The Australian Bureau of Statistics (ABS) is looking to recruit multiple Business Systems Support Officers for our Census Customer Service team.

These are temporary positions up to 18 months duration. The successful applicants will initially be engaged on a 12 month contract, with potential for a 6 month contract extension.

About the role

The Census Customer Service team manage externally facing channels such as our Contact Centre, Census website, chatbot and paper form request system (PFRS) to support 2026 Census field operations. The PRFS is a telephony service allowing the public to request paper Census forms.

We seek enthusiastic team members to assist with the business support of our systems that play a vital role in enabling the chatbot and PFRS to meet business objectives and operate efficiently.

Key responsibilities include:

• System functionality and optimisation: acquiring a deep understanding of business systems and how they support customer service outcomes.
• Requirements gathering and analysis: translating business needs into system specifications or enhancements.
• Testing: define and undertake business acceptance testing (BAT)
• User support and issue resolution: assisting staff with system-related queries and troubleshooting common issues.
• System documentation and training: creating user guides, FAQs, and delivering training sessions to improve system literacy.
• Business process improvement: identifying inefficiencies and recommending both system-based and process solutions.
• Issue resolution: diagnosing and resolving system-related issues in collaboration with IT.
• Clear communication: explaining system processes and changes to non-technical users.
• Collaboration: utilising agile processes to work with internal teams and external partners to resolve issues or implement changes.
• Responsiveness: adapting to changing user needs and system requirements.
• Team leadership: leading one or two staff to develop requirements, undertake testing and reporting.

About you

The successful candidates will be able to demonstrate most or all of the following:

1. Expertise in Chatbot and Telephony

o Demonstrated experience in supporting and maintaining customer service technologies such as chatbots, telephony and related digital channels.

o Proven ability to act as the subject matter expert, providing deep system knowledge and guidance to users and stakeholders.

2. System Issue Resolution and Troubleshooting

o Strong analytical skills with a track record of identifying and documenting complex system issues and working with technical staff to ensure their efficient resolution.

3. Knowledge Management and Documentation

o Experience in developing and maintaining high-quality system documentation, including user guides, troubleshooting procedures and knowledge base articles.

o Ability to translate technical information into clear, user-friendly content for a variety of audiences.

4. Stakeholder Engagement and Communication

o Proven ability to work collaboratively with internal teams and external partners to support system performance and continuous improvement.

o Strong communication skills, with the ability to build effective relationships and provide expert advice to both technical and non-technical stakeholders.

5. Vendor Relationship Management

o Demonstrated experience working with external vendors to manage service delivery, escalate issues and ensure alignment with business requirements and service level agreements.

6. Project and Agile Delivery Support

o Experience contributing to Agile project teams, including involvement in system testing, documentation, and user acceptance processes.

7. Attention to Detail and Time Management

o Ability to manage competing priorities in a fast-paced environment while maintaining accuracy and meeting deadlines.

8. Commitment to Continuous Improvement

o A proactive approach to identifying opportunities for system and process enhancements, with a focus on improving user experience and operational efficiency.

Benefits

• competitive salary package up to $108K
• 15.4% employer contribution to superannuation
• opportunity to work from home three days per week
• flexible start and finish times.

About the Australian Bureau of Statistics

We are Australia’s national statistical agency and an official source of independent, reliable information. We tell the real story of Australia, its economy and its people by bringing life and meaning to numbers.

We are at the forefront of data innovation - responding to today’s challenges and partnering to deliver rich, new information solutions and technologies for the future.

A role with us offers you the opportunity to:

• undertake work with real purpose in a dynamic, innovative and flexible work environment
• apply and develop your expertise through a wide variety of challenging roles and learning and development opportunities
• be part of a supportive team of trusted experts who are empowered and accountable
• join a workplace culture that fosters inclusiveness, builds respect and capitalises on diversity.

How to apply

To apply, complete an online application form, upload your resume, provide referee details and submit a statement (up to 500 words) describing how your skills and experience are relevant to the role of Business System Support Officer for the Census Customer Service team.

Applications close Wednesday, 13 August at 11.30 pm (AEST).