IT Application and Service Support Officer

Fairness feels good

Make a real impact at AFCA. Where fairness drives every decision. Help us deliver world-class, independent complaints resolution for Australians. As a not-for-profit and progressive financial ombudsman, we’re championing positive change. Achieving our purpose takes progressive thinking, accountability and resilience. At AFCA, our inclusive leadership values every voice. We offer our people flexible work options, thoughtful benefits and opportunities to deepen expertise. Flourish in a diverse, caring culture. Feel the difference of belonging to an organisation intentionally designed to put people first.

At AFCA, fairness is powered by great systems and by the people who know them best.

We’re looking for an IT Application and Service Support Officer with strong experience supporting Case Management platforms and enterprise applications, including Microsoft Dynamics 365 and supporting integrated systems. This role is ideal for someone who enjoys complex troubleshooting, vendor engagement, and uplifting frontline support capability.

Typically in this role you will: 

• Act as Subject Matter Expert for the Case Management System (CMS) and core business applications.
• Serve as the escalation point for complex incidents and service requests across CMS and Tier 1 applications.
• Troubleshoot and resolve advanced issues across D365 and supporting integrated environments, including:• Power Automate workflow analysis
• Dataverse analysis
• Plugins, add‑ons, and API integrations

• Log, track, and escalate defects, workarounds, and enhancements using DevOps, Jira, Confluence, clearly distinguishing issues vs improvements.
• Engage with vendor support, advocating for resolution of high‑impact or systemic issues, including those assessed as low priority.
• Maintain CMS knowledge, releases, and enhancements, keeping documentation current and practical.
• Create clear documentation and train Level 1 support, improving awareness of changes, known issues, and support boundaries.
• Represent IT to the business as a trusted CMS expert.
• Step in to support Level 1 when required to meet service targets.

• Proven Application and Service Support experience in enterprise environments.
• Strong experience supporting Case Management systems, D365 and supporting integrated platforms.
• Hands‑on experience with:• Microsoft Dynamics 365
• Power Automate
• Dataverse
• API / integration troubleshooting

• Experience with Freshservice (ITSM, incident and request management).
• Experience using DevOps, Jira, and Confluence.
• Strong vendor engagement and escalation capability.
• Excellent documentation and knowledge‑sharing skills.
• ITIL knowledge or certification (highly regarded).
• A customer‑first mindset.
• Enjoys staying up to date with end‑user technology and system improvements.
• Takes pride in building knowledge

• BOSS Best Places to Work 2024 –credited for its culture, engagement and flexible working arrangements.
• Most Inclusive Workplace 2024 – Australian HR Institute (AHRI) Awards.
• Employer of Choice Public Sector and NFP – Australian HR Awards 2023
• Silver AWEI Accreditation 2025 – Recognised for LGBTQ+ workplace inclusion.
• Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity.
• Hybrid working – Flexible arrangements with state-of-the-art offices designed for collaboration and wellbeing.
• Inclusive leave options – Flexible public holidays, 20 weeks paid parental leave, gender affirmation leave, women’s health leave, and paid time off over Christmas.
• Locations – A team of over 1,200 dedicated professionals based in modern Melbourne and Sydney CBD offices.

To apply

If you’re passionate about fairness and believe your skills align with this role, we encourage you to apply even if you don’t meet every single criterion.

We welcome applications from people of all backgrounds, cultures, abilities, sexual orientations, and gender identities. If you require any accessibility support during the recruitment process, please reach out to our team at [email protected].

AFCA is a 2025 Circle Back Initiative Employer - we are committed to responding to every applicant.