AddressAre you a tech-savvy problem solver with a passion for innovation? Do you have a proven track record delivering IT and Facilities operating cycles, support and service requests with compelling customer experience to provide a world-class, dynamic and future-focused environment for our people in each office? If so, we Want You to join our Corporate Services Team!
What you'll be doing …
Leadership Deliverables
Establish a structured framework for the System Owner team to ensure a consistent approach around operational and continuous improvement activities:
- Provide coaching to team around:
- Efficient allocation of resources and customer support balanced with ensuring leave requirements are met and aligned with a health and safe working environment
- Security and operational requirements of solutions
- Specific technical skill and knowledge to complete tasks within work stream
- Vendor and stakeholder negotiation and performance management
- IT operation, WHS, and security and privacy compliance requirements/obligations for each office location
Operational Deliverables
Take ownership in 1 primary and 1 secondary stream to deliver operational and continuous improvement activities below:
- Productivity Suite, Cloud platforms, Network
- IT security systems, Backup, DR, Devices
- AV/Room systems, Facilities, Procurement
- UC and other systems (e.g. Jira)
Establish an operational manual for the Help Desk team to ensure these are operating effectively:
- Regular operating cycles (e.g. daily checks, monitoring/preventative maintenance, upgrades/patching, backup processes, security review/hardening, WHS/compliance audits, health checks)
- Administration and management standards, practices and knowledgebase, including user administration, system administration, security and privacy and efficiencies
- incident management and disaster recovery plans, considering operational IT, WHS, security & privacy incidents and issues to ensure the ability to manage incidents on a timely basis
- Design and establish key roles (e.g. t-shirt size, standard profiles and groups) in alignment with business needs
- Deliver these operational activities when Help Desk analysts are not able to complete the activities
- Act as the subject matter expert and resolver group for changes, incidents and problems:
- Perform rigorous change control and risk assessments prior to executing changes
- Perform technical investigation of incidents and problems, identifying root cause and preventing future occurrence
- Resolve support escalations, referring external vendors only after thorough investigation
- Identify and proactively resolve recurring problems, addressing root causes and preventing future occurrences
- Act as subject matter experts for business initiatives and events and provide required support to achieve the outcomes
- Timely completion of ad hoc/non-standardise work requests and/or operational activities, applying appropriate analysis and industry knowledge in achieving the outcomes
Continuous Improvement Deliverables
- Drive the improvement of service delivery, ensuring they are responsive and meets business needs by:
- Select solutions after rigorous assessment which considers suitability, IT and physical security, performance, and including both long-term and short-term requirements
- Design solution, and build enhancements and integrations, ensuring operational and security requirements are adequately considered
- Keep up to date with industry trends and product roadmap, developing plans to evolve and improve the system/services
- Manage vendor performance, contract cycles, ensuring value of money for TechnologyOne and renewals are reviewed
- Negotiating and partnering with vendors to drive performance and enhancements of systems and solutions, as well as value for money
- Building strong working relationship with key internal stakeholders and gain buy-in and support for initiatives
- Regularly review of suitability of vendors, solutions and processes to identify any efficiencies required or ways to optimise our cost base
- Drive the quality of service delivery, ensuring the ability of Help Desk team are able to complete operational activities:
- Continuously improving documented work instructions and procedures to for completeness, consistency and currency
- Ensure systems, processes and costs are continually managed and reviewed to identify ways to reduce costs and improve our efficiencies
- Remain at all times compliant with our policies & procedures and proactively raise improvements where appropriate
- Ensuring compliance with work health and safety requirements and policies.
Your Talents…
- Proven experience in
- Experience in
- Expertise in
- Broad understanding of corporate processes such
- Highly developed communication skills, including the ability to?effectively and maturely communicate and negotiate in writing and verbally with stakeholders across all levels.
Benefits…
- Competitive remuneration package
- Industry leading employee share plan
- Free gym membership onsite
- Additional 2.5 days of leave per year dedicated to volunteering at a charity of your choice
- Free breakfast and coffee on-site
TechnologyOne (ASX: TNE) is Australia's largest enterprise software company and one of Australia's top 100 ASX-listed companies, with locations across six countries. We provide a global SaaS ERP solution that transforms business and makes life simple for our customers. Our deeply integrated enterprise SaaS solution is available on any device, anywhere and anytime and is incredibly easy to use. Over 1,200 leading corporations, government agencies, local councils and universities are powered by our software.
For more than 36 years, we have been providing our customers enterprise software that evolves and adapts to new and emerging technologies, allowing them to focus on their business and not technology.
TechnologyOne is proud to be an Equal Opportunity Employer who values diversity and an inclusive workplace. We aim to recruit a diverse range of people with a diverse range of talents to help us to deliver on our mission to better our community. If you meet a number of the requirements (and not all), we encourage you to submit your application.
