Aps5 System Administrator

About the role

The Australian Financial Security Authority (AFSA) is responsible for managing the application of bankruptcy and personal property securities laws through the delivery of high-quality registry, trustee, and regulatory services.

The Regulatory Operations Group is responsible for operations in Service Delivery and Enforcement and Practitioner Surveillance. This work operationalises AFSA’s strategy, delivering integrated end to end regulatory services that supports clients through AFSA systems and ensures compliance in line with AFSA’s approach to regulation to: People centric, Outcomes focused, Harms based, Intelligence led, and Strengths based.

The AFSA Service Centre provides frontline service delivery for insolvency and PPSR enquiries, information, and transactions. It works to streamline services through process innovation, informed by the needs of our clients.

Purpose of the Position

The System Advisor role is to assist the System Administrator with the effective operation of the contact centre solution to enable personal insolvency and personal property securities interactions via our service delivery channels to be managed effectively and efficiently.

Key accountabilities

Under guidance of the System Administrator, provide real time user support by troubleshooting issues reported by Genesys Cloud Users, including but not limited to;

• Genesys Cloud sound profile settings
• MS Edge settings related to Genesys Cloud usage
• Jabra headset settings and issues related to Genesys Cloud usage
• Raise and monitor incident tickets to Genesys Customer Care and AFSA Service Desk
• Capture and collate supporting evidence for incident tickets
• Monitor, action and maintain requests sent to Genesys Cloud Support mailbox

Assist with user access maintenance as required, including;

• Allocation of group roles and permissions
• Assigning DID number for WebRTC station
• Configuring remote phone station
• Activation/deactivation of users
• Review Genesys Cloud Release Notes to identify changes which may impact current user base.
• Notify Genesys Cloud user group of newly released functionality or changes which may impact them.
• Provide testing support to Genesys System Administrator for existing and newly released functionality.
• Review and maintain Genesys Administration work instructions and knowledge base.
• Maintain and audit off system registers including ASC mobile phone lists, Genesys direct in-dial phone number allocations and the Genesys Email Keyword and Queue Matrix.
• Document and assist Team Leaders and Advisors in creating and maintaining personalised agent and queue views.

Work with Service Support team and Business Process Officer to review Genesys Cloud process compliance and report on findings, including;

• Availability and use of correct wrap up codes for the work type performed
• Use of escalation email flows when escalating interactions to Advisors
• Review and identify Genesys Cloud keyword gaps to help improve service delivery

With the assistance of the System Administrator, learn and understand critical Genesys functions, including;

• Maintaining IVR messages in the lead up to holiday periods
• Verifying holiday schedules are set correctly for the PPS and Insolvency IVR.
• Priority email workflows and the technical configuration of ACD routing
• Genesys API usage for manual prioritization of in-queue interactions
• Use the online Genesys Cloud Community resource to collaborate and information share

 All duties will be performed in accordance with:

• the APS Values, Code of Conduct and Employment Principles.
• WHS obligations, taking responsibility for own health and safety and that of others.
• AFSA’s risk management framework and relevant legislation, including guiding others to identify and mitigate foreseeable risks.

Skills and Capabilities

To be successful in the role, you will demonstrate the following:

Communicates simply and clearly

• Communicates clearly in plain English, without using jargon.
• Demonstrates an ability to convey a message succinctly and with empathy, regardless of medium (written, verbal, digital).
• Understands the target audience, and tailors’ message in a way that appeals to them.

Digital Dexterity

• Demonstrate willingness and ability to explore and utilise existing and emerging technologies effectively to achieve better business outcomes.

Foster a Service Culture

• Keeps people at the centre of thinking, decisions, and actions, including internal systems and processes.
• Demonstrates empathy, curiosity and listens deeply to understand a person’s context, challenges, and needs.
• Keep one’s word and follow through on promises or commitments made.

Working with Ambiguity

• Demonstrates proactivity, emotional intelligence, and self-direction in the face of uncertainty, change or new situations.
• Chooses a course of action or decision without having the total picture.

Business Process Analysis

• Investigates operational needs, problems, and opportunities, applies defined business requirements, and contributes to the recommendation of improvements in operational and/or IT frameworks.
• Assists in defining acceptance tests.

Innovation and Process Improvements

• Identifies team issues and problems and contributes to the development and implementation of solutions and improved procedures and practices.

Qualifications and experience

Experience in Genesys Cloud is highly desirable. 

Why AFSA? 

You will enjoy excellent conditions including:

• generous superannuation (15.4%).
• hybrid working environment.
• a modern work environment.

We are a workplace committed to providing an environment that values diversity and supports staff to reach their full potential.

We encourage applications from Indigenous Australians, people from culturally diverse backgrounds and people with disabilities.

At AFSA we encourage every employee to balance their family commitments and personal interests with flexible working options.

Eligibility:

Please note that this opportunity is open only to Australian Citizens.

The successful applicant must have or be willing to undergo and maintain a security clearance to the level of Baseline Vetting as a condition of employment.

To satisfy character requirements all AFSA employees must undergo a police records check.

Where a person has received a redundancy benefit from APS agency employment and their corresponding redundancy benefit period has not expired, they may be ineligible for employment.

How to apply? 

The closing date for this position is 11:59PM AEST, Wednesday 1 May 2024.

Applications for this vacancy are submitted online through theAFSA Careers Portal.

If accessing the AFSA careers portal for the first time you will need to register. You will receive a confirmation email with a link to confirm your registration. Make sure to check your Junk folder if you don't see this email in your Inbox. Please note that the registration process only needs to be completed one.

Once you have confirmed your registration, to complete your application, you need to:

• Click the 'Apply' button below which will open the AFSA careers portal.
• Provide evidence in the education/qualifications section of your application, if applicable  
• Complete a short questionnaire (mandatory).
• Attach your resume and statement of claims (cover letter 1-pages) addressing the skills and capabilities and required qualifications, accreditations, and experience outlined in the position description (mandatory)
• Provide the full name, employer, and contact details of at least two referees, one of which must be your current or most recent manager.
• Ensure that all mandatory fields (marked with a red banner) are completed.

Applicants who fail to provide the above requested information, will not be assessed by the selection panel.