The Australian Federal Police is seeking a skilled System Administrator to join their team in Canberra.
Job Description
This role will involve providing level one customer support to end-users via ServiceNow, troubleshooting and resolving issues, and managing all incidents and problems through to resolution. The successful candidate will also be responsible for testing and deploying software patches, version releases, and updates, as well as collaborating with key stakeholders on the management of future system enhancements.
Key Responsibilities
* Deliver customer-focused services and service desk activities to OHS users;
* Manage customer support requests to ensure timely and satisfactory resolution;
* Identify, investigate, and provide solutions for issues that may arise;
* Engage and liaise with stakeholder groups and lead meetings to ensure open communication and collaborative outcomes;
* Manage and allocate tasks to the team through ServiceNow to ensure completion within agreed timeframes;
Requirements
* Australian citizenship;
* AFP Negative Vetting 1 (Secret) security clearance or ability to obtain one;
* Demonstrated experience or understanding of service desk operations or experience, and/or knowledge of service delivery processes, methodologies, and tools;
* Customer-centric mindset with a proven track record in delivering high-level customer service;
* Confident communicator who can speak to people at all levels of the business and liaise with customers to determine their support needs;
* Ability to prioritize team workload based on service delivery priorities;
* Demonstrated experience in creating and maintaining documentation;
* Demonstrated leadership skills and ability to develop and guide team members in a mentoring and advisory role;
Desirable Requirements
* Experience in Salesforce system administration or an understanding of other Organisational Health Solution platforms;
* ITIL V4 Foundation Certificate or appropriate experience with process implementation;
* Microsoft systems and tools (including but not limited to Windows, Active Directory, Office, Exchange, and Teams);
* Delivery of training or experience with group engagements;
Benefits
The successful candidate will have access to ongoing training and professional development opportunities, flexible working arrangements, and generous remuneration packages.