Application Support Officer

About us

ChildFund Australia is an independent international development organisation working to reduce poverty for children in developing communities. Our mission is to partner to create communities and systems change, which enables vulnerable children and young people, in all their diversity, to assert and realise their rights.

ChildFund Australia is a member of the ChildFund Alliance – one of the world’s oldest and most experienced child-focused development agencies. With a global network of 12 organisations, the ChildFund Alliance assists almost 23 million children and families in 70 countries. ChildFund Australia directly manages and implements programs in Cambodia, Laos, Myanmar, Papua New Guinea, Timor-Leste and Vietnam, while also supporting projects delivered by partner organisations throughout Asia, Africa and the Americas. Our work is funded through public donations and government grants.

Join us in realising our vision of a world without poverty where all children and young people can say: "I am safe. I am educated. I contribute. I have a future."

The Role

An integral member of the Systems and Decision Support (SDS) team, you ensure the smooth functioning of our infrastructure and systems. You are a responsive and professional problem solver supporting staff across the organisation with their daily use of platforms. You support projects that impact the whole organisation and provide advice and assistance to the Head of SDS in our use of applications.

This is a permanent, full-time role based in Surry Hills, Sydney. ChildFund Australia supports our staff in maintaining a sustainable and healthy work-life balance, and encourages a culture of flexibility around working arrangements, as well as a hybrid working model, to make this possible. As such, this role allows for two days working-from-home a week.

Key duties of the role

• A champion in leveraging and improving staff use of ChildFund Australia’s tool set and introducing new applications, including training, user support and maintenance
• Coordinate stakeholder participation in system and process development, bug fixes and product testing
• Attend to day-to-day management of Salesforce platform including user accounts, system maintenance and system improvements
• Support the use of Salesforce and Salesforce Marketing Cloud to maximise the organisation’s return on investment
• Provide data cleansing support to Salesforce users
• Act as an escalation point for IT support requests directed to external level 1 IT helpdesk support
• Manage a core platform of tools and applications for the whole organisation, particularly Office 365 and Salesforce
• Prepare, maintain, troubleshoot, and repair IT hardware in collaboration with external providers
• Proactively support the documentation of systems and processes
• Recommend improvements to systems and processes with a focus on platform security
• Support the delivery of an organisational platform roadmap
• Strengthen local partnerships and/or relationships, e.g., through capacity sharing to support localisation
• Promote and integrate gender equality, disability, and social inclusion into day-to-day work

Qualifications & Experience

• Technical knowledge of desktop hardware & software packages
• Strong computer skills, including excellent knowledge of Microsoft Office suite
• Strong understanding of processes and process improvement
• Salesforce Administrator Certification
• Experience maintaining and administering a Salesforce system

Desirable Qualifications & Experience

• IT helpdesk experience
• Knowledge of the Microsoft Azure environment
• Tertiary qualifications in a relevant discipline

Skills

• Highly organised and pragmatic problem solver capable of resolving complex issues
• Efficiently manages multiple tasks simultaneously
• Excellent communicator, with the ability to develop strong relationships
• Critical thinker and change champion passionate about streamlining and improving processes
• Analytical and detail-oriented
• Confidence working with people from different professional and cultural backgrounds
• Can work with a diverse range of stakeholders

Working at ChildFund Australia

As a valued member of ChildFund Australia, you will join an ambitious, passionate and collaborative team unlike anywhere else, and your contribution will be valued in many ways, including through:

• An attractive and fair remuneration package aligned with employment conditions and laws, and benchmarked against the local market to ensure we offer competitive employment conditions appropriate to our sector

• Flexible working arrangements, allowing you to maintain a healthy and sustainable work-life balance

• A hybrid working model, on a standard 60% in-office/40% WFH basis, allowing you more flexibility in the ways you work

• Salary packaging benefits that allow us to reimburse you for some personal expenses without having to pay some tax normally payable

• Our Employee Assistance Program (EAP) Uprise, which gives you access to assistance for personal, family, mental health, and employment-related matters for you and your family, including free external, professional and confidential counselling assistance.

• Our Learning & Development approach that enables you to have the information, skills, and knowledge needed to do you job and to grow in your position. We support staff in building their capacity and support you with on-the-job experience, coaching, formal training, and the ChildFund Academy.

Department: Systems & Decisions Support

Location: ChildFund Australia, Level 8, 162 Goulburn Street, Surry Hills NSW 2010

Employment: Full time

Reports to: Head of Systems & Decisions Support

Other Information: Must have full working rights in Australia.

Closing date: Friday 24th February, 2023

Applications will be considered on a rolling basis.

Please contact hr@childfund.org.au if you have any other questions about the role.

ChildFund Australia believes in a global community where children are safe and can reach their full potential. We take extensive steps to safeguard children in any work done by our people, i.e., our staff, volunteers and interns, supporters, partners, board members, ambassadors and suppliers. We strive to keep children safe through child safe practices, and rigorously ensure we prevent, oppose, and combat all exploitation and abuse of children and vulnerable people. As part of this commitment, all people working with us will undergo relevant background checks before joining ChildFund Australia.

In line with our values, diversity of people and ideas is critical to our work and our success at ChildFund Australia. We strive for a team culture that is welcoming, inclusive, and supportive. Childfund is an Equal Employment Opportunity (EEO) employer and strongly encourages people from all backgrounds, abilities, and identities to apply for any vacancies.