Digital Platforms Operations Specialist

At AustralianSuper, we truly care about our colleagues. We know work and life are intertwined. That’s why we support the diverse needs of everyone and have policies that enable us all to thrive and be truly flexible. We ensure diversity is celebrated for the opportunity it provides us all to learn and grow and deliver better outcomes for members. We are dedicated to building a high-performance environment underpinned by a strong risk culture, ensuring we deliver the best outcomes for our members.

**Your New Role**

Reporting to the Senior Manager, Member Platforms Operations, the Digital Platform Operations Specialist will support the uplift of platform stability, capability, and operability in line with the growing needs of AustralianSuper’s members globally.

The role will support both reactive and proactive technology operations management across the Member Platforms and dependent technologies. The role requires a good level of technical understanding to analyse and identify pain points, working with stakeholders and external partners to resolve proactively. The Digital Platform Operations Specialist will work with the wider Technology Services (TS) team to support the smooth transition of new technology services to production. Importantly, this role is critical to supporting the Senior Manager, Member Platforms Operations in ensuring we provide a reliable, 24/7 Digital service to our members.

Key responsibilities will include;
- Support member support teams with escalations when dealing with service-related issues.
- Analyse, isolate, and interpret business Incidents and Problems, quickly develop appropriate service resolution plans and act decisively to enact them.
- Support the maintenance and continuous improvement of the Member Platform Operations’ performance and availability.
- Monitor and support management of vendors to agreed SLAs.
- Work with business stakeholders to capture, collate and disseminate relevant feedback to vendor account managers on performance, improvement, and changes to processes.
- Work closely with program and continuous delivery teams as part of the Transition to Operations (TTO) process, to document the support requirements in Member Platform Operations triggered by program / continuous delivery releases.
- Working with the Member Platforms Operations Manager, review, forecast and structure capability and capacity uplifts / changes to support anticipated demand and new support requirements coming out of the TTO process.
- Support efficient and cost-effective management processes and technology including managing performance to Service Level Agreements (SLAs). This requires understanding and implementation of Service metrics and using them to drive performance.

**What You’ll Need**
- Experience in a combination of technology roles across Digital/Web technology and operations management disciplines.
- Understanding and working knowledge of ITIL and other relevant ITSM frameworks.
- Experience with DevOps/ DevSecOps environments and related processes.
- Experience in supporting high priority incidents, problem records (incl. running triage), solution development, customer communication, facilitation of decision making, documentation and managing expectations.
- Experience working with Service Desk tools (ServiceNow or similar).
- Ability to develop and maintain high quality interpersonal relationships with internal and external stakeholders
- Experience in working with vendors, for example SLA management and reporting and building relationships to benefit the Fund.
- Customer-centric focus
- Regulated industry experience, ideally in financial services

**Life at AustralianSuper**

AustralianSuper is committed to colleague development, and we support our people with ongoing learning, coaching and training, as well as career opportunities across our expanding global organisation. We offer generous leave entitlements and promote a blended working environment in which all roles can flex, and we’re happy to discuss what this looks like for you.

We cultivate a workplace that champions safety, respect, inclusiveness and diversity. We are committed to supporting our diverse workforce in a way that is inclusive and embraces diversity in all its forms. If you require any reasonable adjustments to the recruitment process or the role, please let our recruitment team know.

**What’s Next**

Australian or New Zealand citizenship or Australian permanent residency status is required.

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- Agencies please note: this vacancy is being managed directly by AustralianSuper’s Talent Acquisition team. We will contact our preferred agency partners should we require additional support. Thank you._

**The AustralianSuper Story**

As a profit-to-member superannuation fund, AustralianSuper is run only for members, and is here to help members achieve their best possible retirement outcome. We don't pay profits or dividends to shareholders, so the money we make g