System Support Analyst

About the Aged Care Quality and Safety Commission

The Aged Care Quality and Safety Commission is the national regulator of Australian Government-funded aged care services.

We protect and enhance the safety, health, wellbeing, and quality of life of people receiving aged care. This includes managing complaints and feedback about the care older people receive.

We help build confidence and trust in aged care, by promoting best practice and a culture of safety and quality in the sector. We register providers and hold them to account if they don’t meet expected standards of care.

We work with providers, workers, older people, their families, and supporters to make sure they understand and uphold older people’s rights.

About the Team

Enterprise Service Management, Application Support Team

The Application Support team is responsible for providing 2nd level support for a number of the Commission’s applications. The Application Support Team sits within the Enterprise Service Management section of the Digital Group.

About the Role

The System Analyst is responsible for supporting level 2 related requests and incidents related to the ESM Application Support Team business applications used by commission users. The analyst will be responsible for supporting a variety of systems including (and not limited to), Acres, Altus, GPMS, TeamMate+, Technology1.

Position Duties

System Performance & Support

• Support the daily operations by monitoring Service Desk Plus queues and responding to incidents and requests related to applications supported by the ESM Application Support Team.
• Adhere to ICT delivery and support methodologies, contributing to process optimisation initiatives.
• Review, triage and escalate where appropriate incidents and requests to 3 level support teams and external service suppliers and vendors.

Business Analysis

• Perform analysis and evaluation of business processes and system requirements to support ESM Application Support enhancements and upgrades projects
• Assist in the creation and implementation of ESM Application Support solutions, ensuring alignment with business needs.
• Support the development and maintenance of solution documentation, ensuring clarity and accuracy.
• Contribute to system lifecycle improvements by identifying and recommending changes.

System Support & Performance Monitoring

• Provide support for the daily operations of Application Support related business applications, ensuring consistent performance.
• Monitor system performance and assist in troubleshooting technical issues as required.
• Participate in testing activities.
• Adhere to ICT delivery methodologies and contribute ideas for process improvements.

Stakeholder Engagement & Collaboration

• Confidently communicate with stakeholders to Identify expectations and concerns.
• Work with business users, developers, and testers to gather, clarify and report on system requirements.
• Assist in resolving issues and ensuring the effective and timely implementation of system changes.
• Communicate technical concepts in a clear and structured manner to non-technical audiences.
• Contribute to stakeholder engagement by supporting project planning and service enhancement discussions.

Governance, Compliance & Reporting

• Ensure compliance with ICT governance frameworks, security protocols, and industry standards.
• Assist in project quality management, including peer and quality reviews of specifications and design documents.
• Prepare reports, technical documentation, and correspondence for review by senior staff.
• Identify and escalate risks and issues, suggesting alternative solutions where necessary.

Continuous Improvement & Adaptability

• Identify opportunities for process and system improvements, contributing to innovation in ICT solutions.
• Support change initiatives and assist others in adapting to new systems and processes.
• Provide training and guidance for new staff where required.
• Maintain knowledge of emerging technologies and trends to support ICT advancements.
• Ability to reschedule and reorganise work to reflect changes in priorities in support queues and other work-related activities.
• Demonstrate commitment to self-development and seeks opportunities to extend skills and knowledge, including management, leadership and supervisory skills.

Position Eligibility Requirements (Selection Criteria)

Systems Analysis & Problem-Solving

• Experience in troubleshooting system issues and supporting process improvements.
• Understanding of software design principles and requirements management.
• Ability to prioritise issues logged in the ticketing.
• Strong written skills to clearly document findings and solutions for incidents and requests that are required to be worked on.
• Ability to think laterally to identify and implement improvements for work practices.
• Ability to research and analyse issues to draw accurate conclusions based on documented evidence.

Stakeholder Engagement & Communication

• Strong interpersonal skills to collaborate with business users, technical teams, and stakeholders.
• Ability to present technical information clearly and effectively to diverse audiences.
• Experience in contributing to project discussions and system planning activities.
• Structures messages clearly and succinctly both orally and in writing.
• Governance, Compliance & Service Delivery
• Understanding of ICT governance frameworks, compliance requirements, and quality assurance practices.
• Ability to assess risks, ensure compliance, and contribute to system improvement initiatives.
• Experience in documenting system enhancements and maintaining technical records.

Adaptability & Continuous Learning

• Ability to identify and support process improvements in ICT systems.
• Experience in working within a dynamic ICT environment and adapting to changing priorities.
• Strong capability in contributing to service improvements and technology adoption.

Position Notes

• Salary offered will be between $89,135 - $96,829 per annum depending on skills and experience. In addition, 15.4% superannuation will be paid.
• Only candidates who hold Australian citizenship can apply. Appointment is conditional on successfully completing a national police check. For more information, please visit www.apsc.gov.au/citizenship-aps
• Non-ongoing opportunity will be offered for an irregular/intermittent term. Opportunities will be offered for varying periods up to 12 months with the option to extend to a total of 24 months.
• Merit Pool established through this selection process may be used to fill this or future ongoing or non-ongoing vacancies.

In your application, please provide a statement of claims against the position eligibility requirements (selection criteria) in no more than 600-words, including what strengths you would bring to the role, and a copy of your CV.

• Please complete the application and submit by 11.30pm (AEST), Monday 29 June 2026.
• Follow our guidelines for candidate use of Artificial Intelligence (AI) throughout the recruitment process.

• Please contact our recruitment team on (02)
• 262 or rec
• @agedcarequality.gov.au for assistance with accessing our website or with lodging your application.

• Specific questions about the roles can be directed to Gill Scott by emailing gil
• @agedcarequality.gov.au with Position title in the subject line.