El1 Assistant Director Pace Support

Currently, there are around 4.3 million Australians with a disability. The National Disability Insurance Agency (NDIA) implements the National Disability Insurance Scheme (NDIS), which is one of the biggest social reforms in the country since Medicare. As an Agency, we support more than 600,000 participants with a significant and permanent disability, and the families and carers of those living with disability. For many Australians, this will be the first time they receive the disability support they need. The NDIA is designed to enhance the quality of life and increase economic and social participation for people with disability and will mean a peace of mind for every Australian.

The Scheme Digital Platforms Branch is seeking a highly experienced EL1 Assistant Director PACE Support to join their team.

The Scheme Digital Platforms Branch shapes and delivers innovative, sustainable, and practicable solutions for the Agency, the branch is the designer and custodian of the NDIA Salesforce Platform.

This role is pivotal in ensuring there is strong leadership support provided to the PACE Support team. You will oversee the performance management processes for the team, including setting objectives, providing feedback, and facilitating professional development. You will be influential in driving operational excellence within the team, ensuring efficiency and effective delivery of services to our stakeholders. You will be able to identify opportunities for continuous improvement, implement best practices and innovation within the PACE Support People function.

Responsibilities of the role include but are not limited to:

• Leading a Level 2 ICT Application support team responsible for supporting a highly complex and business critical enterprise CRM platform used by both internal staff and external stakeholders.
• Building strong relationships and working closely with interfacing stakeholders including the Level 1 Service Desk, the National Call Centre, and various product owners and business teams.
• Managing, monitoring, and reporting of ticket queues including development of reports and dashboards, identifying key metrics, trends, major incidents, implementing initiatives and actions that resolve findings.
• Gaining an understanding of the business processes undertaken within the system and understanding the business impacts of system incidents.
• Undertaking continuous improvement initiatives and process improvements that streamline and deliver improved outcomes for the end-to-end support model.

The ideal candidate will have Salesforce experience. You will manage a small to medium team and be confident in your ability to lead and manage teams effectively with strong communication and interpersonal skills. You will have demonstrated experience in building and maintaining positive stakeholder relationships, and you will possess excellent strategic thinking and planning skills, with the ability to contribute to the development and implementation of strategic initiatives.

We work as one team. We are accepting, diverse and driven. We take a shared approach to making progress. We welcome and support each other and encourage different ideas, insights and opinions. We empower and enable each other to be our best. We collaborate, connect and work together to create a workplace that makes us proud. And while were based far and wide across the country, we make sure nobody feels they are out on their own.

• You will work for a socially inclusive and culturally diverse workplace, that is making a meaningful impact to the lives of more than 600,000 Australians.
• Access to higher superannuation and above market leave entitlements
• Competitive remuneration and working conditions that support a positive work life balance
• Access to ongoing professional development and learning

This role is performed from Deakin - ACT or Richmond - VIC, remote working arrangements may be considered. We intend to fill this role in an ongoing capacity, however non-ongoing roles up to 12 months with a possibility of extension of up to two years may be offered.

Successful candidates will be required to undergo a pre-employment National Police History check, Worker Screening check and/or Working with Children Check (where required) and provide evidence of Australian Citizenship.

Applications for this role close 2 May 2024 @ 11:30pm

If you have any questions regarding the details or duties of this role, please contact Tyler Burton on 0476827*** or email ************@ndis.gov.au

If you have any questions relating to the recruitment or application process, please contact the Recruitment team at ***********@ndis.gov.au

*With the exception of personal details, applications can NOT be edited or updated once submitted for consideration. Please make sure you are completely satisfied with your entire application before submitting*

NDIA is committed to supporting an inclusive and diverse workforce and welcomes and encourages applications from People with Disability (PwD), First Nations peoples, LGBTIQA+ people, people from Culturally and Linguistically Diverse backgrounds, Mature age workers, as well as young workers and supporting an inter-generational workforce and supporting gender equity and families. NDIA will provide reasonable adjustments for candidates to participate equitably in the recruitment process and discuss workplace adjustments to fulfil the inherent requirements of the role.

RecruitAbility applies to this position: The RecruitAbility scheme supports people with disability applying for jobs in the Australian Public Service (APS) by giving you a better opportunity to put forward your skills and experience during the selection process.

The health and safety of workers, Participants and other visitors in our offices is our highest priority. Some roles within the National Disability Insurance Agency are covered by government Health Orders or Directives that require mandatory vaccinations.