Digital Experience Officer

4 days ago

Ipswich, Australia Ipswich City Council Full time

**About us**

Neighbouring the Queensland capital of Brisbane, Ipswich is both the state’s fastest growing area and oldest provincial city. It is a dynamic blend of rich heritage, proud communities, diverse landscapes, and a lively energy all contributing to a region full of liveability and opportunity.

Ipswich City Council currently employs more than 1200 people and promotes a workplace culture built on our values of communication, collaboration, integrity, efficiency, and leadership. Council teams operate across a range of industries delivering a wide range of services to the community, with one common purpose:
**_‘To proudly enhance the quality of life for our community'_**

We achieve this by embedding our values in all that we do. Our high performing teams are making a positive difference in the community, and you can be a part of history in shaping the future of this region, which is a catalyst for major growth.

**About the role**

As the Digital Experience Officer, you will be part of the Digital Experience Team, and will be responsible for the technical support of our Libraries and Customer Service systems.

Some of your key responsibilities will include:

- Undertake project activities such as planning, process reviews, requirements gathering, analysis, testing, implementation, and creation of documentation.
- Analyse and present library and customer service data in automated and ad hoc reports to identify patterns and trends, providing relevant advice to the Libraries and Customer Services branch.
- Procure technologies and manage vendors relations, including monitoring and supporting large (greater than $500,000) multi-year contracts.
- Administer telephony systems for the organisation using Genesys and Microsoft Teams.

**About you**

To be successful in this role you will:

- have a knowledge of how systems interface within libraries and externally focussed customer service contact centres
- have a working with Children Check - Issue of Blue Card and Positive Notice Letter (issued by the Queensland Government) or Exemption Card
- have a current Queensland Driver’s licence
- possess graduate or post-graduate qualifications in a relevant discipline or proven experience within the desired areas
- have substantial experience with Genesys or equivalent contact centre and customer experience systems

A pre-employment medical will be required for this role.

**What's on offer?**

This is a permanent full-time Level 5 position with a salary commencing at $90,018 plus superannuation of up to 12.25%.
- Joining Council as a key member of a team that is passionate and dedicated to building a positive, inclusive, and constructive workplace culture
- Genuine demonstrated commitment to flexible work
- Four (4) weeks annual leave with 17.5% loading
- Ongoing learning and development and career opportunities
- A range of progressive health and wellbeing services

If you feel you are a good fit with our values and are passionate about enhancing the quality of life for the Ipswich community, then this could be the role for you.

**How to Apply**

Please submit:

- a cover letter of no more than 2 pages describing how and why your skills and experience will assist Council to achieve the results required for this role
- a resume of no more than 4 pages

Successful applicants must be eligible to work in Australia and agree to provide information for pre-employment checks, if required for the position (which may include police record checks).

Ipswich City Council is an Equal Employment Opportunity employer. We are committed to building a diverse and inclusive workplace by supporting equal opportunities regardless of gender, culture, generation, sexual orientation, or disability. We promote a respectful workplace culture that is free from all forms of harassment, workplace bullying, discrimination, and violence.

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