Enterprise Systems Support Specialist

2 days ago

Canberra, ACT, Australia beBeeSupport Full time $100,000 - $125,000
System Support Professional

We are seeking an experienced System Support Professional to join our team in a Defence program delivering an enterprise Health Knowledge Management System (HKMS).

The successful candidate will be responsible for:

  • Identifying and managing ongoing process improvements to enhance operational availability and reliability.
  • Completing service request fulfillment within the team's scope.
  • Monitoring and managing service request, incident, and problem queues to meet contractual KPIs.
  • Triage and assignment of service request, incident, and problem tickets to senior software analysts or other support teams.
  • Managing incidents end to end, demonstrating ownership through triage, investigation, resolution, escalations, and post-incident follow-up.
  • Interacting with client system owners and 3rd party product vendors as needed when managing incidents, problems, and escalated issues.
  • Creating and maintaining system documentation, including Knowledge Based Articles for the Level 1 Help Desk and Level 2 Client Business Support.
  • Participating in a team on-call roster and managing priority incidents and problems within contractual KPIs.

Required skills include experience with ticketing, knowledge management, and ITSM products such as JIRA, Confluence, and Micro Focus Service Manager or similar. Desirable skills include experience with Windows Server, Linux, and Linux Containers, scripting languages, and task automation, as well as system monitoring and alerting products such as Elasticsearch, Logstash, and Kibana.

Australian Citizenship and NV1 security clearance with AGSVA are required, with the ability to upgrade to NV2 security clearance.

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