Department: National Disability Insurance Agency

Estimated start date : Monday, 05 October 2026

Contract duration : 12+12 months

Experience level: Senior - EL1 equivalent

Location of work: QLD, WA, ACT, VIC, NSW, NT, SA, TAS

Working arrangements type : Hybrid

Maximum hours: 37.5 hours per week

Security clearance: Must be able to obtain Baseline The NDIA, Technology Services Division is undertaking major work programs to deliver innovative fit-for-need ICT-based solutions to improve the National Disability Insurance Scheme. We are undertaking a major program of work involving multiple projects spanning a number of current industry-leading technologies, including Salesforce as a core component.

The Scheme

Payments & Platform Branch part of the Technology Services Division seeks an experienced and energetic Platform Support Lead to join our energetic fast-paced team.

The National Disability Insurance Agency (NDIA) is an independent statutory agency that is responsible for implementing the National Disability Insurance Scheme (NDIS), which will support a better life for hundreds of thousands of Australians with a significant and permanent disability and their families and carers. The NDIA values a positive contemporary attitude to disability.

Key duties and responsibilities

- Lead and manage a team of Senior Platform Engineers responsible for enabling a highly complex and business critical enterprise CRM platform. Streamline and improve the efficiency and effectiveness of the enablement model
- Management of staff, including work allocation, mentoring, training and upskilling.
- Process development, documentation and implementation for of all enablement activities to ensure consistent, efficient, and effective delivery for all stakeholders.
- Respond to major incidents and represent the directorate internally and with external vendors




- Engage with external vendors and internal ICT Teams to progress platform enablement activities and access ICT services as required.
- Execute coordination of testing activities, signoffs from various stakeholders and Change Advisory Board (CAB) representation for enablement releases.
- Coordinate with other sections of the branch including release management, testing, architecture, platform and digital delivery to manage critical paths and multiple stakeholders and parallel release trains.
- Promote a positive team culture that encourages collaboration, knowledge sharing and respect between members and enables individuals to feel, empowered, supported and trusted in their roles.
- Provide clear operational leadership and accountability for the Salesforce platform.
- Standardise and mature the enablement model through improved processes, documentation, and training.
- Enable proactive management of platform risks, dependencies, and release cycles.
- platform stability and reduced platform stability and reliance, impacting key customer-facing services.
- Improve release management and change governance, accelerating delivery of platform enablement improvements.
- Improve staff engagement and productivity
- Reduce reputational risk if platform outages or service interruptions impact customer or stakeholder confidence
- Reduce risk to enterprise-wide critical functions and projects




- Increase security of the Salesforce platform by championing a pro-active approach to security patching, pen testing and security maturity assessments
- Leading and co-ordinating the relationship with CyberOps and Cyber GRC to strengthen our overall security posture
- Deep Salesforce platform expertise (Service Cloud, Experience Cloud, Integrations
- Technical leadership experience in managing senior support engineers.
- Strong vendor management and stakeholder engagement skills across ICT and business divisions.
- Proven capability in major incident response, change governance, and release coordination
- Strong grasp of the Salesforce SDLC including DevOps, CICD and platform enablement

Essential criteria

1. More than 5 years’ experience leading and managing ICT support teams
2. Experience supporting or managing complex CRM/business systems
3. Demonstrable experience in process development, documentation and implementation
4. Proactive approach to building relationships and working with stakeholders to deliver and an effective support model continuous improvement
5. Ability to translate complex technical concepts into user-friendly explanations and solutions.
6. Demonstrable strong problem-solving and trouble-shooting skills, patience, and an understanding of how their role impacts the overall customer experience is essential

Desirable criteria

1. Certifications in Salesforce
2. Knowledge of the National Disability Insurance Scheme
3. Experience in tools including Gitlab, Splunk, Jira, Confluence, SAP
4. Experience in similar roles leading large teams of 10+ people

Please let us know if this role interests you. Even if your experience doesn’t match every skill listed, we’d still love to hear from you. Feel free to send us your CV, and we’d be happy to connect and have a chat about the opportunity.

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