Application Support Lead

2 weeks ago

Melbourne, Australia Talent International Full time

**Job Details**:
**Location**

Melbourne

**Salary**

AU$140000.00 - AU$150000.00 per annum

**Job Type**

Full Time

**Ref**

BBBH96043_1669003076

**Contact**

Daniel Clifford

**Posted**

17 days ago

**The Client**:
We're currently working closely with an Australian utilities' provider; they have a requirement for a Digital Workplace Applications Lead to join the organization in a full-time capacity. This role is a natural 2IC to the DWA manager and will assist with all forms of business engagement and running day to day operations.

**The Role**:

- Communication and Collaboration Platforms.
- Workplace Productivity Applications.
- Content & Drawing Management Applications.
- Endpoint Device Ecosystems Management.
- Payroll & Specialist Applications Management.

**Responsibilities**:
Systems Analysis & Operational Support (40%)
- Monitor Digital Workplace support queues, respond to incidents and requests in accordance with defined ITIL based Service Management processes.
- Carefully plan and implement system changes in accordance with defined Change Management processes and ITIL best practices.
- Analyse and assess downstream impacts to business operations and processes as a result of changes in Digital systems and vice versa.

Team Coordination (25%)
- Assist others in the team to manage operational issues and prevent escalations.
- Assist the Digital Workplace Manager with team recruitment and resourcing activities.
- Assist the Digital Workplace Manager with the hosting and facilitation of meetings.
- Monitor team support queues to ensure all tickets are responded to and resolved in a timely manner.

Knowledge Management (15%)
- Maintain the Digital Workplace knowledge management systems, ensuring knowledge is up to date, accessible and meets defined quality standards.

**Required Skills & Specialisms**:

- Understanding of enterprise corporate business processes.
- Up-to-date knowledge of current and emerging Digital Workplace technologies and trends.
- Understanding of utilities sector or other regulated / critical infrastructure industries (Advantageous).
- Tertiary qualifications in Information Technology or equivalent work experience.
- ITIL Foundation certification or higher.
- Knowledge of Agile or Lean methodologies highly regarded.
- Excellent written and verbal communication skills
- Excellent interpersonal skills and ability to collaborate in a collective team environment.
- Ability to lead and inspire others within a team.
- Ability to facilitate large working groups with audiences from various backgrounds and skill levels.
- Ability to understand, conceptualise and articulate complex system processes, architecture and integrations.
- Excellent customer service skills with a proactive and customer focused attitude.
- Excellent stakeholder management & coordination skills.
- Ability to produce high quality technical documentation and user instructions.
- Broad technical and functional knowledge of enterprise IT systems and processes.

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