Melbourne, Victoria, Australia.  Full Time.

Netball Australia are excited to start the search for our next team member to undertake the position of Systems Support Lead.

This position is a permanent full-time position and will be based at our head office at Netball Australia in vibrant Fitzroy. Our Teams work flexibly, and we encourage the successful applicant to discuss flexible working options with their new Manager in line with our Flexible Working Policy.

Why join the Netball Crew?

Netball Australia is the National Body for Netball in Australia with a long term relationships that continuously work on Sport for Development across the Pacific region. Did you know, eight out of ten Australian families have had some involvement with Netball? Either through playing, volunteering, coaching, assisting with Admin or being one of our dedicated fans! 

The Diamonds have won 11 out of 14 World Cups (including the inaugural World Championships in 1963). Since netball became a Commonwealth Games sport in 1998, Australia has won four gold medals and are the current number one team in the INF World Rankings. 

Suncorp Super Netball is the world’s best netball competition, a home for the most talented netballers from across the globe. Into its fifth year, Super Netball continues to set viewing records as it cements its position as Australia’s premier women’s league.    

You will be joining a team of passionate individuals who take pride in their skills, love what they do and thoroughly enjoy being part of making Netball one of the most loved sports in Australia. 

Who are we looking for?

Sport is about storytelling, long winded, short quips, passionate and enthusiastic story telling! We love a yarn and get excited sharing memories or creating new ones for future story tellers! You are enthusiastic, have a positive energy, innovative and an exceptional people person with an outstanding communication style.

Some of your standout behaviours are:

• Exceptional people skills 
• You engage with respect and can work autonomously or manage a team environment
• Passionate collaborator and communicator
• Enthusiastic to undertake new and innovative ways of working
• In depth understanding of sport business processes and application through technology
• Pride yourself on customer service
• Exceptional time management skills
• Demonstrated experience in engaging and maintaining robust stakeholder relationships
• Understanding of technology platforms, usage, maintenance and support

Your main duties and responsibilities will include:

• Deliver service innovation, including Call Centre, Remote Help Desk, Knowledge Base, Level 1 support & call triage model
• Lead, manage and develop a System Support Officer team, to service approx. 10,000 system users (largely volunteers); 300,000+ end users 
• Personally, build digital platform subject matter expertise and be able to service System Administrators and Customers as a member of the System Support team
• Support onboarding, training and capability uplift to enable successful transition and adoption of the new platform
• Influence and enhance platform utilisation across the ecosystem
• Identify and mitigate risks and issues related to Change Management, Service Continuity, Data Privacy, Security
• Work with Program Lead and Program Change Lead to understand business impacts and use this as the foundation for the impact assessment plan, change plan, data migration and onboarding plan, communications and training plan

Essential skills:

• Minimum five years’ experience in a related field of employment.
• Substantial customer service innovation experience (B2B, B2C) including Call Centre - Inbound/Outbound, Remote Help Desk, Issue Reporting and Escalation, Onboarding, Knowledge Base development
• Able to operate in an environment of ambiguity and competing agendas, keeping stakeholders focused on project goals
• Development of Operational Model & System Design
• Constructing effective SLAs and KPIs 
• Infrastructure and systems implementation 
• Key Stakeholder Engagement
• Create and implement strategies for triaging calls and tickets 
• Recruit/train/manage/roster/support a team or permanent and casual staff members working onsite and remotely
• Build self-capability to be a Platform Subject Matter Expert & a member of the System Support Team
• Sophisticated written and verbal communication skills 
• Ability to develop and deliver to agreed timelines 
• Qualifications in Sport Business Management / Contact Centre / Digital Transformation will be highly regarded 
• Federated/Community Sport Sector experience (Ideal)
• Community sport technology experience (Beneficial)

Netball Australia takes our Safeguarding responsibilities seriously and we provide an environment that is safe for our child and adult beneficiaries. We have strong recruitment procedures to make sure the safest and most suitable people work with the children in our programs. All successful candidates will undergo a criminal record and Working with Children check prior to employment. We provide our staff and volunteers with ongoing supervision, support and training in their work with child and adult beneficiaries.

We have a collaborative, supportive and diverse culture and promote the continued development of our team members! We believe your religion, age, disability, sexual orientation, gender identification or culture do not define you nor impact your application or employment with Netball Australia. We are a sport for all people across the community and take pride in providing a diverse, inclusive and safe environment for all.

If this sounds like you, and we hope it does – please submit your current CV and a cover letter responding to the selection criteria in the attached Position Description. We look forward to discussing this fabulous opportunity with you in the near future.

Candidates who do not attached a cover letter with their application will not be considered.

Apply via this site

Article added: Tuesday 23 March 2021