Operations Team Lead

Australian Citizens With ability to obtain NV1 Clearance residing in Australia only respond

• Contract start 17 April 2023 To 12 months, 12 months extensions.
• Australian Citizen, Ability to obtain NV1 Clearance, Canberra, Melbourne role.

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Overview
Position Purpose
The NDIA requires the services of an ICT Team Lead to support the agencys Salesforce platform. As an ICT Team Lead, you will be responsible for leading a team of support specialists and managing day-to-day operations of the Salesforce system and the release management process. You will work closely with cross-functional teams to identify, troubleshoot and resolve Salesforce-related issues and provide continuous improvement to the platform.
Key Responsibilities:

• Manage a team of support specialists, providing coaching and support to ensure high-quality service delivery.

• Manage and co-ordinate the backlog of incidents, bugs, change requests, and system enhancements across the breadth of the Salesforce platform.

• Execute all required ICT change management activities including creation of high-quality change records and release documentation, coordination of testing activities, sign-offs from various stakeholders and more.

• Develop and implement support processes and procedures to ensure consistent and efficient resolution of Salesforce-related issues.

• Serve as a subject matter expert on the agencys Salesforce platform and its business rules, staying up-to-date with new features and functionalities

• Collaborate with cross-functional teams to identify and prioritize bug fixes, system enhancements and upgrades.

• Perform operational tasks including access management and provisioning, backup and restore activities, internal reviews, control implementation and service transition activities.

• Build and maintain relationships with key stakeholders to ensure business objectives are met.

• Monitor and analyse system health and performance, identifying areas of improvement and implementing solutions, including improving the teams ability to identify and respond to system issues before end users.

• Develop various reporting including incident and queue management, team capacity and velocity, problem areas, trends, and business uptake.

• Develop and maintain user documentation and training materials to ensure user adoption and satisfaction.

Every application requires to address selection criteria as part of application submission
Essential Criteria
1. Experience of at least 3-5 years in managing IT support operations, including managing teams.
2. Experience working with cross-functional teams and managing stakeholder relationships, demonstrating excellent communication and interpersonal skills.
3. Experience in developing and implementing support processes and procedures.
4. Strong problem-solving skills and attention to detail.
Desirable Criteria
1. Experience working with the Atlassian suite, specifically Jira, Confluence and Service Desk.
2. Experience supporting business applications with complex business rules.
3. Strong understanding of the Salesforce platform and its functionalities.