Position Title: Application Support Officer
Position Reports to: General Manager, Vocational (International)

Who we are:
We are a group of colleges that offer more than 150 qualifications across campuses in Australia. We offer vocational and higher education courses to international students.

We are currently seeking an Application Support Officer to provide day-to-day technical support to students and staff. This role is responsible for developing, administering, supporting, and providing training on the colleges’ Student Management System (Paradigm EMS) and Learning Management System (Moodle).

Position Summary
The Application Support Officer provides technical support to students and staff while managing and enhancing Paradigm EMS and Moodle systems.

Key Responsibilities

• Provide day-to-day technical support on Paradigm EMS and Moodle systems to students and staff.
• Identify, investigate, and analyse business processes, procedures, and work practices to enhance the operational efficiency of Paradigm EMS Moodle systems
• Provide IT-related support of systems, especially Paradigm EMS and Moodle, across multiple colleges under the Academies Australasia Group.
• Work closely with teams to prepare and document business requirements for enhancements of Paradigm EMS and Moodle.
• Assist in overseeing the implementation and configuration of system updates and improvements in Paradigm EMS and Moodle platforms.
• Test new system features and functions of Paradigm EMS and Moodle to ensure they align with business requirements.
• Serve as a contact between the business and system vendors, ensuring effective communication and issue resolution.
• Conduct data processing, analysis, visualization, and reporting to support various areas of operations.
• Develop and maintain user manuals, training materials, and process documentation.
• Deliver training sessions to staff on of Paradigm EMS and Moodle and business processes.

Essential Criteria

• A higher education degree in a related technical field OR equivalent relevant experience (minimum 2 years) in an IT-related role.
• Experience (minimum 2 years) in technical support, including troubleshooting IT-related issues, system configuration, and implementing updates for Paradigm EMS and Moodle, customised for international providers, including English, High School, Vocational, and Higher Education institutions.
• Minimum 2 years of experience with Moodle Architecture and APIs, along with a strong understanding of Microsoft Windows, MS Office, and other relevant operating systems and network software.
• Experience in using VETtrak for managing student data, enrolments, reporting for domestic RTOs.
• Experience in business process analysis, data processing, visualization, and reporting to support operational efficiency and decision-making.
• Experience using the Provider Registration and International Student Management System (PRISMS).
• Excellent communication skills, with the ability to develop user documentation, deliver training sessions, and liaise with system vendors.

Desirable Criteria

• A strong passion for customer service and a self-motivated attitude.
• Excellent written and verbal communication skills, with the ability to maintain creativity and quality in work.
• Flexibility to adapt to changing priorities and work assignments.
• Exceptional organisational skills with the ability to meet project deadlines, manage multiple projects efficiently, and communicate any workflow obstacles.
• Proactive with the ability to take ownership of responsibilities and work with minimal supervision.
• Positive and cooperative attitude that aligns with the College’s mission and values.
• Experience in effectively engaging with diverse cultural backgrounds, particularly in an environment with international students.
• Experience in Education Services for Overseas Students (ESOS) Act, with a strong understanding of its requirements and best practices for supporting international students in an educational setting.
• Experience in generating course progress related reports and in generating student attendance reports to ensure active engagement and adherence to academic requirements.
• Experience in AVETMISS reporting, ensuring the accurate submission of data to the NCVER portal in accordance with the National VET Data Policy.

Job Type: Full-time

Annual salary: $73,500.00 plus superannuation

If this sounds like you, please apply by emailing your current resume and a cover letter (addressing the essential requirements for the position) to Bib Dotel, Group General Manager, Vocational (International) at [email protected]