Customer Operations Technical Expert

Details of the offer

Merit list/pools and how they will be used Applicants suitable for the role but not offered the position for the current vacancy may be placed in a merit list or pool. If the applicant agrees, the results may be shared with other Australian Public Service (APS) agencies for filling similar roles. Applicants may be offered a future role without the need to reapply. A merit list or pool may be used for up to 18 months.
This merit list/pool may be used to fill other vacancies anywhere in Australia.
The APS 6 Technical Expert works within a team responsible for managing the library collection, contracts, licences, and subscriptions. Technical Experts in CEG work in a highly professional environment, collaborating with team leaders, members, the CEG executive group, and a range of stakeholders. The focus of the Technical Expert role is to provide team expertise in systems, processes, and legislation to ensure agreed quality and service standards are met. The Technical Expert is the team's primary contact for managing complex issues.
The key duties of the position include: Experience in procurement of services under the Public Governance, Performance and Accountability Act 2013 (PGPA Act), with well-developed negotiation skills and the ability to engage positively with stakeholders and build solid working relationships. Experience in the management of a library, including the maintenance of Library Management Systems and the curation of digital collections. Understand and analyse product and service usage to make informed decisions about acquisition and disposal of materials and services. Well-developed analytical skills, including the ability to problem-solve, conceptualise, and/or build digital products and services to evolve service delivery. Build and maintain complex stakeholder relationships and provide specialist assistance to key groups to achieve high-level outcomes. Well-developed interpersonal, written, and verbal communication skills, including the ability to prepare documents. Assist in implementing the Group's operational plan and team's work plan, including strategic planning for longer-term initiatives. Ability to contribute expertise to continuous improvement of services and business processes. Ability to interpret, communicate, and apply legislation. Provide technical advice and expertise to resolve complex customer service, procedural, and systems issues. Analyse data to identify trends and improve business processes, practices, and quality management outcomes. Assist the Assistant Director with managing productivity through work allocation and identifying training and development needs. Notes Under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the Australian Public Service (APS). All applicants offered employment will be required to successfully undergo a pre-engagement screening check, even if they have a security clearance. The screening check is conducted in accordance with the Australian Government Protective Security Policy Framework requirements. The successful candidate/s may be required to obtain and maintain a security clearance at a specified clearance level – please check the candidate kit for security clearance requirements. The successful applicant/s must be willing to share all relevant and required information.
We are looking to fill this position on an ongoing basis. Future positions may be offered on an ongoing or non-ongoing basis subject to operational requirements. Where a non-ongoing position is offered, the role will be filled for a specified term of up to 12 months initially with the possibility of extension.
IP Australia acknowledges that those with diverse experiences, perspectives, and backgrounds enhance our workplace and our capability for innovation. Aboriginal and/or Torres Strait Islander People, People with Disability, and LGBTIQA+ people are encouraged to apply for any advertised position for which they may be suitable, within IP Australia.
IP Australia embraces flexibility, including hours and location. Most of our roles can be done from anywhere in Australia, as long as you have a reliable internet connection and an appropriate office set-up. We have offices in Canberra (Ngunnawal Country) and Melbourne (Naarm Country) for employees who are located within a reasonable distance to the office, and most employees work a mixture of days in the office and days from home. We have a shared hub in Sydney (Gadigal Country). Employees who are not located near an office work completely remotely.
RecruitAbility applies to this vacancy. Under the RecruitAbility scheme, you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme, declare you have a disability, and meet the minimum requirements for the job. For more information visit:
IP Australia is a Government agency with a passion for bright ideas. We offer a flexible workplace and rewarding career paths in the IP industry. If you get excited by creativity, innovation, and breakthrough technologies, you should consider applying for a job with us. Be part of the team protecting Australian inventions and ideas while maintaining a balanced lifestyle. We offer stimulating jobs with strong career paths in the exciting and fast-growing world of Intellectual Property. We administer IP rights and legislation relating to patents, trademarks, designs, and plant breeder's rights. We contribute to the innovation system more broadly by using our skills and experience to advise government and Australian businesses to make the most of their IP. Our vision is to have a world-leading IP system that builds prosperity for Australia.
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