Enterprise Software Specialist
We are seeking a highly skilled Enterprise Software Specialist to join our multi-year Defence program delivering an enterprise Health Knowledge Management System (HKMS) for the Australian Defence Force.
The successful candidate will be responsible for providing level 2/3 software support for mission systems, including user interaction, technical troubleshooting and service request fulfillment.
Main Responsibilities:
* Monitor and manage service requests, incidents and problem queues to meet contractual KPIs.
* Manage incidents end-to-end and perform root-cause analysis for problems.
* Identify and implement process improvements to enhance operational availability and reliability.
* Collaborate with client system owners and third-party vendors to resolve escalated issues.
* Create and maintain system documentation and knowledge base articles.
Key Requirements:
* Experience with application troubleshooting, diagnosing, testing and resolving customer issues.
* Experience with ticketing, knowledge management and ITSM products such as JIRA, Confluence and Micro Focus Service Manager or similar.
* Experience in ITIL Service Request fulfilment, Incident and Problem processes.
* Desired experience with scripting languages and task automation.
* Desired experience with system monitoring and alerting products such as Elasticsearch, Logstash, and Kibana.
* Knowledge of networks, network protocols and tools within Enterprise IT environments.
Please note that due to the nature of work, all applicants must be Australian Citizens and hold an NV-1 security clearance with AGSVA and be capable of upgrading to an NV-2 security clearance.
This is an equal opportunities organisation committed to creating a truly inclusive workplace. We welcome applications from diverse backgrounds and communities.