Resource Management Representative

2 months ago

Sydney, New South Wales, Australia REAL TIME AUSTRALIA Full time
Job Description

We are seeking a highly motivated and organized Resource Management Representative to join our team at Real Time Australia. As a key member of our Technical Support team, you will be responsible for managing the queue of incident cases raised by local customers and directing them to the appropriate Subject Matter Experts (SMEs).

Key Responsibilities:
  • Assignment of incidents or cases to the support organization.
  • Workforce scheduling of support teams.
Primary Areas of Focus:
  • Incident Assignment: Act as the initial reviewer of arriving incidents for the determination of correct assignment group and categorization.
  • Workforce Scheduling: Schedule technical resources on the Company Workforce Management portal and work with managers to build team schedules.
Requirements:
  • Has worked in a similar capacity within a Customer Service or Customer/IT Support environment.
  • Previous experience working with Resource Automation systems or software.
  • Familiarity with Rostering, Scheduling or Dispatch toolsets.
  • Demonstrated knowledge of technical systems and environments.
  • Experience with IT Service Management (ITSM) platforms would be an advantage (e.g. ServiceNow, Salesforce, Jira, etc.).
  • Must be a multi-tasker with strong prioritization and negotiation skills.
  • Strong English communication skills.
Education:
  • Bachelor's degree in computer science or other relevant fields; or equivalent industry experience.
What We Offer:
  • An exciting and innovative tech culture.
  • State-of-the-art facilities.
  • A very supportive environment.
  • A flexible work-from-home/hybrid setup.
  • The opportunity to learn from industry experts.

Please note that all candidates must be local to Australia and will need to be permanent residents or citizens.

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