Api Support Lead

Australian Citizens residing in Australia only respond.

• Contract start 02 January 2024 to 12 months.
• Australian Citizen, Richmond VIC, Surry Hills NSW, Deakin ACT, Midlands WA role.

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Overview
The National Disability Insurance Agency, Office of the CIO (NDIA OCIO) is undertaking major work programs to deliver innovative fit-for-need ICT-based solutions to improve the National Disability Insurance Scheme.
We are seeking an experienced API and Integration Support Lead to join our dynamic fast-paced team.
Duties

• Liaise with and assist NDIA Digital Partners register and subscribe to APIs from initial application, through testing and compliance, and into production.
• Maintain and configure APIs and applications.
• Develop and maintain documentation on support processes, policies, and configuration.
• Manage a small team, undertaking work allocation, review, providing guidance and direction.
• Use strong communication and stakeholder management skills to deal with external customer partners, internal business staff up to management level.
• Troubleshoot API and integration issues and work with external vendors to resolve them.
• Become familiar with the token-based authentication system to help Partners with authentication problems.
• Work closely with level three technical and development teams to investigate and resolve complex incidents.
• Undertake testing of APIs and the environments as required.
• Monitor and report on end-to-end API health, performance, and statistics.
• Collate, analyse and produce customised reports and dashboards as required in consultation with ICT and business teams.
• Raise support tickets with external vendors and follow through to resolution.
• Apply best practice ITIL methodology for incident management and service requests.
• Exhibit a strong understanding of API and integration technologies, with the ability to quickly grasp new products and adapt to complex mission critical environments.
• Undertake support and operations. Development is not required in this role.

Every application requires to address selection criteria as part of application submission.
Essential Criteria
1. 35 years experience working with APIs and/or Integration, ideally in a support/operation role.
2. Demonstrated experience managing and guiding a small team to achieve outcomes.
3. Excellent communication and stakeholder management skills to manage competing stakeholder groups.
4. Demonstrated experience developing and maintaining documentation on support processes, policies and configuration.
Desirable Criteria
1. Any exposure to CRM systems is beneficial.
2. Comfortable with new ways of thinking about accessibility and enthusiastic about accessible design & development will be highly regarded.