Service Delivery Specialist

2 days ago

Parramatta Park, Queensland, Australia beBeeService Full time $84,659 - $92,701
About the Role

We are seeking a professional to provide high-quality support and guidance to users across multiple locations and applications. This role involves supporting the delivery of shared services in accordance with Service Partnership Agreements (SPAs) to promote a customer-centric approach and meet business priorities.

Key Responsibilities
  • Provide expert support and advice in response to inquiries and requests about shared services products and services, clarifying issues and resolving inquiries and requests in line with SPAs and standards.
  • Promote, support, and assist clients in the self-service function, ensuring seamless interaction and maximum efficiency.
  • Follow established procedures, processes and log incidents and requests using existing customer management tools, including ServiceNOW.
  • Create a positive customer experience by utilizing the knowledge base and researching complex issues in line with SPAs.
  • Contribute to the continuous improvement of processes and knowledge base, driving innovation and excellence.
  • Analyse information and make recommendations based on relevant evidence, enhancing service quality and delivery.
About You

To be successful in this role, you must demonstrate strong capabilities in:

  • Processing transactional tasks such as updating records, checking details or submitting requests, requiring excellent attention to detail and organisational skills.
  • Dealing with demanding or difficult customers in a Service Desk setting, showcasing exceptional communication and interpersonal skills.
  • Maintaining current knowledge of procedures in multiple systems and learning new applications and processes as required, demonstrating adaptability and a willingness to learn.
What We Need from You

Please submit an up-to-date CV and a cover letter outlining your knowledge, skills and experience, specifically highlighting how you have adapted to change and maintained service quality in previous roles.

  • Tell us about a time when your team or organisation underwent a significant change, such as implementing new systems or processes, and how you contributed to a smooth transition.

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