Role Description. Australian Museum

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1 Role Description Business Systems Coordinator Cluster Division/Branch/Unit Location Department of Trade & Investment Australian Museum Digital, Online & ICT Sydney CBD Classification/Grade/Band Clerk Grade 5/6 Senior Executive Work Level Standards: Kind of Employment Ongoing ANZSCO Code Role Number PCAT Code Date of Approval Agency Website Agency overview australianmuseum.net.au The Australian Museum is a State Government agency which operates within the NSW Department of Trade and Investment. The Museum provides access, engagement and scientific research to increase our understanding of natural history and culture, particularly of the Australasian region. The Australian Museum conducts a wide range of programs, services and research to engage and promote biodiversity conservation and cultural awareness. The Museum holds 18.5 million objects of biological, geological and cultural collections and develops programs, exhibitions and activities onsite, online and offsite. The Museum s mission is to inspire the exploration of nature and cultures, and was founded in 1827 as the first museum in Australia Primary purpose of the role The Business Systems Coordinator oversees, coordinates and manages the day-to-day operations of the Museum s ICT business systems under the strategic direction of the Head, Digital, Online & ICT. The role ensures that the Museum s business systems operate efficiently and aligned to organisational requirements, by providing professional & courteous support, optimised systems administration and application of industry-leading expertise. The Australian Museum s key business systems that this role will be expected to ensure the optimal and smooth operation of are: CRM, POS, retail, ticketing, image management, records management, ERP, intranet, BI/OLAP and collections management but these are constantly evolving. Key accountabilities Ensure the optimal operation of the Australian Museum s ICT business systems, including providing strategic recommendations to the Head, Digital, Online & ICT on ways to improve the performance of these business systems; 1

2 Resolution of business systems support requests according to best practice and ensuring that this methodology is standardised across the ICT team; Pro-active administration of the back-end of business systems, including management of enterprise database management systems, to minimise downtime and optimise performance of business systems; Deployment of business systems software installations, upgrades, patches and updates, after having performed the necessary testing and business impact assessments; Ensure regular communication with Museum business systems owners and vendors to ensure that the performance of business applications is aligned with Museum business needs; Perform standard system data reporting from Museum business applications; Maintain and update business systems documentation for users (usernotes) and ICT staff (procedures), including information on the configuration of business systems; Provide business aligned and customer service focussed ICT service delivery and project management. Key challenges Ensure that the Museum s business systems operate effectively and aligned to organisational requirements. This requires the ability to apply technical and analytical thinking in order to use technology to solve business problems. Provide thorough and methodical problem solving so that paths to resolution are fully understood and documented. This will result in longer lasting solutions and re-usable troubleshooting techniques. Maintain up-to-date documentation and asset & configuration information. Key relationships Who Internal Why Manager Escalate issues, keep informed, advise and receive instructions Work team Support team, work collaboratively to contribute to achieving the team s business outcomes Participate in meetings to represent work group perspective and share information Participate in discussions and decisions regarding implementation of innovation and best practice Clients/customers Resolve issues and provide solutions to problems External Provide strategic advice for business improvement Provide technological advice to improve day to day business performance Ensure compliance with agency and sector rules and standards Vendors & service providers Manage day-to-day relationships to ensure compliance with service agreements Role dimensions Decision making Contact to provide and gather information and resolve routine issues The role is responsible for making decisions to ensure the optimal operational management of the Museum s ICT business systems. This includes decisions pertaining to: the resolution of support requests Role Description 2

3 based on business requirements; the implementation of system changes based on technical parameters; and the recommendation of major changes based on broader planning imperatives. The role operates with day-to-day autonomy working under the strategic direction of the Head, Digital, Online & ICT. Decisions which have broader implications for overall ICT business systems policy, procedures or infrastructure require approval from the Head, Digital, Online & ICT. Reporting line The role reports to the Head, Digital, Online & ICT. Direct reports None Budget/Expenditure The role has no budgetary delegation Essential requirements Demonstrated substantial experience in resolving ICT business systems support requests via methodological problem solving, resulting in long-term solutions. Demonstrated experience in gathering business requirements in a professional, courteous and customer service focussed manner and translating these into technical solutions. Demonstrated experience in the administration of backend systems in order to ensure the ongoing operation and optimal performance of business systems. Demonstrated experience in managing database systems, including assisting users with extracting data for reporting purposes from these systems. Demonstrated experience in maintaining ICT knowledge bases. e.g. procedures, user-notes, known errors, resolution summaries and systems configurations. An understanding of EEO and WHS principles and the principles of a culturally diverse society. Appropriate information technology tertiary qualification. Capabilities for the role The NSW Public Sector Capability Framework applies to all NSW public sector employees. The Capability Framework is available at This role also utilises an occupation specific capability set which contains information from the Skills Framework for the Information Age (SFIA). The capability set is available at This role also utilises an occupation specific capability set. Capability summary Below is the full list of capabilities and the level required for this role. The capabilities in bold are the focus capabilities for this role. Refer to the next section for further information about the focus capabilities. NSW Public Sector Capability Framework Role Description 3

4 Capability Group Capability Name Level Display Resilience and Courage Act with Integrity Manage Self Value Diversity Communicate Effectively Commit to Customer Service Work Collaboratively Influence and Negotiate Deliver Results Plan and Prioritise Think and Solve Problems Demonstrate Accountability Finance Technology Procurement and Contract Management Project Management Focus capabilities The focus capabilities for the role are the capabilities in which occupants must demonstrate immediate competence. The behavioural indicators provide examples of the types of behaviours that would be expected at that level and should be reviewed in conjunction with the role s key accountabilities. NSW Public Sector Capability Framework Group and Capability Level Personal Attributes Value Diversity Relationships Communicate Effectively Relationships Work Collaboratively Behavioural Indicators Be responsive to diverse experiences, perspectives, values and beliefs and listen to others' individual viewpoints Seek input from others who may have different perspectives and needs Adapt well in diverse environments Tailor communication to the audience Clearly explain complex concepts and arguments to individuals and groups Monitor own and others' non-verbal cues and adapt where necessary Create opportunities for others to be heard Actively listen to others and clarify own understanding Write fluently in a range of styles and formats Build a supportive and co-operative team environment Share information and learning across teams Acknowledge outcomes which were achieved by effective Role Description 4

5 NSW Public Sector Capability Framework Group and Capability Level Results Plan and Prioritise Results Think and Solve Problems Business Enablers Technology Behavioural Indicators collaboration Engage other teams/units to share information and solve issues and problems jointly Support others in challenging situations Understand the team/unit objectives and align operational activities accordingly Initiate, and develop team goals and plans and use feedback to inform future planning Respond proactively to changing circumstances and adjust plans and schedules when necessary Consider the implications of immediate and longer term organisational issues and how these might impact on the achievement of team/unit goals Accommodate and respond with initiative to changing priorities and operating environments Research and analyse information and make recommendations based on relevant evidence Identify issues that may hinder completion of tasks and find appropriate solutions Be willing to seek out input from others and share own ideas to achieve best outcomes Identify ways to improve systems or processes which are used by the team/unit Demonstrate a sound understanding of technology relevant to the work unit, and identify and select the most appropriate technology for assigned tasks Identify opportunities to use a broad range of communications technologies to deliver effective messages Understand, act on and monitor compliance with information and communications security and use policies Identify ways to leverage the value of technology to achieve team/unit outcomes, using the existing technology of the business Support compliance with the records, information and knowledge management requirements of the organisation Role Description 5

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