Business Systems Support Officer

Townsville, Australia
29 Oct 2018
End of advertisement period
11 Nov 2018
Contract Type
Fixed Term
Full Time

Position Overview

The Business Systems Support Officer is responsible for assisting with business activities and supporting continued process improvement opportunities for the Generalist Medical Training’s (GMT) Learning Management System (LMS). The incumbent works with the GMT team to assist and provide end-user support and customer service in the operation and use of business systems; provides assistance and support in developing, configuring and documenting business solutions and assists with the development and implementation of user training manuals and programs. The Business Systems Support Officer will assist with testing and with the evaluation of potential system improvements in business needs, to help create solutions addressing functional requirements.

Division of Tropical Health and Medicine

The Office of the Division of Tropical Health and Medicine provides collaborative leadership with the Colleges and ensures that the Colleges are able to deliver the core business of learning and teaching, research and engagement and contribute effectively to the strategic agenda. The Division office drives the strategic objectives of the Division and also services a proportion of College administrative operations.

The Colleges of the Division include:

  • Medicine and Dentistry
  • Healthcare Sciences
  • Public Health, Medical and Veterinary Sciences.

College of Medicine and Dentistry

As part of the Division of Tropical Health and Medicine the College of Medicine and Dentistry promotes, fosters, supports and administers quality teaching and research at JCU in the areas of Medicine, Dentistry and Pharmacy, with a focus on the needs of rural, remote and underserved communities, tropical medicine and the health of Aboriginal peoples and Torres Strait Islanders. Working in a collaborative leadership model with the Office of the Division, the other Colleges and the Mount Isa Centre for Rural and Remote Health, the College of Medicine and Dentistry contributes to advancing the strategic agenda and to strengthening partnerships and engagement.

Generalist Medical Training

Generalist Medical Training (GMT) is a unit within James Cook University’s College of Medicine and Dentistry that is contracted by the Australian Government Department of Health to deliver the Australian General Practice Training (AGPT) program in north western Queensland.

The AGPT program is a postgraduate vocational training program for medical graduates who are pursuing a career in the specialty of General Practice. The program provides training towards Fellowship of the Royal Australian College of General Practitioners (RACGP) and the Fellowship of the Australian College of Rural and Remote Medicine (ACRRM).

Organisational Charts

James Cook University

Principal Accountabilities

  1. In collaboration with the Business Systems Coordinator, manage user accounts, subscriptions, transfers, query (inbox) systems and provide frontline service and system knowledge in the support of users in a timely manner.
  2. Assist clients in areas of technical and operational troubleshooting and capabilities providing timely advice and escalating as necessary.  
  3. Assist the Business Systems Coordinator to review Data Quality, correct issues and/or refer to regional staff to resolve in a timely manner. 
  4. Assist with the identification of knowledge gaps and implement staff training/support plans 
  5. Assist in the review and development of documentation that will assist users to gain the most benefit from the relevant systems, including liaison with process owners.
  6. Collaborate with others to develop test plans that prove the effectiveness of solutions with respect to the agreed design, including testing of configuration and development work, identification of test scenarios, test cases, expected results, and provide test exit criteria for each unit of work as required.
  7. Support organisation-level reporting.
  8. Complete operational project tasks or support as required. 
  9. Assist with the induction of new GP training staff to the Learning Management System.
  10. Support the University's commitment to the principles of reconciliation, which exemplify respect for Aboriginal and Torres Strait Islander heritage and the valuing of justice and equity for all Australians.
  11. Demonstrate a commitment to the University values.
  12. Support the principles of the TropEco program and engage in commitment to JCU sustainability goals and objectives.


There are generic responsibilities that apply to all James Cook University staff. Your specific level descriptor can be found at:

Professional and Technical

Level 5 

Generic Accountabilities

There are generic responsibilities that apply to all James Cook University staff.

  1. The Business Systems Support Officer is required to observe the lawful and reasonable directions, policies and decisions of the University Council, understand and comply with the Enterprise Agreement, the Statutes and Rules of the University, the policies and decisions of the University Council and other appropriate University authorities, as in force from time to time.
  2. The Business Systems Support Officer is required to demonstrate a personal commitment to ensure personal safety and the safety of others and contribute to the continuous improvement of our WHS performance. This includes the effective implementation and compliance with James Cook University WHS policies, procedures and safe systems of work, together with all relevant legislation, duties and obligations. Contribute to the continuous improvement of our WHS performance. 
  3. The Business Systems Support Officer is required to exercise proper discretion in all matters affecting the well-being of the University which involve public writing or speaking in accordance with the University’s Code of Conduct.

Special Conditions

  • This position will be required to travel within the region and to other GMT locations in North Western Queensland, which may include overnight stays and after hours work on occasion.

Selection Criteria 

Selection and appointments will be assessed against selection criteria.


  1. Degree qualification in Business Information Systems or a related field and relevant work experience or an equivalent combination of experience and/or education and/or training.
  2. Strong analytical and problem solving skills, w i t h a high level of attention to detail and competency in handling data sets.
  3. Well-developed oral and written communication skills, with proven ability in negotiation, interpersonal communication and desktop/remote support. 
  4. Demonstrated collaboration skills with proven experience in providing quality customer service and a solutions-focused team player.
  5. Well-developed organisational and time management skills with the ability to organise workflow, meet deadlines and respond to the changing priorities of project work.


  1. Familiarity with the training or higher education sector.
  2. Intermediate MS Access; Advanced MS Excel.
  3. Knowledge of database principles and SQL query writing.