Support and Analytics Lead

Job Reference :   1040272

About the Role :

Are you a proactive problem-solver ready to take the lead on data and systems support? As the Support and Analytics Lead, you will play a pivotal role in coordinating the daily activities of a dynamic team that supports key systems across the entire student lifecycle, including Student Management, Curriculum, Exams, and Graduation.

This role is both challenging and rewarding. You will oversee responses to support requests via the Student Business Systems and Solutions (SBSS) helpdesk, manage the delivery of data extracts, reports, dashboards, and training, and ensure all activity aligns with University policies. You’ll also contribute to system enhancements through analysis, testing, and configuration, ensuring our systems are always evolving to meet the needs of staff and students.

You’ll be deeply involved in project work, from implementation to post go-live support, and collaborate closely with stakeholders across the University. It’s a chance to build strong relationships, challenge and improve business processes, and play a key role in maintaining the ‘central bloodstream’ of our student systems.

If you’re looking for a role that’s fast-paced, full of variety, and offers real impact - this is your opportunity to lead change, shape operations, and help drive student success across the University.

Your responsibilities will include :

• Provide leadership to the Support & Analytics team by fostering a culture of high-quality, customer-focused service, ensuring users receive accurate, consistent, and timely advice, while coaching and guiding the team to perform their work effectively and efficiently.
• Manage the intake and flow of service requests using ITSM tools, ensuring resources are allocated appropriately, deadlines are reasonable, and issues are resolved promptly.
• Develop and maintain internal service level standards to monitor and improve team performance.
• Contribute to the design and continuous improvement of team processes to ensure best practice operations.
• Build and maintain strong, proactive working relationships with stakeholders across Student Services, Schools, and Faculties to ensure seamless service delivery.

We are looking for (selection criteria) :

• A relevant degree with a strong focus on information systems or ICT, along with extensive experience; or an equivalent combination of relevant education, training, and experience.
• Demonstrated experience using ITSM tools to manage and prioritise system support requests within a complex enterprise environment.
• Strong team leadership and management skills, with the ability to foster a high-performing, customer-focused, and collaborative team culture.
• Excellent project and time management skills, with the capacity to manage multiple competing priorities and deliver outcomes effectively.
• High level analytical and problem-solving skills, with the ability to identify issues and implement effective solutions in a complex systems environment.
• Demonstrated experience interpreting and applying policies, procedures, and guidelines with accuracy and sound judgment.
• Strong interpersonal and communication skills, with the ability to engage professionally and sensitively across diverse cultures and organisational levels to build effective working relationships.
• Experience in a tertiary education environment (desired).
• Experience working with a complex student management system (desired).

Role Requirements :

• As this is a continuing (permanent) role, you will require permanent work rights in Australia to be considered
• Successful applicants are subject to a National Police Clearance, and background, integrity, and reference checks to Curtin’s satisfaction

About Curtin University

We are an energetic, dedicated team of academics and professionals working together to provide global solutions through quality graduates and innovative research. Curtin is a welcoming space where integrity, respect for one another, courage, excellence, and impact are essential to everyday life. First Nations people, those identifying as LGBTQIA+, parents, carers, people of all ages, abilities and genders, and people of diverse ethnicity, nationality and faith are encouraged to apply. Our aim is to create a workforce that reflects the diversity of the community in which we live. For more information, please visit our Diversity and Inclusion page - https : / / staff.curtin.edu.au / discover-curtin / diversity-equity-and-inclusion-at-curtin /

What We Offer You :

Situated on Whadjuk Nyungar Country, our vibrant Bentley campus includes an art gallery, gym, childcare and medical centre, bus station, accessible parking and endless food options including a supermarket. Aside from the vibrant campus life, we offer more than just a job. Curtin offers a wide range of generous benefits, including additional leave, salary packaging, health and wellbeing services and an array of discounts for retail, travel and much more. For more information, check out our benefits page!

For more reasons to work at Curtin, please visit https : / / staff.curtin.edu.au / discover-curtin /

Join Us!

If this sounds like your next role, please click APPLY NOW and provide the following documents :

• Cover Letter addressing the selection criteria in the advert (2 page maximum)

If you have any queries in relation to this opportunity or the application process, please contact our careers team on CurtinCareers@curtin.edu.au or 08 9266 9000 (option 3,1), quoting the reference number. Please note applications will not be accepted via this email address.

Applications close : Sunday, 06 July 2025.

Disclaimer : Please note that there is no standardised time for the closing of adverts on the specified date. Therefore, we recommend submitting your application ahead of this deadline. Late applications will not be considered, and only successful candidates will be contacted.

Please note we are not accepting applications from recruitment agencies at this time.

Curtin reserves the right at its sole discretion to withdraw from the recruitment process, not to make an appointment, or to appoint by invitation, at any time. We reserve the right to remove the advert earlier than the date on the advert.