Senior System and Customer Support Officer Full-time Temporary with a Possibility of Permanency

Senior System and Customer Support Officer
Full-time Temporary with a Possibility of Permanency

Details: Do you want to enrich your community by providing digital government services that are so easy, they just happen? That's what Digital Canberra is here to do. We deliver and support digital government services that are easy to access, save time, and are safe to use. Join Digital Canberra and help deliver smart, secure, and seamless digital services that improve the people that live and work in our beautiful city and surrounding area.

At Digital Canberra, you'll work with passionate technologists, policy experts, and designers to build and sustain services that matter. We value curiosity, collaboration, and creativity, and we're committed to helping you grow.

Summary of Role:

Are you someone who wants to make a difference in shaping the way ACT government designs its services to meet the needs of the community? Do you enjoy working with people and looking for opportunities to make things easier for citizens and more efficient for government?

ACT Digital Branch is responsible for driving the ACT's digital service delivery agenda to make it easier and more convenient for citizens and businesses to connect and do business with government. Our approach includes facilitating end-to-end design and delivery within multi-disciplinary teams, with a focus on improving the user experience and creating change that benefits government, business and the community.

Responsibilities

• Manage the day-to-day general operation of the ACT Digital Account and whole of government digital services (Salesforce) platform. This includes assisting with release activities, monitoring security aspects of the platform, undertaking and documenting Post Incident Reviews, and providing oversight of data backups.
• Provide frontline support for citizens and directorates in their use of the digital account, digital services platform and citizen-facing services, escalating complex requests as necessary. This includes undertaking regular system health checks to ensure the citizen experience is not compromised.
• Assist in the management of the operational backlog, provide oversight and management of license arrangements and utilisation, perform testing activities as required, oversee data and records management compliance, and create reports, dashboards, analytics and statistics for internal and external stakeholders.
• Contribute to designing and determining system and service requirements, staff training, communication and maintain supporting documentation such as Standard Operating Procedures, Business Continuity and Disaster Recovery Plans and the Crisis Management Plan.
• Work collaboratively and participate in action learning approaches in a continuous improvement environment.

We are committed to creating an inclusive environment where people with diverse thoughts, lived experience, and perspectives can thrive and contribute their unique talents to the ACTPS and ACT community. We encourage Aboriginal and Torres Strait Islander people, people with disability, people with culturally and linguistically diverse backgrounds, veterans, younger and older workers, and people with diverse genders, sexes and sexualities to apply.

Eligibility

Eligibility/Other requirements: The successful applicant must be an Australian citizen and possessor of an Australian Government Security Vetting Agency (AGSVA) security clearance at the Baseline level as an eligibility qualification. If AGSVA screening is not successful, your employment will not commence or, if already commenced, your employment will be reassessed.

Notes: This is a temporary position available immediately until 27 August 2026 with the possibility of permanency. A Merit Pool will be established from this selection process and will be used to fill vacancies over the next 12 months. This position will be moving to a new workplace designed for activity-based working (ABW). Under ABW arrangements, officers will not have a designated workstation/desk. Flexible Working/Hybrid Options: Opportunities for flexible working options could include hybrid working, being a combination of working from home, designated office based and FlexiSpace working locations across the ACT, part-time hours, job-sharing, flexible start, and finish times.

The ACT public service is committed to closing the gap, underpinned by the belief that when Aboriginal and Torres Strait Islander people have a genuine say in the design and delivery of policies, programs and services that affect them, better life outcomes are achieved. More information can be found here: ACT Closing the Gap Implementation Plan - ACT Government Transparency Portal.