The Digital Transformation Team (DTT) is responsible for driving the digital transformation agenda of the Fair Work Commission as defined in its Digital Strategy.

The DTT adopts the definition of ‘digital’ as set out in the APSC’s digital learning design standards –

In the context we are using, ‘digital’ is an approach to service delivery that is human-centred and technology-enabled. It is not about the technology itself – that is the domain of ICT (Information & Communications Technology). Instead, digital is about the use of technology to enable people to interact with the government in an effective way that meets both their needs and the needs of the government.

The DTT’s focus is therefore on the use of technology to enable people to interact with the Fair Work Commission that meets their needs and the needs of the Fair Work Commission.

These activities include:

• Using Behavioural Insights to assist users to provide complete and compliant applications
• Delivering on products that have been developed through extensive reimagination processes
• Maintaining and optimising our Customer Relationship Management (CRM), CaseHQ;

and other activities as required under the Commission’s Digital Strategy.

The key duties of the position include:

The CaseHQ Technical Lead’s core function is to provide support for and drive the optimisation of the Fair Work Commission’s CRM, CaseHQ (a McGirr Technologies product). These activities will include:

• Level 1-3 diagnosis and support of CaseHQ, including troubleshooting; handling support tickets for level 1-3 support; and liaising with the vendor on behalf of staff to resolve issues
• Understand and support functionality that can be optimised within CaseHQ, including but not limited to online forms and online portal
• Configure CaseHQ on the Fair Work Commission side to ensure end to end operation of CaseHQ
• Support other applications integrated with CaseHQ to their best efforts
• Document and regularly review the environment and all aspects of the application
• Manage vendor and key partner relationships, including service level agreement management.

The CaseHQ Technical Lead will partner with members of the DTT and other internal stakeholders to understand business requirements and case management processes. From this understanding, the CaseHQ Technical Lead will identify appropriate applications and recommend new modules for the CaseHQ system.

The CaseHQ Technical Lead will be responsible for the implementation of these new business applications, and for ensuring applications meet business needs. This will also include the development of standards, processes, and documentation that ensure new applications are used correctly by business users. This role may also include reviewing existing CaseHQ business processes and simplifying them to improve efficiency.

The CaseHQ Technical Lead will also engage with staff in relevant teams, both within and outside Enabling Services Branch. The CaseHQ Technical Lead is responsible for ensuring the accuracy and integrity of data within CaseHQ, which will impact the work of the Commission.

The CaseHQ Technical lead will be responsible for the role of CaseHQ Administrator and Trainer.

The CaseHQ Technical Lead may be required to undertake other activities as directed by the Director – Digital Transformation, which may not directly relate to the support and optimisation of CaseHQ.

Eligibility

The Fair Work Commission requires Australian citizenship as a condition of engagement.

Notes

This recruitment process is being used to fill an ongoing position.

A merit pool of suitable applicants may be created from this process and will be active for 12 months from the date of this advertisement. We may choose to use this merit pool to fill further ongoing and non-ongoing vacancies.

Non-ongoing vacancies may be filled up to 18 months with the possibility of a further extension (up to a total period of 3 years) or becoming ongoing.

The Commission values workplace diversity and is committed to providing a supportive, inclusive and respectful work environment.

We welcome people with diverse skills, experiences, perspectives and backgrounds, and encourage applications from Aboriginal and Torres Strait Islander People, people with disabilities, people that identify as LGBTIQ+, and people from culturally and linguistically diverse backgrounds.

Please advise us if you require any additional assistance in order to fully participate in the recruitment process or the workplace. This information will be held in strict confidence.

RecruitAbility applies to this vacancy. Under the RecruitAbility scheme, you will be invited to participate in further assessment activity for the vacancy. If you choose to apply under the scheme, declare you have a disability and meet the minimum requirements for the job.

For more information, contact Jennifer Anderson at recruitment@fwc.gov.au or (03) 8656 4802.