, including both staff and students.

The Applications Support Officer is expected to perform an appropriate response to user

support requests and remain vigilant for opportunities to prevent issues before they arise.
A strong focus on communication amongst the various areas will occur in responding to a
number of these requests. Where issues are beyond the skill/ capacity of the Applications
Support Officer, a prompt referral to the Manager Applications & Database will occur.

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The position involves collaboration with all members of the IT team, and a number of
Trinity College staff and students in order to best achieve the aims defined in the College’s
IT strategies and operational plans

SELECTION CRITERIA

Essential:

1. An appropriate tertiary degree or IT certification in Information Technology, and/or

significant relevant experience.
2. Demonstrated experience with applications support, at a similar sized or larger
organisation.
3. In-depth experience in software maintenance and support, with an external software
provider.
4. Commitment to excellent customer service, including also a high level of written and
spoken communication skills
5. A capacity for self-motivation, to work effectively and to contribute to the organisational
development of the College as a whole and a passion for and awareness of future
directions in information technology.
6. Demonstrated ability to prioritise requests, meet deadlines and work under pressure as
well as contribute and work within a team and independently.
7. Demonstrated computer skills which include Word, Excel, web technologies, data base
applications, a range of software products, and the ability to learn new systems.
8. A well-developed sense of discretion and ability to maintain confidentiality, particularly
in regards to access to confidential records.
9. An understanding of Equal Employment Opportunity, and commitment to equity,
cultural diversity, integrity, respect of others, collaborative action and best work
practice.
10. An understanding of and commitment to compliance of Occupational Health and Safety
requirements.
11. Prior to employment you must have a secured a Working with Children clearance.

Desirable Skills and Qualifications:

1. Knowledge of student administration systems. Experience in ‘Synergetic

Management System’ will be an advantage.
2. Experience in a Higher Education environment performing application support.
3. Some experience in Crystal Reports creation & administration.
4. Experience in SQL Server, including database performance tuning.
5. Knowledge of desktop and server technologies, and related links to application
software.
6. An understanding of ITIL (Foundation Certificate) and/ or previous experience in using
ITIL at a practical level.
7. Knowledge of College or University environments, and organisational structures.

Desired Personal Attributes

• Initiative.
• flexibility.

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• confidentiality.
• cooperation.
• tact and diplomacy.
• strong people and telephone skills.
• ability to work within deadlines.
• ability to work as part of a team.
• ability to work independently.
• ability to communicate well to a wide range of people.
• forward planning skills.

Special Requirements
• Some after-hours work will be required from time to time.
• Proactively perform continuous improvement initiatives.
• Strive to add value for our clients within the College.
• Seek continuous learning.
• Work and collaborate together to achieve common goals.
• Show trust, respect and act with integrity.

KEY RESPONSIBILITIES

With a primary focus of service management (operational), the Application Support Officer
is responsible for achieving the following outcomes.

Operational Support Services:

1. Monitor the request queue/s, performing the assigned requests, with the objective to
ensure that requests are resolved in a timely fashion. Feedback is performed with the
user if there is a delay in providing a response, where appropriate.
2. Requests could be any of, but not limited to only the following items:
• Assist with specific software requests
• Diagnose enhancements requested
• Creation/ Maintenance of Crystal Reports
• Creation/ Maintenance of User Forms
• Assist with data integrity analysis
3. Provide regular updates to the Manager, Applications and Database on activities and
discuss key current operational issues.
4. Facilitate the installation of application software upgrades specifically for users.
5. Perform the installation of application software updates & patches when approved for
the end user systems.
6. Ensure the creation and maintenance of up-to-date documentation of relevant
procedures, work practises and application system configurations, in regards to the
Applications Support team.
7. Maintain dependable and easily retrievable records of the application software
upgrades performed.
8. Be proactive in ensuring the application systems are secure from a data/ information
access perspective for authorised users only.
9. Perform training in the use of the applications software in both a classroom and one-
on-one environment.

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Administration Services:
Perform the administration tasks as assigned by the Manager, Applications & Database.
These may include, but not be limited to only the following items:
• Administration of the applications software.
• Monitoring of the applications software responsiveness.
• Perform approved improvements to the application software.
• Perform specific application software administration tasks.
• Liaise with the Application Software vendor/s to obtain and test enhancements and
upgrades.
• Liaise with members of the IT Team to obtain and test internally developed software
enhancements and upgrades, which link to the Applications software.
• Assist with the Disaster Recover/ Business Continuity reviews and tests for the
applications software.

Project Assigned Services:

1. Perform the projects as assigned by the Manager Applications & Database which are
focussed on improving the Applications User experience at Trinity College, through the
use of various technologies.
2. Work with the Manager, Applications & Database to manage the lifecycle of the
Application Software, in an orderly and planned manner.

Continuous Improvement:
1. Recommend any developments for improved support and maintenance practices and
strategies to maximise application system availability for users and minimise support
expenditure.
2. Meet regularly with the Manager Applications & Support to recommend improvements
to the Application Systems support processes, functions, and policies based on
potential needs and the latest technological developments.
3. Engage with other members of the IT staff and some selected vendors to keep abreast
of new technologies as appropriate to this position.

OCCUPATIONAL HEALTH AND SAFETY (OHS)

All staff are responsible for safe work procedures and instructions.

Employees must:
• Cooperate with the College in relation to activities and training taken by the College to
comply with OHS legislation as well as, Trinity College OHS Policy and Procedures.
• Comply with the OHS guidelines in the Staff Terms and Conditions.
• Adopt work practices that support OHS.
• Take reasonable care for their own health and safety and the health and safety of other
people who may be affected by their conduct in the workplace.
• Seek guidance for all new or modified work procedures for work safe practices.
• Ensure that any hazardous conditions, near misses and injuries are reported
immediately to the supervisor.
• Participate in meetings, training and other environment, health and safety activities.
• Not wilfully place at risk the health or safety of any person in the work place.

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• Not wilfully or recklessly interfere with or misuse anything provided in the interest of
environment health and safety or welfare.

Supervisors are responsible for:

• Developing and recommending new safe work procedures and practice, as required, in
conjunction with relevant persons and in compliance with legislative requirement and
Trinity College OHS Policy.
• Providing all staff with relevant OHS information in an appropriate, timely manner.
• Providing personal protective equipment and clothing if hazards or risk cannot be fully
eliminated.
• Providing adequate supervision through technical guidance and support.
• Identifying and controlling hazardous conditions and where possible reduce risks or
eliminate.
• Providing appropriate facilities for safe storage, handling and transport of hazardous
substances.
• Ensuring that all accidents and incidents are reported.

Managers and Section Heads are responsible for:

• Implementing and maintaining procedures in compliance with legislation and Trinity
College OHS Policy by regular monitoring of staff compliance through performance
review.
• Conducting regular inspections to identify risk/aspects, implementing corrective action
and arranging monitoring where required.
• Ensuring that all staff, including contractors under local control, are appropriately
inducted.
• Providing relevant OHS information and ensuring appropriate training.
• Ensuring all risk issues that have been identified are monitored and recorded.
• Ensuring consultative structures and staff participation by conducting regular section
meetings to discuss OHS issues.

COMPLEXITY, SKILLS, KNOWLEDGE

Level of Supervision / Independence

The Applications Support Officer has a level of independence in performing the role and
associated functions. The position works under the direction of the Manager Applications
& Database, but is largely unsupervised throughout the day. The incumbent will need to
be contactable during business hours (via telephone and email), and occasionally outside
of hours.

Problem Solving and Judgement

The Applications Support Officer will be responsible for exercising independent judgement
in the day-to-day delivery of application software services, and in the solving of operational
and technical problems via the established policies and procedures. The Applications
Support Officer is expected to react promptly to user support requests, and remain vigilant
for opportunities to prevent problems before they arise.

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Professional and Organisational Knowledge
The Applications Support Officer will have knowledge and experience of how the College’s
IT systems interact, from a user applications perspective and is expected to provide
informed advice based on the policies and procedures of the IT systems at Trinity College
as well as recent developments in the IT field within the areas of their responsibility.

Breadth of the position

The Applications Support Officer reports directly to the Manager Applications & Database,
and works closely in collaboration with all members of the IT Team, and a number of
Trinity College staff and students This will involve providing expert advise and service to
staff and students.

TRINITY COLLEGE

Founded in 1872 as the first college of the University of Melbourne, Trinity College is a
unique tertiary institution that provides a diverse range of rigorous academic programs for
more than 1,000 talented students from across Australia and around the world. These
programs include:

• The residential College for undergraduate and postgraduate students of the University
of Melbourne, both resident and non-resident.
• Trinity College Foundation Studies (TCFS), a one-year course which prepares able
overseas students for undergraduate entry to the University of Melbourne and other
leading Australian universities.
• Trinity College Theological School (TCTS), which offers degree and other courses for
training and forming Anglican clergy and others, on campus, online, and in parishes.
• Young Leaders Summer Schools for Australian and overseas secondary school
students.
• Various short courses.

Trinity promotes academic excellence across a balanced, all-round education that includes
both ‘breadth’ and ‘depth’ of content, together with the development of ethical values,
personal integrity, leadership and social responsibility. A Trinity education is further
characterised by a high level of international engagement and a strong commitment to
equity and diversity.

These educational programs are supported by the College Library, Art Collection and
Archives, Information Technology, the College Chapel and Chaplaincy, Music – including a
world-class Choir – Communications, Human Resources, and Finance and Administration
– including finance, accounts, property and operations, and conferences and hospitality.
The Advancement Office and Trinity College Foundation undertake friend-raising and
fund-raising activities that benefit the College as a whole.

An Anglican institution, Trinity welcomes people of all faiths and none. The College
celebrates, and is enriched by, the diversity of backgrounds of its staff and students.

Trinity College: Excellence, Community, Diversity

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