Brisbane
IT & Telecomms
Help Desk / SupportKey Responsibilities
Ensure all incidents and requests are processed within SLA and in line with customer expectations.
Ensure problems are identified and managed in line with the ITIL framework.
Identify and document technology risks and provide solutions to reduce, mitigate or transfer the risk.
Produce and maintain process documentation, knowledge base articles and run books to support compliance with applicable standards such as ISO27001, PCI DSS and legal and regulatory requirements.
Perform daily, weekly, monthly checks and maintenance to ensure the health and availability of services.
Remediation of vulnerability identified through penetration testing and vulnerability scanning.
Develop and implement proactive systems monitoring and alerting.
Provide coaching and advice to other areas of IT to help empower and knowledge transfer to other teams.
Risk
Responsible for managing risks inherent to the role by diligently observing internal policies and procedures
Key Interfaces
Incident Management
IT Senior Management
Senior Application Specialists - / Application Specialist - Client and Marketing
Senior Manager Data and Integration Systems
Senior Manager, IT Service Delivery
CRM Business Owner, the Digital Marketing Manager and other business stakeholders who use and support CRM and AL Web Sites
Person Specification
Knowledge / Experience
Relevant experience working at a similar level
Support and maintenance of multiple Salesforce instances
Support and Maintenance of document management platforms
Valuable working knowledge of CRM platforms and data models and able to troubleshoot basic data issues in conjunction with data and integration
Support and maintenance of SharePoint based Intranet
Interacting with Vendor support for the resolution of issues within prescribed SLA's
Develop and optimise service availability monitoring and alerting using SolarWinds
Writing and executing SQL Queries, Stored Procedures, SSRS reports
Configuration and integrations of Single Sign On Solutions (Oracle Identity Federation, Azure Active Directory)
Strong experience in one of the following areas required:Administration and use of ServiceNow, change, incident, problem, ITAM, ITSM
Competencies
Change focus
Judgment & Problem Solving
Strong Team player, but equally capable in a solo environment
Planning & Reviewing
Communication & Confidence