Application Support Officer

Townsville, Australia
02 May 2019
End of advertisement period
19 May 2019
Contract Type
Full Time

Position Overview

The Application Support Officer provides operational and system support to the user community in the use of all Student Systems used to support the business. The incumbent contributes to the maintenance of existing systems, ensures data integrity and security is maintained, participates in the implementation of new systems by working for the CRM Administrator and delivers excellent customer service to Student Systems users.

Division of Student Life

The Division of Student Life plays a critical role in driving and meeting the University’s objectives and strategic intent. Working closely with and across the Colleges and Divisions, and in collaboration with the Office of the Provost, the Division has a focus on cross-institutional academic quality, innovation in learning and teaching, efficiency of services, domestic recruitment, suitability of learning infrastructure, and overall student experience.

The Division encompasses the following Directorates;

  • Domestic Recruitment and Engagement
  • Learning, Teaching and Student Engagement
  • Library and Information Services
  • Student Services.

Student Services Directorate

The Student Services Directorate provides academic, administrative and student support services to the University community and is responsible for a large component of the non-academic domestic and international student experience at JCU. The Directorate plays a pivotal role in relation to the student experience, the ability of the University to meet its enrolment and financial targets and the reputation of the University.

Organisational Charts

James Cook University  

Division of Student Life

Student Services Directorate

Principal Accountabilities

  1. Provide system knowledge and expertise in the support of users and assist clients in areas of operational troubleshooting. 
  2. Perform specific system tasks including application configuration that require high level knowledge, and for some tasks, a broader or a higher level of security access than that available to staff engaged in day-to day business processing.
  3. Administration and troubleshooting of system security and access control.
  4. Execute test regimens, test scenarios, and test cases to provide test exit criteria for each unit of work in accordance with procedures that will prove the effectiveness of the system implementation.
  5. Develop and maintain concise documentation relating to system functionality of various systems including but not limited to the Student Management system, Customer Relationship Management system and the Student Placement system.
  6. Assist with system training coordination, the development of training modules, self-help documentation, and conduct training sessions that will assist system users to gain the most benefit from the relevant information systems. 
  7. Identify and evaluate potential process improvements and practices for the Student Systems team.
  8. Participate in the development and implementation of policies and procedures relating to the provision of application support services to drive continuous improvement.
  9. 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.
  10. Demonstrate a commitment to the University values.
  11. 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 6

Generic Accountabilities

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

  1. The Application 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 Application 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 Application 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

  • It is a requirement of this position to occasionally work outside of normal hours.

Selection Criteria

Selection and appointments will be assessed against selection criteria.


  1. Degree qualification with subsequent relevant experience or extensive experience and specialist expertise or broad knowledge in technical or administrative fields; or an equivalent combination of relevant experience and/or education training.
  2. Demonstrated experience in supporting and testing enterprise applications preferable including the use of SQL to analyse data. 
  3. Proven analytical and problem solving skills in enterprise application environments.
  4. Demonstrated capacity to assist in the development of system documentation and functional specifications.
  5. Demonstrated self-motivation and discipline to plan and organise self and others to ensure the timely completion of tasks.
  6. Demonstrated well developed written and oral communication, negotiating and interpersonal skills and an ability to liaise with senior staff across a broad range of system related matters whilst maintaining positive client relationships.


  1. Familiarity with student administration and/or student information systems in the higher education sector.
  2. Experience in the configuration and administration of a significant corporate system.
  3. Basic knowledge of HTML, CSS and/or PHP.