Systems Performance Specialist

2 weeks ago

Sydney, New South Wales, Australia beBeeOperations Full time $100,000 - $130,000

The primary function of this role is to support the day-to-day performance, usability, and continuous improvement of core SaaS platforms used by operations teams. These platforms include workflow management tools, ticketing systems, telephony platforms, and client service enablement tools.

Key Responsibilities
  • Provide frontline support to operations users across core SaaS platforms.
  • Troubleshoot system issues, escalate to vendors or internal teams where required, and manage follow-up to resolution.
  • Maintain and enhance user documentation, process guides, and support materials.
  • Facilitate access, permission management, configuration changes, and user onboarding activities.
  • Monitor usage and performance metrics to identify issues, inefficiencies, or opportunities.
  • Coordinate system upgrades, patching, and testing in partnership with IT and vendors.
  • Support governance processes including change control, release management, and data integrity.
  • Work closely with operations teams to gather feedback and identify opportunities to optimize workflows and system use.
  • Contribute to business-led projects including the rollout of new features, integrations, or process automation.
Requirements
  • A minimum of 2 years of experience in an application support, operations technology, or SaaS administration role, preferably in a business-facing capacity.
  • Strong working knowledge of SaaS platforms supporting service operations, such as ServiceNow, Zendesk, Salesforce Service Cloud, Genesys, NICE, or similar.
  • Excellent problem-solving and troubleshooting skills.
  • Strong written and verbal communication skills, with the ability to engage users, vendors, and stakeholders confidently.
  • Familiarity with service management and ticketing concepts, including SLAs, queues, categories, and reporting.
  • Exposure to automation and AI tools, such as AI assistants, bots, workflow triggers, is highly regarded.
Benefits and Culture

This company offers a dynamic and inclusive work environment that supports employee growth and well-being. The organization prioritizes innovation, collaboration, and customer satisfaction, providing opportunities for employees to develop their skills and advance their careers.

About Us

We are a forward-thinking organization dedicated to delivering exceptional results through cutting-edge technology and expertise. Our team is passionate about making a positive impact and strives to create a culture that values diversity, inclusivity, and teamwork.

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