About the Mint The Royal Australian Mint ('Mint) makes coins and other minted products to serve the needs of the Australian Economy, foreign countries, investors and collectors. We are stewards of a thriving National Institution that showcases our Nation's stories through the National Coin Collection and a world-class museum and gallery experience. The Mint is a small government agency operating within the Commonwealth Government portfolio of the Treasury. The Mint is a Non-Corporate Commonwealth Entity and is Listed under the Public Governance, Performance and Accountability Act 2013 (Cth) (PGPA Act). The Mint is covered by the Public Service Act 1999 (Cth) (PS Act). About Information & Security Branch Information & Security Branch coordinates the IT and Security services and support to the mint to enable the organisation to produce circulating coins, preserving the National Coin Collection and telling the stories of Australia by recognising significant anniversaries, events and organisations through coins. The Application Support is a team responsible for supporting the core applications of the Mint and works in collaborations with other IT teams within the branch to support the Mint in meeting its objectives and obligations. About the Role The Application Support Officer delivers support services for several of the Mint's internal applications used by a range of stakeholders within an increasingly hybrid environment. Some key applications include Epicor Kinetic (Enterprise Resource Planning), Content Manager (records management), Mainpac (asset management), KE EMu (collection management), SharePoint and Precise POS (point of sales). They collaborate with stakeholders throughout the Mint to contribute to the delivery of the Mint's objectives under broad direction of the Application Support Administrator. They identify opportunities for continuous improvement, and develop and maintain processes and work instructions, to support the operation of the relevant applications. The Application Support Officer also consults with external support providers and contributes to ICT project work. Our ideal candidate will have: proven problem solving and critical thinking skills demonstrated ability to communicate with internal and external stakeholders to identify and resolve issues, particularly with internal stakeholders with various ICT knowledge and skills strong proficiency in, and understanding of, information and data management strong proficiency in, and understanding of, Enterprise Resource Planning (ERP) and Electronic Document Records Management Systems (EDRMS) experience with XML, system logs, application error troubleshooting, SQL languages such as MSSQL and MYSQL, database administration, Microsoft Windows Server and Linux Operating systems, and Microsoft Active Directory with multiple domains/forests. experience providing application support services within an ITIL framework experience, or an understanding of, working with hybrid ICT ecosystems. Flexible working arrangements, including work from home, is available for this position. The key duties of the position include Delivering support services for the Mint's internal applications including Content Manager (EDRMS), Epicor Kinetic (ERP), Mainpac (EAM), Precise Point of Sale (POS), KE Emu (Collection Management) and SharePoint, consulting with external providers as necessary. Identifying, analysing and implementing new technologies and continuous improvement of the Mint's internal applications. Contributing to ICT projects and work packages, providing technical advice and ensuring compliance with legislation, and Mint and whole of government procedures, policies and frameworks. Developing and maintaining application support processes and work instructions. Monitoring customer feedback, service and incidents, and updating processes and procedures based on analysis. Providing 3rd level service request assistance in collaboration with the Service Desk team.
