Digital Experience and Support Manager

Victorian Civil and Administrative Tribunal (VCAT); City of Melbourne; On-site; AUD 120,000 - 140,000; Full time

Job summary

Victorian Civil and Administrative Tribunal (VCAT) in Melbourne is seeking an experienced Digital Experience & Support Manager to lead the business support and continuous improvement of our digital platforms, including case management systems and digital portal services.

You will drive user adoption, improve digital experiences, analyse data and user feedback, coordinate testing and business readiness activities, and deliver practical solutions that enhance service delivery for staff and

Qualifications

• Experience supporting and improving business-critical digital platforms or case management systems.
• Strong analytical and problem-solving skills, with the ability to identify trends and diagnose recurring issues.
• Experience leading user acceptance testing (UAT), business readiness activities and digital change initiatives.
• Ability to develop and deliver training materials, standard operating procedures and knowledge resources.
• Strong stakeholder engagement and relationship management skills, with the ability to influence and collaborate across diverse teams.

Responsibilities

• Lead the business support and continuous improvement of VCAT's digital platforms, including case management systems and digital portal services.
• Drive user adoption and improve digital experiences for staff and tribunal users.
• Analyse data and user feedback, coordinate testing and business readiness activities, and deliver practical solutions that improve service delivery.
• Collaborate with business and technology stakeholders to resolve recurring service issues and implement sustainable improvements.
• Support digital change initiatives and help staff navigate digital technologies and processes.

Skills

Digital platforms

Analytical thinking

UAT & change management

Training materials

Stakeholder engagement

Power Automate / low-code

Tools

Microsoft 365

Power Automate

Job description

Victorian Civil and Administrative Tribunal (VCAT) – Melbourne VIC

• Work at VCAT, a justice service that resolves a wide range of disputes for the Victorian community
• Play a key role in improving how VCAT staff, tribunal users and stakeholders interact with our digital services

About Us

Court Services Victoria provides corporate services and facilities to support the performance of the judicial, quasi-judicial and administrative functions of Victoria's courts and tribunal, Judicial College and Judicial Commission.

Collectively, Victoria's Supreme, County, Magistrates', Children's, and Coroners courts, the Victorian Civil and Administrative Tribunal (VCAT), the Judicial College of Victoria, the Judicial Commission of Victoria, and Court Services Victoria (CSV) are referred to as the ‘Courts Group'.

Our people enable the Courts Group to deliver on each jurisdiction's own strategic priorities while also pursuing strategic opportunities that are interconnected and deliver benefits more broadly.

VCAT

The Victorian Civil and Administrative Tribunal (VCAT) is a justice service that resolves a wide range of disputes for the Victorian community, including residential tenancies, planning and environment disputes, consumer and building matters, guardianship and administration, professional regulation and human rights. VCAT is committed to delivering an accessible service for all Victorians and is transforming our digital products and services to make it faster, easier, and more convenient for people to come to the tribunal.

About the role

We are seeking an experienced and motivated Digital Experience & Support Manager to play a key role in improving how VCAT staff, tribunal users and stakeholders interact with our digital services.

As the Digital Experience & Support Manager, you will lead the business support and continuous improvement of VCAT's digital platforms, including our case management systemsand digital portal services. You will be responsible for driving user adoption, improving digital experiences and ensuring staff and external users are supported through digital change and transformation initiatives.

Working closely with business and technology stakeholders, you will identify recurring service issues, analyse data and user feedback, coordinate testing and business readiness activities, and deliver practical solutions that improve service delivery and business outcomes.

This is an exciting opportunity for someone who thrives on solving complex problems, improving processes and helping people get the most from digital technology.

About you

You are a customer-focused and strategic thinker who combines strong business improvement skills with hands‑on experience supporting digital systems and users.

To be successful in this role, you will bring:

• Experience supporting and improving business-critical digital platforms or case management systems.
• Strong analytical and problem-solving skills, with the ability to identify trends, diagnose recurring issues and implement sustainable solutions.
• Experience leading user acceptance testing (UAT), business readiness activities and digital change initiatives.
• Demonstrated ability to develop and deliver training materials, standard operating procedures and knowledge resources.
• Strong stakeholder engagement and relationship management skills, with the ability to influence and collaborate across diverse teams.
• Experience using data, customer insights and service performance information to drive continuous improvement.
• Knowledge of Microsoft 365tools and digital automation opportunities such as Power Automate and other low-code solutions will be highly regarded.
• Excellent written and verbal communication skills, including the ability to prepare reports, briefings and complex correspondence.

Other information

CSV is the employer of staff at Courts Group. CSV has a firm commitment through its Koori Employment Plan to increase participation of Aboriginal and Torres Strait Islander people across our workforce.

We value the unique backgrounds, experiences, and contributions that each person brings to our community and encourage and celebrate diversity. Those from the LGBTQIA+ community, women, people of all ages, with disabilities, culturally and linguistically diverse people, and those who are neurodiverse, are encouraged to apply.

We aim to create a workforce that reflects the community in which we live.

If you require adjustments to the recruitment and selection process or require an alternative format to any of the application material, please don't hesitate to email the contact person listed in the advertisement.

As part of our commitment to a safe and respectful workplace, CSV conduct pre-employment checks, including reference checks, police checks and misconduct screening. These checks are handled confidentially, with care and are a standard part of our hiring process to ensure the right fit for both candidates and Court Services Victoria.