Enterprise IT Support Professional

1 week ago

Canberra, ACT, Australia beBeeSupport Full time $80,100 - $118,440
System Support Specialist

We are seeking an experienced System Support Specialist to join our team on a multi-year Defence program. The successful candidate will be responsible for delivering an enterprise Health Knowledge Management System (HKMS) that enables better clinical decision making for the Australian Defence Force (ADF).

The HKMS capability will provide market-leading healthcare to ADF personnel, and we need a dedicated individual to support its development and implementation.

Main Responsibilities:
  • Provide Level 2/3 software support for mission systems, including user interaction, technical troubleshooting, and service request fulfillment.
  • Monitor and manage service requests, incidents, and problem queues to meet contractual KPIs, including triage and assignment.
  • Manage incidents end-to-end (triage, investigation, resolution, escalation, follow-up) 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, while participating in on-call rotation for priority incidents.
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.

We value diversity, inclusion and equality, and welcome applications from Aboriginal and Torres Strait Islander communities, culturally and linguistically diverse people, people with disabilities, veterans, neurodiverse people, and people of all genders, sexual orientations, and age groups.

To be eligible for this role, you must be an Australian Citizen and hold an NV-1 security clearance with AGSVA and be capable of upgrading to an NV-2 security clearance.

Next Steps:
  • To apply for this role, please follow the links or visit our Careers page.
  • The recruitment process involves 1-2 interviews and background checks.
  • We are committed to accessible recruitment and encourage applicants to contact our Careers team if they require additional support during their application.

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