Hypercare/Go-Live Support Specialist

6 days ago

Melbourne, Victoria, Australia Latitude IT Full time $55,000 - $75,000 per year

We are recruiting five Hypercare Support Specialists — one in each state (WA, SA, VIC, NSW and QLD) — to support the national rollout of a major transformation fulfilment application. This customer-facing role is critical to ensuring a smooth transition from project delivery to steady-state business operations and requires individuals who are energetic, friendly, and proactive.

Candidates must hold a valid driver's licence, possess strong communication skills, and be open to occasional weekend work.

Key Details

  • Pay Rate: $35 per hour
  • Duration: 10–12 months
  • Start Date: January 2026
  • Travel: Mandatory 50% travel (in a single monthly block) to onsite state branches — all travel expenses reimbursed
  • Work Arrangement: Remaining 50% can be worked from home

What You'll Do

  • Provide frontline post–go-live support, troubleshooting, and resolving user issues.
  • Escalate unresolved issues to the appropriate resolver groups during the hypercare period.
  • Guide users through new processes, system behaviour changes, and application adoption.
  • Log and track issues, document resolutions, and support daily reporting.
  • Work closely with project, technical, and business teams to resolve and communicate issues.
  • Identify recurring system or user issues and assist with transitioning items to BAU teams.
  • Engage effectively with stakeholders at all levels — including drivers, branch managers, operations managers, and support teams.

About You

  • Strong communication skills and the ability to build rapport quickly in customer-facing environments.
  • Able to learn quickly with a basic understanding of IT systems and processes — full training will be provided.
  • Energetic, friendly, proactive, and adaptable.
  • Experience in hypercare or go-live support is highly regarded.
  • Holds a valid driver's licence and willing to work occasional weekends during critical periods.

If you're eager to help teams adopt new technology, enjoy hands-on problem solving, and want to contribute to an impactful nationwide program, we encourage you to apply.

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