Senior Operations and Engagement Officer, APS Level 6, Digital Experience & Engagement

Department of Industry, Science, Energy and Resources

  • Canberra, ACT
  • Permanent
  • Full-time
  • 13 days ago
  • All Locations
  • Applications close 01/05/2024
About the DepartmentThe Department of Industry, Science and Resources and our broader portfolio are integral to the Australian Government’s economic agenda. Our purpose is to help the government build a better future for all Australians through enabling a productive, resilient and sustainable economy, enriched by science and technology. We do this by:
  • Growing innovative & competitive businesses, industries and regions
  • Investing in science and technology
  • Strengthening the resources sector.
About the teamThe Digital Experience and Engagement team is a centralised content operations and omnichannel management function in the department’s Communications branch. We specialise in UX content strategy and design, front-end web development, and cross-channel promotion.We’re responsible for managing and optimising the department’s external content on digital communications and engagement channels and platforms including:
  • industry.gov.au
  • consult.industry.gov.au
  • social media
  • newsletters
Our approach includes:
  • Maintaining a holistic view of the department’s strategic priorities and customer and stakeholder needs. This ensures our channels are providing current, targeted, integrated and useful information, products and services.
  • Partnering with subject matter experts across the department to determine how to meet business goals with user-centred content and content marketing solutions.
  • Partnering with communications colleagues on copywriting, editing, campaign planning, content marketing and promotional activities.
The opportunityThe Senior Operations and Engagement Officer, reporting to the Digital Delivery Lead, supports the digital team to manage business as usual operations and make ongoing improvements. The role is also responsible for managing consultation and engagement activities delivered on our consult.industry.gov.au platform.Our ideal candidateYou’re someone who:
  • Drives digital best practice – You’re a digital professional who understands what it takes for a multi-disciplinary team to design and deliver digital platforms, websites and services. You’re familiar with Australian Government standards and practices, including the Digital Service Standard and service design and delivery process. You’ve used Agile practices, like Scrum and Kanban, and your toolkit includes a flexible range of methods to track and communicate activities.
  • Gets excited about business continuity and process improvement – You’re motivated by helping others to deliver exceptional services and streamline operations. You’re comfortable planning, managing, investigating and analysing business problems and figuring out the best way to achieve efficient and effective outcomes on behalf of others.
  • Thinks strategically and pragmatically – You’re a systems thinker who proactively researches the strategic context and operational environment for any business improvement. You seek to understand organisation and team needs, and existing systems and processes before proposing or iterating solutions.
  • Is extremely organised – You’re well versed in working across multiple priorities and projects, proactively planning and prioritising your busy team’s work alongside your own tasks and projects. You’re confident triaging and querying incoming requests to ensure your team members are well equipped to meet stakeholder expectations and deliver quality outcomes.
  • Collaborates, advocates and negotiates – You have exceptional interpersonal communication skills and enjoy actively facilitating or participating in collaborative problem-solving activities. You’re comfortable negotiating and outlining expectations. You’re gently persuasive and great at keeping people on task.
  • Has sound judgement – You’re level-headed, careful and aware of the impact change can have on people. You’re intelligent with emotions, yours, and others’, take responsibility for decisions, maintain good governance, follow protocols and manage emerging risks.
  • Is a digital native – You’re fluent in a range of software and tools and enjoy learning new ones. You’re comfortable navigating and customising systems, running reports, and troubleshooting or escalating technical issues.
You may not have managed operations for a multi-disciplinary digital team before, but you have solid experience working in, or supporting more than one of, the following areas:
  • digital operations and delivery
  • digital product management
  • digital project management
  • agile practice and coaching
  • business analysis
  • change management
  • customer service
  • service design
  • portfolio, program and project support
The following experience is desirable, but not necessary:
  • public participation
  • stakeholder engagement
  • survey design
  • consultation service design
  • consultation platform management
What you will doAs an APS Level 6 Senior Operations and Engagement Officer you will be responsible for:
  • Guiding and supporting multi-disciplinary team operations and facilitating agile ways of working, including:
  • selecting, implementing and evaluating methods and tools to manage work at the team, project and program level
  • tailoring and documenting processes and procedures
  • supporting process improvement and change.
  • Supporting project management activities, including developing and managing project briefs, schedules and workshops with suppliers.
  • Coordinating, triaging, assigning, prioritising and following up work, including:
  • managing inbox requests, Kanbans, backlogs and tasks
  • engaging with internal and external stakeholders
  • facilitating team meetings
  • scoping and closing requests
  • identifying and removing blockers
  • reporting on work in progress
  • Managing consultation operations including advising clients on stakeholder engagement, survey design and consultation platform functions.
  • Helping to design engaging consultation content end-to-end including scoping, planning and determining requirements, designing, developing and building consultations and surveys.
  • Giving quality assurance feedback and guidance on consultation content.
  • Supporting administration activities associated with platforms, procurement, budgeting, recruitment and onboarding.
  • Supervising and developing junior operations staff.
  • Training digital team members and business areas and maintaining shared resources.
EligibilityTo be eligible for employment in the APS and the department, candidates must be Australian Citizens.Positions require a Baseline security clearance and successful candidates will be required to obtain and maintain a clearance at this level.NotesA merit pool may be established and used to fill future vacancies within 18 months from the date the vacancy was first advertised in the Gazette.The department does currently offer flexible work opportunities for many roles. This vacancy is Canberra based, although flexible or remote work arrangements may be considered. Please reach out to the contact officer to discuss this further.Application informationYour application must not contain any classified or sensitive information. This includes in your application responses, CV and any other documents. The selection panel may not consider applications containing classified information.Please provide a pitch explaining how your skills, knowledge and experience will be relevant to this role and why you are the best candidate for the position. Your pitch can contain no more than 750 words and should align to the key duties listed above.Please complete your application online and provide your current CV with your application. (CVs must be in .doc, .docx, or .pdf format).Accessible application documentation is available in other formats on request. Please contact or (02) 6276 1235 if you require assistance with your application.Please refer to our information for additional information on how to apply.Contact InformationFor more information regarding this opportunity, please contact Jane Kearney via email on jane.kearney@industry.gov.auHow to apply:
  • Start your application by clicking the "begin" button.
orBy choosing to continue, you agree to the department's privacy policy and declare that you consent to the collection (and subsequent handling) of your personal information for the purpose of this recruitment process and potential employment in the APS.

Department of Industry, Science, Energy and Resources