Digital Service Specialist

24 hours ago

Sydney, New South Wales, Australia beBeeDigital Full time $101,947 - $112,849
Job Overview

The Offender Digital Services team is responsible for the delivery, support, and maintenance of offender digital systems.

This role involves managing incidents and requests escalated by the business to provide a high level of customer service to users.

The successful candidate will develop a detailed understanding of ODS products and liaise with business representatives for issue triage and resolution.

The primary purpose of this role is to support the Inmate Learning Management System (LMS), a secure online platform providing inmates with access to education, programs, and training material across multiple devices.

Key Responsibilities:
  • Provide technical support to external clients and administer the LMS.
  • Provide first-line support on LMS issues and escalate as necessary.
  • Log performance issues and change requests on all online products.
  • Conduct testing and quality assurance to ensure online products and services meet required standards.
  • Create and maintain internal and external user accounts, reports, and other LMS administrative tasks.
  • Maintain and develop relationships with Education, OS&P, Custodial Staff, and Inmates.
  • Report on usage, statistics, and general product analysis.
Requirements
  • Demonstrate extensive experience in providing training and ongoing support to end-users.
  • Prior experience in using LMS (learning management systems).
  • Extensive knowledge of inmate programs and education services.
  • Ability to work independently and take initiative to achieve outcomes.
  • Excellent written and verbal communication skills.
  • Willingness to undertake independent learning.

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