Who we are 

Service Victoria is the one place to go for government services. It's our job to make things easy. Our customers give our services an overall 96% satisfaction score, and our app was the most downloaded in Australia for 2021. 

The Service Victoria culture is dynamic and fast-paced, we're not what you'd expect from a government department. Our senior leadership team and the corporate areas (finance, procurement, budget) are close-knit and collaborative, an integral part of the organisation. 

We work flexibly and remotely, using GovHub workspaces across Victoria for onsite collaboration. 

The Opportunity 

The Senior Policy Officer position is part of a small team providing applied policy and regulatory advice on issues surrounding the development and implementation of Service Victoria's service delivery. The position provides an outstanding opportunity to contribute to policy work and regulatory implementation on issues associated with digital customer service delivery, particularly in relation to emerging issues such as identity management, data sharing, security and privacy and business licensing. 

Position Duties 

• Provide analysis and expert advice to Ministers, the Secretary and Senior Officers on the policy, regulatory and strategic implications of customer service and identity verification matters.
• Contribute to strategic policy projects and analysis relating to the development and implementation of Service Victoria's customer service delivery and identity verification.
• Analyse legislative, regulatory and policy requirements of Government departments and agencies onboarding to the Service Victoria platform.  
• Maintain close liaison and effective relationships with Government departments and agencies that interact with Service Victoria, and key regulatory oversight agencies.
• Work with experts and senior leaders to review, negotiate and prepare agreements, memoranda of understanding, contracts or other instruments to deliver customer services. 
• Collaborate across Service Victoria to ensure policy, legislation and regulation is appropriately applied to digital service delivery.
• Monitor and report on high priority issues, risks, trends and innovation and seek opportunities to continue to enhance Service Victoria's approach.
• Other work duties that are not listed in the position description but which are consistent with a position of this grade and skills requirement

Key selection criteria 

Knowledge and skills  

• Ability to diagnose emerging issues, obstacles, opportunities and the strategic implications of an issue in the internal and external environment and prepare advice. 
• Well-developed interpersonal skills with the ability to build rapport and trust quickly, change approaches as the situation demands, and diffuse difficult situations in a manner that puts stakeholders at ease. 
• Demonstrated ability to produce a range of business correspondence and reports presenting clear, factual and pertinent information based on knowledge, research and analysis. 
• Confidently conveys information, provides clear and persuasive information. 
• Creates effective structures to manage stakeholders, and negotiates with and influences diverse stakeholder groups on highly complex issues to secure long-term gains for Service Victoria and/or stakeholders. 
• Demonstrated ability to anticipate and work to minimise conflict, negotiating pragmatic solutions with stakeholders while being prepared to argue strongly despite strong opposition where appropriate. 
• Ability to use conceptual thinking and sound analytical approaches to support decision making.

Personal Qualities 

• Handles high level concepts and complexity with ease. 
• Considers bigger picture while observing fine details. 
• Identifies quality of argument with limited information or knowledge. 
• Acts with a sense of urgency to attain results. 
• Takes initiative and works autonomously to solve problems  
• Collaborates and works effectively in a team to pursue shared goals. Approach work with flexibility, adapts to emerging priorities and handles ambiguity with ease. 
• Enjoys a vigorous and dynamic work environment.