Program Support Officer

Program Support Officers assist in the operations of a Project/Program/Portfolio Office and the delivery of projects. Key duties and responsibilities Key responsibilities Incident triage, escalation and coordination, ensuring business impacts are understood and appropriate technical and business stakeholders are engaged. Problem management and operational follow-up to reduce recurring issues and improve service stability. Data remediation activities, including coordination of data corrections, investigation of data issues and engagement with business and technical teams. Provide governance and oversight of access management, including onboarding, access reviews, audits and resolution of access issues. Ensure effective management of shared operational mailboxes, service requests and stakeholder enquiries. Coordinate user and stakeholder support for BAU operational matters across GPMS, ACG and B2G. Ensure Standard Operating Procedures (SOPs), operational guidance, support documentation and workarounds remain current and fit for purpose. Monitor emerging operational risks, recurring issues and service impacts and escalate where appropriate. Coordinate business and operational readiness for scheduled system releases. Develop readiness criteria and conduct business readiness checkpoints throughout the release lifecycle. Coordinate maintenance windows and assess potential impacts to BAU operations. Ensure relevant stakeholders understand confirmed release scope, timing, impacts and support arrangements. Coordinate Business Verification Testing (BVT) requirements and associated operational planning. Participate in production and pre-production release planning and run-sheet activities. Establish post-release warranty support arrangements, including stakeholder engagement, escalation pathways and operational reporting. Provide a central operational coordination point for defects and incidents arising during releases and warranty periods. Coordinate major incident response, including identification of impacted stakeholders, escalation, executive updates and business communications. Ensure operational lessons from incidents and releases are incorporated into SOPs, readiness processes and future release planning. Criteria The buyer has specified that each candidate must provide a one page pitch to address all criteria specified. This is equal to 5000 characters. Essential criteria 1. Responses to this RFQ will be evaluated against the following criteria: The Service Provider’s demonstrated understanding of the Services required. The Service Provider’s demonstrated capability and capacity to provide the services. The extent to which the Fees proposed provides value for money for the Australian Government. Opportunity summary Sellers can submit Up to 1 candidate Number of sellers invited Fewer than 5 Number of candidates submitted Fewer than 10 Send us feedback About Accessibility Privacy Terms of use Disclaimer and copyright An initiative of the Digital Transformation Agency The Australian Government acknowledges the Traditional Owners of Country throughout Australia and acknowledges their continuing connection to land, waters and community. We pay our respects to the people, the cultures and the Elders past and present. © Commonwealth of Australia