Digital Service Operations Specialist
12 hours ago
We are seeking a skilled Digital Service Operations Specialist to join our team at the Australian Energy Market Operator (AEMO). This is a Permanent Full-Time position based in Australia.
About the RoleThis is a critical role within the Customer Engagement & Services Division, accountable for coordinating Stakeholder/Customer engagement and communications for the Digital Division. The successful candidate will provide Service Desk support to internal and external Customers, including End User IT Support for internal Customers, and provision and coordination of key IT Service Management capabilities.
The Digital Service Centre team is responsible for providing primary technical support and assistance with enquiries around AEMO's IT systems and the services AEMO provides. As a Digital Service Operations Specialist, you will work independently but alongside the broader Service Centre team, trained in all systems supported and able to utilize team member technical knowledge to adapt to and quickly pick up applications, systems, and procedures.
Key Responsibilities- Act as the routine contact point, receiving and handling requests for support with a focus on customer and service experience.
- Respond to a broad range of service requests for support by providing information to fulfil requests or enable resolution.
- Assist with the development of standards, applying the standards to track, monitor, report, resolve or escalate issues.
- Monitor core contact centre service delivery channels and collect performance data.
- Onsite attendance may be required for up to 5 days a week depending on Digital Service Centre responsibilities at each site location, as well as for other internal/external duties with this requirement.
- Gather information to enable incident resolution and allocate incidents as appropriate.
- Provide first-line investigation and gather information to enable incident resolution and allocate incidents, advising relevant staff and stakeholders of actions taken.
- Provide after-hours service support functions as rostered to AEMO Staff and Industry Participants.
- Work collaboratively across the Digital division, including Architecture, Platform teams and Product teams, maintaining Incident and Request Management best practices.
- Establish continual process service improvement governance and actions improvement opportunities.
We are looking for a highly skilled professional with:
- Demonstrated ability in a Customer Service or Service Desk role.
- 2+ years in the energy industry or related businesses is advantageous.
- Knowledge of Incident and Service Request Management, tools and processes.
- Excellent written and verbal communication skills, including an outstanding telephone manner.
- Excellent organisational and problem-solving skills whilst providing technical support is mandatory.
- Demonstrated experience of the ITIL framework and Service Management methodologies.
- Demonstrated experience supporting Microsoft Operating Systems, Office 365, and collaboration tools.
- Ability to build relationships with stakeholders at all levels.
- Managing complexity and competing priorities.
The estimated annual salary for this position is $90,000 - $110,000 AUD, plus additional benefits such as flexible working arrangements, professional development opportunities, and wellness programs.
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