_{16th April, 2025}

Location: Melbourne or Morwell
Job Type: Permanent
Organisation: SEC

• Become part of the solution to climate change, accelerating Victoria’s renewable energy transition.
• Join a ‘for purpose’ government-owned energy company that empowers its people to make a difference.
• Opportunity for an experienced Operations Support Analyst to support the SEC Technology and Data team.

Do work that makes a difference 
  
More action is needed to reduce emissions and manage climate change. At the SEC, we are building an enterprising and dynamic team to accelerate Victoria’s transition to renewables and help achieve Victoria’s renewable energy target of 95% by 2035. We are working together for renewable, affordable reliable energy for all Victorians.
  
Your role 

As Operations Support Analyst within our Technology and Data team, you be responsible for providing dedicated L1 & L2 support to SEC business units across our SaaS applications and ensuring requests are resolved in a timely manner.
  
The focus of the role will be on developing a thorough knowledge of SEC corporate applications and established relationships with key SaaS vendors. It will provide exceptional customer service through resolution of service desk tickets related to incidents and service requests. The role will develop knowledge base articles for SEC staff to self-help and reduce help desk requests. It will also identify areas to optimise the SEC ITSM workflows focused in improving efficiency of service desk operations.
  
This role can be based in Melbourne or Morwell.
  
What you will do – Core Accountabilities include:

Incident Management – Identify, document and categorise incidents, providing initial diagnosis and resolution where possible. Follow escalation procedures for high-priority incidents, ensuring response times and minimal service impact.  Communicate incident update to affected users, setting clear expectations for resolution timeframes.
Service Desk Management – Provide Level 1 support by responding to user queries, logging tickets and troubleshooting common IT issues. Maintain accurate records of incidents and service requests to support trend analysis and process improvements. Escalate unresolved technical issues to higher-level support teams and SaaS vendors while ensuring timely follow ups with users.
Service Request Management - Process routine service requests, such as user access provisioning and software installations, within agreed SLAs.  Ensure compliance with approval workflows before fulfilling requests to maintain security and governance.  Proactively build knowledge articles to enable SEC staff to self-service and upskill application knowledge.
Vendor Management – Collaborate closely with SaaS vendors to manage prioritisation of requests and participate in regular vendor meetings to review performance.
  
Who you are: 
Must Have:
Your capabilities and areas of expertise that matter most for this role are:

• Experience working in Level 1 and/or Level 2 support desk environment within a SaaS cloud application environment
• Strong customer service & communication skills to effectively assist end users
• Proficiency in ticketing systems and ITSM tools for logging and tracking issues
• Basic troubleshooting knowledge across hardware, software & network-related incidents
• Ability to follow structured workflows for service requests and incident resolution
• Familiarity with ITIL processes, particularly Service Desk, Incident & Request Management. 

Highly Desirable

• Experience working within the energy sector
• Experience working with Tally or Technology One Saas products
• Experience supporting incident management events and vendor escalations.

Our empowered workforce 
A career with us means you’ll be joining a new and vibrant ‘for purpose’ government-owned renewable energy company that:   

• Empowers you to influence how we accelerate Victoria’s renewable energy transition and decarbonise our economy.
• Inspires you through meaningful, challenging work in an environment that encourages leadership and an entrepreneurial spirit.
• Supports your growth through career advancement and professional development opportunities.
• Provides hybrid work arrangements, with flexible work options to meet individual circumstances, providing greater choice and autonomy.  

About us  
We have an exciting and ambitious road ahead with a focus on: 

• Investing in renewable energy and storage projects that accelerate the transition and deliver commercial returns.
• Supporting households to go all electric to reduce their emissions and energy bills.
• Building the renewable energy workforce our energy transition requires.   

We’re partnering with industry to transform the energy sector, opening the state up for further innovation and investments in renewables. This includes an initial $1 billion towards delivering 4.5 gigawatts of power through renewable energy and storage projects.
  
We will also play an important role in helping Victorian households to reduce their energy bills and emissions by offering simple and effective solutions to help them switch to electric.
  
The energy transformation will create thousands of jobs. The SEC will play a role in attracting and training our future renewable energy workforce, including through the SEC Centre of Training Excellence.
  
How to Apply
We strongly encourage applications from Aboriginal and Torres Strait Islander people. We are also deeply committed to building an inclusive workplace that embraces diversity and people with disability, people from the LGBTIQ community, and people from culturally diverse backgrounds. We strive to create a respectful and collaborative workplace culture that allows all employees to thrive.
Confidence can sometimes hold us back from applying for a job, but we recognise that there’s no such thing as a ‘perfect’ candidate. At the SEC we offer more than a job. We provide a platform for growth, encouraging you to bring your whole self to your role. However you identify and whatever your background, please apply if this is a role that excites you.
For further information and to explore this opportunity further please contact sec.careers@secvictoria.com.au
We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.
Please click the ‘Apply Now’ button. As part of the application process, you will need to provide a copy of your resume and/ or a cover letter (optional) addressing how your skills, knowledge and experience will be relevant to this role.
Applications close on Friday 2nd May 2025.
  
Other things to know

• Applicants must be an Australian citizen, permanent resident or hold a valid work permit to be eligible to apply.
• To receive this information in an accessible format (such as large print or audio) or if you require any reasonable adjustments during the recruitment process, please reach out to sec.careers@secvictoria.com.au
• The SEC affirms that the collection and handling of applications and personal information will be consistent with the requirements of the Privacy and Data Protection Act 2014.

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