APS5 System Advisor

Description:

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.

The key duties of the position include
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.