Education Systems Management is seeking a passionate and dedicated Support and Engagement Officer to join the team.
This is a temporary and exciting opportunity which will allow the successful applicant to provide support and resolve incidents raised initially in the area of Cybersafety and Reputation Management.
The position will respond and provide assistance to schools, regional offices and corporate units on Cybersafety, reputation management and inappropriate online behaviour issues which are affecting our schools, students and staff.
The position will also provide incident management for our other enterprise applications including Office365, Internet Filtering and the department's learning management system QLearn as well as any future applications.
About The Department
The Department of Education is dedicated to building an inclusive and diverse workforce that reflects the community and schools we support by treating everyone with respect and dignity. This starts with recruitment and selection. The methods of assessing suitability in the recruitment process may vary. This includes making reasonable adjustments to support applicants at all stages of the process and employee lifecycle.
The Education Systems Management teams manage departmental applications used by state schools. The successful candidate will be responsible for providing incident management, advice to manage Cybersafety, reputation management and investigate inappropriate online behaviour, action and escalate as required.
Additionally, you will be supporting end users, application maintenance and enhancements, as well as stakeholder engagement.
About The Role
We are looking for applicants that have excellent interpersonal skills, highly developed analytical skills, and the ability to identify and understand online behavioural trends and issues affecting our schools. We are seeking someone with an eye for detail, who is willing to learn and adapt with the ability to quickly grasp the use of social media platforms, new applications and online technologies within short timeframes.
Responsibilities Include
- Apply your knowledge and expertise and use analytical and problem-solving skills to resolve incidents and respond to requests for advice and support by speaking with clients and responding in writing where appropriate.
- Work with teams on the development, improvement and maintenance of standardised documented processes and related technical documentation.
- Contribute to implementing strategies, and mentor others to ensure continual development and improvement.
- Monitor and manage work queues and incoming requests, and coordinate responses and actions to those that are high impact or time critical with direct client contact as required.
- Develop, review and edit Knowledge Base Articles (KBAs) and other supporting materials and additionally work collaboratively to analyse trends in support requests and incident data, and report on findings to the team.
- Build and maintain cooperative working relationships between internal and external stakeholders including the large social and technology companies and key government departments.
Interested? To Apply:
- Attach a brief resume including contact details for 2 referees (referees should have an understanding of your relevant work history);
- Attach a 2-page response outlining how your achievements and capabilities meet the requirement of the role.
We welcome all applicants to share any support needed to ensure our recruitment process is inclusive.
Applications remain current for 12 months from the closing date and may be considered for appointment to identical or similar vacancies within the Department.
Applications from recruitment agencies will not be accepted.
When working in regulated employment an employee must have a current Working with Children Clearance (blue card) issued by Blue Card Services.
Salary rate shown is reflective of full-time (1.0 FTE).
The Department of Education is a family inclusive workplace. Click here to find out more about our Inclusion and Diversity strategies.
Occupational group Administration
