Content Manager & UX Web Designer, Service Delivery Operations

Job Req ID

Home Affairs - 132008






APS Level 6 - $90,199.00 and $103,770.00 plus 15.4% super (part time pro-rata)


Employment Type

Ongoing (Permanent), Full-time 


Flexible work

Flexible arrangements considered 


Contact Officer 


Applications close on 21/07/2024 at 11:59pm AEST (midnight) - Late applications will not be accepted.


About our opportunity


This process is being used to fill several immediate vacancies. A merit pool may be established and used to fill similar vacancies for up to 18 months. 


About our team


Immigration | Service Design & Delivery Programs | Services Delivery Operations | Content Management and Optimisation & Website Ops Development and Enhancements


Service Delivery Operations (SDO) Branch sets the overarching strategy and policy for client service delivery in the Department.  The Branch champions the Government's Service Delivery and Digital Transformation Agenda and delivers simple, clear and fast information and services to clients and stakeholders and strives to continuously improve the cross-channel user experience.


The Branch provides service delivery to Departmental clients through call centre arrangements, online and face-to-face services, feedback management & escalation, provision of helpdesk and business support for both internal and external stakeholders.

The Content Management and Optimisation (CMO) section sits within the SDO and provides support to content owners and business areas to improve content and deliver new digital services to support better client experience. The team guides business areas in preparing content that meets the digital standards for readability with messaging that is consistent and coherent across all communication channels.


The Website Operations Development and Enhancements (WODE) Section provides operational and support services for the ongoing maintenance and enhancement of the department’s intranet and external websites, including Ministers' websites. The section works closely with business areas and the CMO section to ensure our websites meet the Australian Government digital standards and Web Content Accessibility Guidelines (WCAG) to provide clients with a high-quality digital service.


Please visit our website for more information about the Department of Home Affairs or Australian Border Force


Our ideal candidate


Our ideal candidate is someone who is self-driven, collaborative, strategic, and have experience leading teams. They have:

  • Experience in developing and reviewing content or designs for external clients across multiple channels (telephony, website, virtual assistant) in a service delivery environment

  • Knowledge of government digital service standards, including Web Content Accessibility Guidelines (WCAG) practices

  • Experience in working in a multidisciplinary team using project management methodologies

  • Strong stakeholder communication, engagement and negotiation skills

  • The ability to analyse information from multiple sources in order to facilitate continuous improvement of content or design to enhance the client experience.


For the Content Manager role you must also have:

  • Exceptional writing and editing skills.


For the UX Web Designer role you must also have:

  • The ability to develop user centred design solutions, including visual and design components.


Duties and responsibilities


  • Identifying opportunities for improvement of content across channels (online and telephony) through analysis and research of data from multiple sources

  • Engaging with relevant business areas on either content improvement or visual and design component solutions

  • Initiating, planning and managing projects in collaboration with relevant stakeholders, applying project management methodologies to ensure best outcomes

  • Solving problems and being a point of resolution for project blockers

  • Creating and maintaining project related templates and artefacts according to Departmental record keeping policy

  • Providing expert support and advice for website, telephony and virtual assistant content

  • Reviewing content or design in accordance with Digital Transformation Agency (DTA) guidelines, the Australian Government Style Manual and relevant agency style guides

  • All elements of leading a small team, including training, reviewing work and providing feedback and coaching, setting priorities, allocating tasks, and personnel administration.


Additional information


Candidates must have skills or experience in one or more of the following:

  • Web publishing

  • Multi-channel content development

  • Leading teams

  • Working as part of a multidisciplinary team

  • Working using Project Management methodologies

  • UX Design


For the UX Web Designer role, you must:

  • Hold a qualification in Graphic design or Website design


Candidates who cannot demonstrate skills or experience in the above in their written application will not progress to an interview. If you are unsure if you should apply, please contact the contact officer for further information about the role.


How to apply


Submit your application and CV through the Home Affairs’ recruitment system (ourPeople) before the closing date on 21/07/2024 at 11:59pm (midnight) AEST  – Late applications will not be accepted.


As part of your application you will be required to prepare and submit a one-page applicant response document in relation to the advertised role, outlining:


Content Manager, Content Management and Optimistion

  • Your experience in developing digital content across multiple channels

  • Your ability to manage a project and lead a team

  • How you collaborate with cross-functional teams to ensure content supports business goals

  • Your interest in the role and what values you can offer us

  • Specific examples or achievements that demonstrate your skills, knowledge, and experience to perform the role.


UX Web Designer, Website Operations

  • Your experience in developing user centred design solutions including visual and design component solutions

  • Your experience working collaboratively across various user experience, research, and design tasks

  • Your ability to communicate effectively with a range of stakeholders to provide clear, specialised advice and direction on design implications.


Applicant response documents must be a minimum 11pt font in MSWord or PDF format, include your full name, which role you are applying for and the Requisition Number – 132008 in the document footer.


Prior to preparing your response it is recommended you review the Work Level standards relevant to the classification you are applying to. It may also be useful to refer to the Integrated Leadership Systems information relevant to the classification.





To be eligible for the position you must be an Australian Citizen.


The successful candidate will be required to obtain and maintain a Baseline Vetting (AGSVA) security clearance and an Employment Suitability Clearance (ESC).


Diversity and inclusion


The Department is committed to workforce diversity and applicants who are Aboriginal and/or Torres Strait Islander, come from a diverse cultural or linguistic background or have a disability are encouraged to apply.


RecruitAbility applies to this vacancy. Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have a disability; and meet the minimum requirements for the job. For more information visit:


Technical assistance


For technical enquiries please call or email for assistance:



Please include any applicable screen captures, a response will be provided during business hours.




The Department of Home Affairs offers an attractive remuneration package, including salary, superannuation benefits and flexible working conditions appropriate to the level of the position.


The Department may provide relocation assistance to eligible APS employees required to relocate. The level of assistance will vary depending on the reason for relocating and your personal circumstances. For further information please enquire with the contact officer listed in the advertisement.


Information about employment and advice on how to apply for vacancies can be obtained from the Department’s website at


Candidates should be aware that in roles where vaccination against COVID-19 is required by public health orders/directions or other legislation proof of vaccination will be required. If a candidate is not fully vaccinated or is unwilling to be vaccinated within a reasonable time period, they may not be offered that role.