Automation & Internal Systems

3 weeks ago

Bellevue Hill, Australia Mangano IT Full time

**YOUR ROLE**

**Role**:Automation & Internal Systems **Team**:Managed Services Practice

**Reports To**:Service Delivery Manager **Direct Reports**:none

**YOUR PURPOSE** **OUR PURPOSE**

This role is responsible for driving innovation in the use of
automation to deliver improvements in client service Purpose: Sharing what we know to improve business
experiences. The ability to think about creative solutions outcomes.
to reduce or eliminate manual tasks either in client service
delivery or in the use of internal systems, platforms and Our Niche: Large enough to get it done, small enough
tools that are used to deliver the managed service to care.
experience for our clients. The people in this role are
creative, forward thinking and are willing to develop their

Core Target: Agile business partner to Australian
skills through demonstrated delivery of automation

medium sized organisations, supporting technology
outcomes.

whilst focusing on security.

**OUR VALUES**

Progressive Effective Accountable Steadfast***

**YOUR KEY OUTCOME AREAS**

**80% **#**1 Automation and internal systems management 10%**

***
**10%**

**10% **#** 2 Service desk escalation**

**10% # 3 Continuous improvement 80%**

**WHAT YOU NEED TO SUCCEED**
- Competent skills in a variety of coding and script - Advanced approach to analysis and problem
- languages. solving tasks.
- Experience in a managed services environment with - Ability to exercise initiative.
an ability to review service ticket requests and look
- Very good written and verbal communication

for patterns and seek out process efficiency.
- skills.- Very competent client service skills.
- Very good time-management and prioritisation
- Ability to create system documentation consistently. skills.
- Competent technical capabilities for problem - Advanced problem-solving skills.
identification and resolution.
- Ability to share knowledge within Project Team
- Comprehensive knowledge of popular go-to-market and the Service Delivery Team.
- offerings, vendor products, and services expertise- Advanced systems administration skills.

of the business.

Outcome Profile Automation & Internal Systems Page 1 of 2
V2.0 Last Updated 25 May 2023 Mangano IT

OUTCOME PROFILE
- High attention to detail.

**DELIVERING RESULTS**

**80% Outcome Area 1 | Automation and internal systems management**

**Strategy Performance expectation**

Automation Delivery quality automation that will provide benefit to the Managed Services
Practice - based on priorities set by the Service Delivery Manager.

Internal systems Perform the ongoing updates and maintenance of all internal systems including

Documentation Documentation of any implemented automation process, script, flow, task, or code
element is of a very good quality to allow ongoing management and maintenance of
the artefacts.

Ticket Hygiene Ensure all tickets are managed in accordance with ticket hygiene best practices.

**10% Outcome Area 2 | Service desk escalation**

**Strategy Performance expectation**

Ticket Resolution Investigate and resolve all escalated issues and tickets.
Fewer than four (4) tickets past due at any given time.

Customer Satisfaction Client feedback is 95% positive and fewer than 5 negative client feedback.
responses in the previous 12 month rolling period.

Team Coaching Present one (1) lunch and learn session per quarter.

**10% Outcome Area 3 | Continuous improvement**

**Strategy Performance expectation**

Timesheets Update all timesheets to accurately reflect all time.

Professional Development Complete at least two (2) certification exams every year or other agreed equivalent.

Work Instruction and Process Update at least two (2) work instructions or identify and document at least two (2)
Improvements processes for improvement each quarter and submit to Service Delivery Manager.

Queries and issues raised by Management or Team to be responded to within one
Team Queries

(1) business day.

**Employee Commitment**

Employee Signature:
Outcome Profile Automation & Internal Systems Page 2 of 2
V2.0 Last Updated 25 May 2023 Mangano IT

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