• Information Technology Services | UniSC Sunshine Coast, Sippy Downs
• Level 7, $105,843 - $115,703 p.a., plus up to 17% employer superannuation
• Full-time (36.25 hours per week), ongoing appointment

The Opportunity

At UniSC, technology is central to enhancing the experience of our students and

staff. As part of the Information Technology team, you will play a key role in advancing the University’s digital transformation, with a strong focus on user experience, service quality, and data-informed decision making.

In this role, you will lead the development of our Digital Experience Operations

capability, moving beyond reactive support to design proactive, intelligent approaches that anticipate issues, reduce disruption, and improve productivity. Working across Microsoft 365, service management platforms, automation tools, and analytics, you will translate insights into action and collaborate with technical teams and stakeholders to deliver seamless digital experiences that enhance teaching, learning, and research outcomes.

You will

• Establish and mature a Digital Experience Operations (DEX Ops) capability across UniSC;
• Develop proactive monitoring, automation, and self-healing capabilities that reduce incidents before they impact users;
• Drive continuous improvement initiatives based on user experience data, service analytics, and operational insights;
• Improve technology adoption, productivity, and employee experience outcomes through data-driven interventions;
• Provide strategic leadership in the use of digital experience platforms, automation technologies, and service intelligence capabilities; and
• Support the University's digital transformation objectives through measurable improvements in technology experience and service quality.

About you

You are a forward-thinking IT professional who understands that great technology

is defined by the experience it creates. You bring a blend of technical knowledge, analytical thinking, and a genuine interest in improving how people interact with digital tools.

You thrive in environments where you can influence change, connect data with

outcomes, and work across teams to deliver meaningful improvements. You are equally comfortable diving into data, engaging stakeholders, and leading initiatives that elevate service performance.

You will possess

• Completion of a relevant degree in Information Technology, Business Information Systems, Data Analytics, or equivalent experience;
• Demonstrated experience in IT support operations, including incident and request management, with the ability to provide guidance or direct support in complex or high-impact scenarios;
• Demonstrated experience in IT Service Management, Service Operations, Digital Experience Management, Workplace Technologies, or End User Computing;
• Experience analysing operational, service, and user experience data to drive measurable improvements;
• Experience implementing automation, workflow optimisation, or self-service capabilities;
• Demonstrated ability to lead continuous improvement initiatives across multiple technology teams;
• Strong analytical and problem-solving skills with the ability to translate data into actionable recommendations;
• High-level communication and stakeholder management skills;
• Demonstrated understanding of ITIL practices including Incident, Problem, Change, Knowledge, and Service Improvement; and
• Experience producing executive reporting, dashboards, and performance metrics.

Desirable

• Experience with Nexthink, ServiceNow, Move Works, Microsoft 365, Intune, Power BI, or similar platforms.
• Experience with Digital Employee Experience (DEX), Experience Level Agreements (XLAs), or User Experience Monitoring.
• Experience developing automation using PowerShell, Power Platform, APIs, or workflow automation tools.
• Relevant certifications in ITIL, Service Management, Data Analytics, Automation, or Digital Experience Management.

Don't meet every requirement? At UniSC, we understand that your work and life

experiences can be just as valuable. If you're excited about this role but your CV doesn't align perfectly with our position description, we encourage you to apply anyway. You may be just the right candidate for this or one of our many other opportunities.

UniSC is an equal opportunity employer, committed to diversity and inclusion. We

encourage applications from all backgrounds, including those with disabilities, women in STEM, First Nations Peoples, and individuals of diverse cultures, genders, abilities, and experiences. We value achievement relative to opportunity and encourage your commentary on your achievements in this context.

For additional support during the application process, please contact us at

unisc-careers@usc.edu.au [unisc-careers@usc.edu.au] or call +61 7 5430 2830.

How to apply

All applications must be lodged through our website. To apply please visit our

website at: Careers at UniSC [https://www.usc.edu.au/about/careers-at-unisc]

Applications for this position close midnight, Sunday 16 August 2026.

Position description: Download File

[https://static.pageuppeople.com/static/people/icons/icon_file_small.gif] 494669_Senior IT Support Officer.pdf [https://secure.dc2.pageuppeople.com/apply/TransferRichTextFile.ashx?sData=UFUtVjMt2LJjf4lIkNy7aMMpuAYUOhFu7m_tfNVysikrw0TT6v5byf5lU0LbhaI8Fp_UmJu0tO4Pgsz7H4JV5gjv37zGFHnnU1c-5A6tx0LPZAOtoECIHNkWmuALO7sLu_Y0CFEodS-LV6JU-oQYM6k27IfAlA%7e%7e]

Your completed application must include

• a resume, and responses to specific pre-determined selection criteria as outlined in the application form.

Further information regarding how to prepare your application is available on

our website: Join our team. [https://careers.usc.edu.au/join-our-team]

Have questions or want to know more? For a confidential discussion, please

contact:

Carmelo Pellizzeri

Manager Client Services – Information Technology Services Telephone: 07 5456 5300 Email: cpellizzeri@usc.edu.au [cpellizzeri@usc.edu.au]

We would love the opportunity to get to know you better, but we know it works

both ways. To get to know a little more about us, visit us at: Welcome to UniSC [https://www.usc.edu.au/about] and LinkedIn Life [https://www.linkedin.com/school/university-of-the-sunshine-coast/life/]

UniSC values a diverse and talented workforce and invites applications from

candidates who already have legal work rights in Australia.

UniSC does not accept unsolicited applications. For agency inquiries, contact

unisc-careers@usc.edu.au [unisc-careers@usc.edu.au]

Discover UniSC [https://www.usc.edu.au/about/careers-at-unisc/discover-unisc]

We’re all about doing work that matters, connecting with great people, and being

part of an incredible journey. While we’re not the largest university, we are one of the fastest growing in Australia, now with over 2,000 staff across five campuses in South East Queensland and an expanding presence in major capital cities, and we’re making a big impact every day through ground-breaking research, a strong commitment to sustainability, high-performance sport, and award-winning alumni.

We are committed to delivering high-quality research and teaching that address

major global and regional challenges, with established and emerging strengths in sustainability, environmental systems, biodiversity, aquaculture, preventative health and regional resilience. Our research excellence is internationally recognised through strong performance in global benchmarking, including leading rankings in the 2025 Times Higher Education (THE) Impact Rankings for “Zero Hunger,” “Climate Action” and “Life on Land.” UniSC is also recognised for its teaching excellence, with a strong emphasis on student success, innovative and engaging learning experiences, and strong graduate outcomes that equip learners to make meaningful contributions in their chosen fields. As the only university operating within three UNESCO Biosphere Reserves and a UNESCO World Heritage Site, UniSC is uniquely positioned to leverage its natural environment to advance impactful research, teaching and partnerships that support sustainable futures, with sustainability embedded across all aspects of our teaching, research and operations.

We foster a collaborative and supportive environment that encourages continuous

professional development and provides the tools and resources to grow your career. We value the contributions of every team member and the role they play in our culture and success. We’re not afraid to do things differently, and we’re looking for people who share our values and want to be part of a team working together to make a meaningful difference to local and global challenges.

Our Culture [https://www.usc.edu.au/about/careers-at-unisc/our-culture] &

Benefits:

• Our collaborative, passionate and welcoming culture is what really sets us apart.
• Modern teaching & research facilities.
• Professional development and career pathway opportunities.
• We are a proud recipient of the prestigious Athena SWAN Bronze Award, granted as part of the Science in Australia Gender Equity (SAGE) [https://www.usc.edu.au/about/diversity-and-inclusion/gender-equity/sage-athena-swan] initiative.
• Flexible work arrangements & generous leave options.
• Salary packing options + 17% Super.
• EAP, fitness passport & discounted private health.