The Queensland Curriculum and Assessment Authority (QCAA) is seeking a Client Services Officer to join the ICT Branch. The Client Services provides excellent customer service and support to staff and clients of the QCAA by responding to or redirecting enquiries. They also provide first and second level support where applicable and expert advice and problem resolution in the operation of QCAA information.

Job details

What you will do

In the Client Services Officer role, you will:
•    Undertake a leading role in administering user access to QCAA information systems including QCAA Portal and Student Portal.
•    Liaise with Learning Providers regarding accuracy and maintenance of staff access to and held in the QCAA Portal.
•    Support and contribute to the testing of new and upgraded software, and the preparation of release bulletins to inform clients of new, amended or enhanced functionality.
•    Resolve issues by clarifying matters; researching and exploring resolutions and alternative solutions; implementing solutions and escalating unresolved problems.
•    Participate in training activities to support your capacity to undertake all elements of the role.
•    Create and maintain process documentation and Quality Procedures to facilitate sharing of knowledge, training of new team members and the ability to alternate task assignments.

•    Work flexibly and collaboratively with other team members as required and as directed by the Team Leader, Client Services to support an even distribution of workloads and to ensure all activities are completed in a quality and timely manner.
•    Contribute to a change management and performance development culture across the unit by participating in regular two-way feedback discussions with your supervisor and colleagues, and through the implementation of an individual Performance and Development Plan (PDP)).

What we are looking for

The QCAA is committed to selecting the person best suited to the role and to furthering equity and diversity. We strongly encourage applications from all gender groups, Aboriginal people, Torres Strait Islander people, people from culturally diverse backgrounds and people with all abilities.
The ideal candidate for this role:
•    Seeks and shares customer feedback to support the refinement of planned activities (leads strategically)
•    Gains insight into issues by analysing the available information in a critical manner (makes insightful decisions)
•    Welcomes challenges in the delivery of work and demonstrates persistence in working through obstacles (drives accountability and outcomes)
•    Listens attentively and proactively seeks to understand others' needs by asking questions and clarifying (builds enduring relationships)

How to apply

Please read the information in this document and the Information for Applicants document. Your application should include:
•    a letter (up to 2 pages maximum) telling us why you are interested in this role, what you'll bring to the role and what you'll get out of it
•    your résumé (up to 3 pages) that details your qualifications and experience, and the names of two work-related referees, one of which should be your immediate supervisor.

Documents must be in Microsoft Word or PDF format and use at least 11-point font size.
Apply online at www.smartjobs.qld.gov.au.

If you have technical difficulties or to discuss reasonable adjustment options, please email peopleandculture@qcaa.qld.edu.au..

Further information

We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.

Documents

Before applying for this vacancy please ensure you read the documents below.

• A04_ClientServices Officer_role_description (PDF, 180KB)
  Role Description
  
  QCAA Information for applicants (PDF, 205KB)
  Information Package for Applicants