- Location: Adelaide, SA – Brisbane, QLD – Canberra, ACT - Melbourne, VIC
- Salary Range: $85,610 - $91,309 + Attractive Superannuation
- This vacancy has been identified to participate in VetPaths
Open Arms is the gateway for veterans and their families to access services, including counselling, to improve their mental health and wellbeing. It promotes and provides mental health and wellbeing services toward improved outcomes and quality of life for veterans and their families. This is achieved through providing client centered, trauma informed, recovery oriented, needs driven and compassionate care, informed by the voice of the community.
The Business Operations Branch provides administrative and business support to Open Arms counselling services and the Division.
This role is responsible for the day-to-day operations of Open Arms’ Case Management System (CMS) Support Helpdesk (the Helpdesk). The Helpdesk services all Open Arms staff and external Outreach Provider Contractors in relation to technical issues and queries about the CMS (Salesforce).
This role reports directly to the Service Desk Team Leader and is a critical role for Open Arms, given the centrality of the system to almost all Open Arms services.
DUTIES
As an
APS 4 Service Desk Officer you will be required to
- Supervise the running of routine reports and quality assure report output
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Assist in the documenting of processes and procedures for routine and ad hoc reports
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Identify and support the training needs of staff in the Helpdesk.
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Assist in escalated system tickets/issues and escalate to technical and non-technical staff as required.
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Create and update manuals and Service Desk task cards when needed in collaboration with the team, including general overview, Outreach and billing processes, invoicing and all records management processes on the system
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Check billing invoices for system errors and data errors
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Identify and implement business improvements and system changes
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Create new worker profiles in-system
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Provide CMS access to staff and contractors
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Respond to password queries and process queries and assist CMS users with issues in the system
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Monitor team inboxes and JIRA to prioritise queries and respond accordingly
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Make changes to worker profiles in-system as needed
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Respond to other tickets/system queries as raised, or escalate if required.
ELIGIBILITY
- Under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the Australian Public Service (APS).
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Any successful candidate external to DVA offered employment will be required to 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.
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Any successful candidate will also be required to obtain and/or maintain, a baseline Vetting (AGSVA) security clearance as a minimum.
NOTES
This recruitment process may be used to fill ongoing and/or non-ongoing position/s. For more information about the role, please see the .
A merit pool of suitable applicants may be created which may be used to fill future ongoing and non-ongoing vacancies should they become available over the next 18 months.
Successful applicants engaged into the APS will be subject to a probation period.
We welcome people with diverse skills, experiences and perspectives. DVA is committed to building a workforce that reflects the community we serve and encourages applications from:
- Veterans and former Australian Defence Force members, whose skills and experience are highly valued across the APS
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Aboriginal and Torres Strait Islander peoples
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People with disability
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People who identify as LGBTQIA+
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People from culturally and linguistically diverse backgrounds
We are a Veteran Employer of Choice! This means you benefit from a workplace actively supporting veterans and families of veterans – one that understands and values military experience. You’re joining an organisation publicly recognised for its commitment to fostering veteran-friendly employment pathways and long-term career success.
The Australian Public Service (APS) values the unique skills, perspectives, and experiences that veterans gain during their Australian Defence Force (ADF) employment and encourage veterans to apply. Support may be available to veterans transitioning to meaningful APS careers through participation in VetPaths, which offers veterans an opportunity to participate in a six-month program offering formal learning and development, career mentoring and activities for wellness and peer support.
RecruitAbility applies to this vacancy. Under the RecruitAbility scheme, you will be invited to participate in further assessment activities for the vacancy if you choose to opt-in to the scheme, declare you have a disability and meet the minimum requirements for the vacancy. All requests for reasonable adjustments will be considered and managed in consultation with you.
