Training and Support Officer

Business Enabling Services Group / Shared Services Division / Policy and Governance Branch
- APS 6 ($94,434 - $115,254) | Ongoing & Non-ongoing | Full-time & Part-time
- Canberra, ACT

**ABOUT THE BRANCH**

The Policy and Governance Branch within the Shared Services Division provides policy advice for the whole of government APS ERP approach and shared services policy and managed the financial, performance and assurance functions of the Service Delivery Office (SDO). Our branch is responsible for the financial management, performance reporting, internal audit controls, and assurance for the SDO and the Division more broadly.

The Smaller Entity ERP Uplift Support Project Management Office (PMO) has been established to support the Government’s new approach for the APS to access competitive Enterprise Resource Planning (ERP) solutions - specifically, supporting smaller entities (around 800 ASL or less) in selecting and implementing the ERP uplift that best meets their needs and budgets.

**ABOUT THE** OPPORTUNITY**

The Training and Support Officer is responsible for leading the development and delivery of training and user support programs within ICT and ERP uplift projects. This includes creating and implementing training strategies that ensure users are equipped to work with new systems and providing support to address user issues and ensure successful adoption. The role requires collaboration with project teams, business units, and external vendors to tailor training to the needs of different user groups, ensuring high-quality training outcomes. The officer will also track training effectiveness, providing feedback and recommendations for continuous improvement.

Key responsibilities include but are not limited to:

- Training Program Leadership: Lead the design, development, and delivery of training programs for ICT and ERP system users, ensuring that training content is relevant, accessible, and aligned with project objectives.
- User Support and Troubleshooting: Provide high-quality ongoing support to users, addressing queries and troubleshooting issues related to ICT and ERP systems, ensuring smooth and efficient user adoption.
- Training Evaluation: Monitor and assess the effectiveness of training programs through feedback, tracking learning outcomes, and adjusting strategies to ensure maximum impact.
- Stakeholder Engagement: Work closely with project teams, business units, and vendors to align training with the needs of the organization, incorporating feedback and ensuring training sessions meet project timelines.
- Documentation and Resources: Develop training materials, user guides, and other support resources that provide clear, actionable instructions for system users.
- Continuous Improvement: Actively seek and implement feedback from stakeholders and users, ensuring the training program evolves to meet changing needs and industry best practices.
- Training Administration: Oversee training schedules, track participation, and ensure that all employees complete required training in a timely manner.

**DETAILED VACANCY INFORMATION**

For detailed information about this role, including the job specific capabilities, please refer to the downloadable vacancy pack, which can be accessed by clicking the hyperlink at the bottom of this page.

**ELIGIBILITY ADVICE & CANDIDATE NOTES**
- Under section 22(8) of the _Public Service Act 1999_, employees must be Australian citizens to be employed in the Australian Public Service (APS) unless the Agency Head has agreed otherwise, in writing.
- Successful applicants will be required to undergo the process to obtain and maintain, or continue to hold the required security clearance level for the role as indicated in the downloadable job pack. All Finance staff are required to have a minimum baseline security clearance prior to commencement.

**CONTACT INFORMATION**
- For specific questions relating to this job vacancy, please refer to the details on the contact officer located in the downloadable job pack.

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