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Ird Support Coordinator, Brisbane

3 months ago

Brisbane, Australia Palladium Group, Inc. Full time

**IRD Support Coordinator, Brisbane - Pacific Labour Facility**

**Project Overview**:
The PLF facilitates seasonal and longer-term work opportunities for Pacific and Timorese workers in Australia. It connects Australian employers with workers from participating countries, supports the administration of the PLS and provides targeted support to the SWP. The PLF is managed by Palladium and provides the backbone of Australia’s future support for circular labour mobility in the Pacific under the direction of the Department of Foreign Affairs and Trade (DFAT). The PLF has been established as a trusted intermediary between labour mobility stakeholders in Australia and the Pacific.

**Role Overview**:
The IRD Support Coordinator serves as a vital link between in-country IRD coordinators and the central IRD team. Their primary role is to ensure smooth daily operations, provide support during surge periods, facilitate training, manage service desk tickets, liaise with integration management and product management teams, and uphold the objectives of the Training and Implementation Team.This role does not require specific computer programming experience.

**Primary Duties and Responsibilities**:
***Under the direction of the IRD Implementation Manager the IRD Support Coordinator will:

- Serve as one of the day-to-day contacts for in-country IRD coordinators, offering them ongoing support and guidance.
- Assist in surge periods by providing additional resources and support to manage increased workloads. This could include 1-4 weeks of travel to one of the participating countries when required.
- Travel to various countries to assist with the delivery of training sessions and the implementation of IRD-related initiatives and attend workshops.
- Run on-line training and support with in-country teams and IRD Coordinators
- Efficiently manage and resolve service desk tickets, acting as the first line of support for technical and operational queries.
- Liaise with the Integration Management and Product Management teams to communicate updates, resolve issues, and facilitate smooth inter-team collaboration.
- Advocate for the IRD system's benefits, ensuring its features are utilised optimally by the LSUs to enhance operations.
- Contribute to the creation and updating of SOPs, policies, and processes to align with IRD functionalities.
- Provide candid feedback from users to the IRD team, aiding in the system's continuous improvement.
- Maintain a high level of IRD system compliance and quality assurance across users, conducting regular audits and providing feedback.
- Identify training needs, develop training materials, and maintain a comprehensive annual training program for IRD users.
- Undertake and deliver the outcomes and objectives of the role in accordance with the expected Core Capabilities, Ways of Working and Values of ONE PLF

**Required Qualifications**:

- A minimum of 3 years' experience in data coordination, system support, or a related field.
- Demonstrated skills in process design or systems thinking, and problem-solving.
- Exceptional communication skills, with proficiency in English and the ability to convey technical concepts to a non-technical audience.
- Experience in developing and delivering training materials and conducting workshops or coaching sessions.
- Strong interpersonal skills with experience working with government departments and diverse stakeholder groups.
- A proactive approach, with the ability to work independently and manage competing priorities effectively.
- High attention to detail and analytical skills.
- Proficiency in digital tools and general technology capability, and ability to utilise online service desk systems and knowledge base platforms.
- Flexibility to adapt to changing program needs and undertake duties beyond the original scope as required.
- Self-motivated - demonstrates high levels of initiative to plan and manage work to fit competing priorities.
- Demonstrated commitment to diversity and inclusion, particularly in a cross-cultural context.

**Benefits**:

- Flexible working arrangements - work from home 2 days per week
- Modern office in central CBD location
- Great team culture with social activities and events
- Working for a program that is making positive impact

**Applications close on 16th February 2024 and will be assessed on a rolling basis.**

**About Palladium** - Palladium is a global leader in the design, development and delivery of Positive Impact - the intentional creation of enduring social and economic value. We work with governments, businesses, and investors to solve the world's most pressing challenges. With a team of more than 3,000 employees operating in 90 plus countries and a global network of over 35,000 experts, we help improve economies, societies and, most importantly, people's lives.