Online Services And Support - Multiple Roles

Job Req ID Home Affairs - 134552 Location ACT; NSW; QLD; SA; VIC; WA   Employment Type Ongoing (Permanent), Full-time  Classification APS Level 4 - $74,049.00 and $79,871.00 plus 15.4% super (part time pro-rata) Contact Officer Mardi Espinoza on 0435 160 350 or ******   Office Arrangements Flexible; Hybrid  - Flexible working arrangements can be negotiated in accordance with our Enterprise Agreement and the operational requirements of the role.
Applications close on 07/01/2025 at 11:59pm AEDT (midnight) - Late applications will not be accepted.
About our opportunity This process is being used to fill multiple immediate position/s.
Applicants suitable for the role but not offered the position for the current vacancy may be placed in a merit list or pool to fill similar vacancies for up to 18 months anywhere in ACT; NSW; QLD; SA; VIC; WA.
About our team Immigration | Service Design & Delivery Programs | Services Delivery Operations | Online Services and Support Section Service Delivery Operations (SDO) Branch sets the overarching strategy and policy for client service delivery in the Department.
The branch champions the Australian Government's Data and Digital Strategy to deliver simple, secure and connected information and services to clients and stakeholders and strives to continuously improve the cross-channel user experience.
The branch provides service delivery to departmental clients through call centre arrangements, online and face-to-face services, feedback management and escalation, and provision of helpdesk and business support for both internal and external stakeholders.
The Online Services and Support Section provides support and business oversight for the Department's primary visa lodgement and support systems and undertakes some centralised administrative processing for Immigration Group.
The Section has business ownership of the Enterprise Security Service (ESS), ImmiAccount, Visa Entitlement Verification Online (VEVO) and eBiz Admin systems and is a centralised function for refunds and open payments, International Movement Record requests and administration of passport and contact detail updates.
We are a key stakeholder in online service delivery.
Please visit our website for more information about the Department of Home Affairs or Australian Border Force Our ideal candidate The Department is looking for people who enjoy working in a fast paced, flexible team environment.
To be successful in the role, our ideal candidates will be self-driven and demonstrate an ability to undertake the duties, responsibilities and role requirements as outlined below.
Candidates must display integrity, high ethical standards and careful attention to detail to make lawful decisions confidently and decisively.
They will thrive working in a rapidly evolving and forward thinking environment, have excellent organisational and communication skills, and be competent in use of computers and learning new systems.
Our ideal candidate will have the following attributes: Ability to adopt a client-focused approach to service delivery Effectively interrogate and interpret information in departmental systems, ensuring accuracy and completeness of records Ability to acquire and apply well-developed technical skills to perform client data analysis and resolution Ability to adapt to changing task priorities as part of a multi-disciplined and fast-paced work environment Ability to undertake accurate, consistent, and timely processes Ability to identify issues, analyse information from different sources and make sound decisions Ability to work collaboratively as part of a large, dynamic and responsive team.
Skills: Sound client service skills Sound oral and written communication skills Demonstrated proficiency with the Microsoft Office suite and productivity tools, such as Teams Sound analytical skills applicable to a client service environment.
Highly desirable: Previous experience working in a resolver group helpdesk or client service environment Prior experience within Home Affairs and familiarity with departmental systems is desired but not essential.
About our roles Refunds and Open Payments The Refunds and Open Payments team centralises the function of refunds and repayments across visa programs, and guides associated business changes.
The team also designs and develops user-focused processes to improve the client experience and address the volume of refund requests.
Case Officer - Refunds and Open Payments Team duties will include: Assess refund and repayment applications in accordance with relevant legislation, policy and procedure to make lawful, evidence-based decisions Provide quality information and services to clients, with ability to communicate effectively with staff and members of the public who are culturally and linguistically diverse Work co-operatively as part of a team, fostering positive working relationships and ensuring a strong client service focus within the team Provide support to staff and Team Leader as required Work effectively in a high volume environment, achieving Key Performance Indicators (KPIs).
ImmiAccount and VEVO Helpdesks The ImmiAccount and VEVO Helpdesks are responsible for the provision of Level 2 technical helpdesk support to both internal and external users of the Department's online visa and citizenship lodgement systems.
The VEVO team is also the business owner of the Department's myVEVO app and the VEVO Application Programming Interface (API) service.
Helpdesk Analyst - ImmiAccount and VEVO Helpdesks duties will include: Analyse and resolve technical enquiries affecting users of ImmiAccount and VEVO online services within Service Level Standards Administer user access to a number of online systems Perform data corrections within visa and citizenship lodgement and processing systems Monitor enquiry trends to identify system defects for escalation to Level 3 resolver teams Participate in project activity including User Acceptance Testing (UAT) and Product Verification Testing (PVT) Support the APS 5 Senior Helpdesk Analyst.
IMR, Passport and Contact Detail Administration The IMR, Passport and Contact Detail Administration team undertakes centralised management and processing of several online client enquiry forms, including requests to access International Movement Records and requests to update passport and contact details.
The team also works closely with our third party service provider that undertakes some administrative work for the Department.
Senior Administrative Officer - IMR, Passport and Contact Detail Administration duties will include: Process International Movement Record or passport update enquiries in accordance with legislation, policy and procedure, including complex enquiries Action relevant enquiries and escalations from the Department's service provider Assist Team Leader, including work allocation and data collection to inform reporting Mentor, train and provide guidance to junior staff in IMR or passport and contact detail processing Assist with quality assurance functions, which may include providing feedback Identify learning needs of junior staff and collaborate with Team Leader to address training or knowledge gaps Identify opportunities to improve processing and caseload management to better manage service levels.
The APS4 roles within the Online Services and Support Section work under general supervision to analyse, assess and resolve enquiries and requests.
They use departmental systems and make assessments against relevant legislation and policy guidelines.
They may be responsible for analysing and resolving more technical issues affecting client data and system functionality, facilitating process and services to departmental clients.
They will have strong administrative and computer skills, with a capacity to develop technical expertise in departmental systems to assist with high volume administrative processing, including more complex requests.
How to apply Submit your application and CV through the Home Affairs' recruitment system (ourPeople) before the closing date on 07/01/2025 at 11:59pm (midnight) AEDT  – Late applications will not be accepted.
As part of your application, you will be required to prepare and submit a statement of claims response document (250 words per capability, one page in total) addressing the following capabilities: Achieves results Supports productive working relationships Communicates with influence  Demonstrates professional or technical proficiency  Applicant response documents must be a minimum 11pt font in MSWord or PDF format, include your full name and the Requisition Number – 134552 in the document footer.
Prior to preparing your response it is recommended you review the Work Level standards relevant to the classification you are applying to.
It may also be useful to refer to the Integrated Leadership Systems information relevant to the classification.
Eligibility To be eligible for the position you must be an Australian Citizen.
The successful candidate will be required to obtain and maintain a Baseline Vetting (AGSVA) security clearance, and:   ABF Workers will also be required to obtain and maintain an Employment Suitability Clearance (ESC).
Home Affairs Workers will also be required to obtain and maintain an Onboarding Check.
In certain circumstances, an Employment Suitability Clearance (ESC) may be required in addition to, or in lieu of, an Onboarding Check, which will be determined by the delegate as necessary.
Diversity and inclusion The Department is committed to workforce diversity and applicants who are Aboriginal and/or Torres Strait Islander, come from a diverse cultural or linguistic background or have a disability are encouraged to apply.
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: https://www.apsc.gov.au/recruitability Technical assistance For technical enquiries please call or email for assistance: Email: ****** Phone: 1300 793 883 (within Australia) or +61 2 6196 0444 (outside of Australia) Please include any applicable screen captures, a response will be provided during business hours.
Notes The Department of Home Affairs offers an attractive remuneration package, including salary, superannuation benefits and flexible working conditions appropriate to the level of the position.
The Australian Public Service (APS) Employee Value Proposition (EVP) highlights the top reasons our employees enjoy working in the APS.
The Department may provide relocation assistance to eligible APS employees required to relocate.
The level of assistance will vary depending on the reason for relocating and your personal circumstances.
For further information please enquire with the contact officer listed in the advertisement.
Information about employment and advice on how to apply for vacancies can be obtained from the Department's website at https://www.homeaffairs.gov.au/about-us/careers Candidates should be aware that in roles where vaccination against COVID-19 is required by public health orders/directions or other legislation proof of vaccination will be required.
If a candidate is not fully vaccinated or is unwilling to be vaccinated within a reasonable time period, they may not be offered that role.