Information Services Officer

• Full-time, Fixed Term position until November 2026

• Salary Level HEW 5 + 17% Superannuation

• Based at the Bundoora campus, but may be required to work and/or be based at other campuses of the University

About the role

As Information Services Officer, you will deliver high-quality student-centred frontline library services across multiple service channels, ensuring consistent, accurate and timely support for students and staff. This role provides guidance and real-time support to colleagues during service delivery, acts as an escalation point for complex enquiries, and contributes to the continuous improvement of frontline services, systems and knowledge resources.

Working collaboratively within a team environment, you will support service excellence through effective communication, strong problem-solving and a commitment to inclusive and accessible service delivery.

To be successful in this position, you will have:

• Demonstrated experience delivering high-quality, student-centred customer service across multiple channels, including in-person, web chat, email and phone, within established service frameworks.

• Demonstrated ability to provide accurate information, guidance and appropriate referrals, exercising sound judgement within a library, education or customer service environment.

• Experience using digital systems and tools, with the ability to contribute to the maintenance and improvement of online information and knowledge resources.

• Demonstrated organisational skills, with the ability to manage competing priorities, apply attention to detail and follow established processes and procedures.

• Demonstrated ability to assess, resolve or appropriately escalate complex enquiries, providing guidance to others and exercising sound judgement within defined protocols.

• Well-developed communication skills, with the ability to convey information clearly and professionally and adapt communication style to meet the needs of diverse audiences.

• Demonstrated ability to work collaboratively as part of a team, contributing to a positive team environment and continuous improvement of services.

• Demonstrated commitment to providing inclusive, accessible and student-focused services in a diverse environment.

Please Note: Appointment to this position is subject to passing a Working with Children and National Police Check.

About the Portfolio

RMIT University Library is a creative partner in the achievement of RMIT University’s teaching, learning and research strategic goals. It engages with other groups within the University to design initiatives that have a positive impact on the student experience including the provision of direct support, peer mentoring facilitation, advice and guidance for students’ academic skill development. It provides accessible and inclusive resources, services and facilities to support the information needs of RMIT's large and globally distributed student and staff population and supplies expertise for the management of the University’s archives and business information.

To support the goals and operations of the University, the Library is arranged into 4 main functional areas: Learning, Teaching and Research; Collections; Quality and Engagement; and Archives. The library increasingly delivers digital collections and services to maximise access by the RMIT user population. 

At RMIT Melbourne, the University Library operates from 4 locations: the Swanston Library; the Bundoora Library; the Carlton Library and the Brunswick Library and manages a Makerspace on the city campus. At RMIT Vietnam, the Library supports over 7,000 students from 2 locations: Ho Chi Minh City and Hanoi. All libraries are networked for wireless. They provide flexible spaces for individual and group study, computer equipped group study rooms and seminar rooms for academic and library research skills training.  

To Apply 

Please submit your CV and covering letter addressing your suitability for this position by clicking on the ‘Apply’ link at the top of this page.

For further information about this position, please see the Position Description hyperlinked below or contact Mel Kidman (Senior Coordinator, Frontline Services) via email [email protected]. Please do not send your application to this contact.

Position Description – Information Services Officer

RMIT is an equal opportunity employer committed to being a child safe organisation. We are dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community, and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community. 

In line with RMIT University’s commitment to a safe, respectful and inclusive environment, from 1 January 2026, the University will also consider gender-based violence (GBV) risk factors as part of our recruitment processes.  All applicants will be required to complete a gender‑based violence declaration in accordance with the National Higher Education Code to Prevent and Respond to Gender-based Violence.  Preferred candidates will also be required to undertake relevant pre‑employment background checks, including Working With Children Checks. Information provided will be treated confidentially and considered only for its relevance to the role and RMIT’s safety obligations.

At RMIT, we are committed to supporting adjustments throughout the recruitment and selection process, as well as during employment. We actively support and encourage people with disability to apply to RMIT (including alternate formats of application forms). To discuss adjustment requirements, please contact Dani, via [email protected] or visit our Careers page for more contact information - https://www.rmit.edu.au/careers.

We are a Circle Back Initiative Employer – we commit to respond to every applicant.