We are looking for a Service Operations Specialist to join our growing Enterprise Technology Services team.

This role will support the strategic direction of service delivery by providing Service Operations Support for Cuscal’s mission critical systems and customers.

This includes managing incidents end to end until resolution, assisting incident managers during major incidents, monitoring, and supporting Cuscal systems, effectively communicating to our customers and troubleshooting to restore services within SLA.

In this role you will be responsible for the following;

• Monitoring all defined IT systems / consoles ensuring that they function as per business requirements.
• Responding to system events or faults and take appropriate action when systems fail or suffer degradation in performance.
• Responding to customer Incident, Service and Change requests within predefined SLAs.
• Executing all processes accurately as per the Service Operations procedures and manage any deviations or exceptions via escalation.
• Coordinating the management of incidents and ensure timely escalation of a major incidents to an incident manager.
• Identifying and implement Service Improvements (CSI)
• Logging and updating all Incidents/Service/Change requests into Cuscal Ticketing system with the correct detail.
• Triaging all Incidents / Service requests aiming for fixed on first resolution.
• Engaging and collaborating with 2nd/3rd level support teams for further investigation.
• Ensuring quality documentation of Service Operations procedures and run sheet tasks.

This is a 24/7, rostered shift-work role that will include weekends and night shift. 

Service Operations is responsible for the availability and reliability of the IT Services enabling Cuscal to make payments easy, accessible, and secure for our clients and partners. We look to provide Consistent, Reliable and Robust delivery of IT Services whilst enabling Agility and Continuous Improvement to enable Cuscal to remain competitive.

As the IT Service Continuity Manager, you will oversee all aspects of service continuity including Disaster Recovery and Business Continuity planning (BCP). This role will work with the business and external auditors to ensure all aspects of service continuity and recovery are being continuously planned and managed.

In this role you will be responsible for:

• Disaster Recovery Plan creation, implementation, maintenance and recovery testing.
• Conducting technology impact, availability, and continuity risk assessments of critical technology assets.
• Recovery technology solution evaluation with various infrastructure technology domains.
• Conducting business impact analysis for each business segment to determine critical business processes, identify and justify recovery time periods and establish recovery resource requirements.
• Recommending recovery strategies and options and assisting with the implementation of the recovery solutions.
• Participates on project teams, provides templates and guidance for the documentation of business continuity and disaster recovery plans.
• Administering enterprise business continuity tools and provides training while conducting knowledge transfer regarding business continuity best practices.
• Establishing and coordinate business recovery testing methodologies.
• Executing internal business continuity plans to validate adequacy and understanding. As well as delivering training to key employees that will embed and execute them.
• Preparing reports on the company business recovery readiness for management and customers alike.

The Customer Experience Team Leader is responsible for leading and ensuring the smooth day-to-day functioning of the Customer Experience team and managing escalated customer issues across all the brands that make up the Winning Group.

• Measure customer experiences through follow-up surveys, phone calls, and emails.
• Handle escalated customer issues and determine the appropriate resolution.
• Assist other departments with high-priority escalations, including tribunal and insurance matters.
• Lead and manage the team, ensuring the success and efficient workflow of individual members.
• Provide data reflecting work achievements and outstanding issues needing further attention.
• Maintain a professional and friendly manner with suppliers and team members.
• Identify and improve internal processes to enhance the customer experience.
• Respond to all customer calls and emails within an acceptable time frame.
• Ensure internal emails are sent out weekly.
• Respond to feedback on review websites with high standards.
• Accurately update all customer service records.
• Perform other ad hoc duties as required.
• Assist in recruiting, training, and managing Customer Experience team members.

 We’re looking for a Commercial Customer Success Engineer to drive the success of Procore’s strategic commercial customers. In this role, you’ll be the  product champion of Procore and serve as a subject matter expert. You will succeed in this role when the customer succeeds in adopting and realising business performance gains from their investment in Procore. You will literally be helping improve the lives of our construction customers by connecting them on a global platform.

As a successful Commercial Customer Success Engineer you’ll help organisations understand best practices around construction technology and solutions, and the many business benefits they can provide. You’ll work in a highly collaborative, creative, and driven environment that values openness, optimism, and ownership. In this role, you’ll leverage your consultative-mindset and knowledge of the construction industry and Procore’s software platforms to provide clients with important recommendations on how to maximise the value of their Procore technology, and what other products they can benefit from. You’ll partner closely cross-functionally with Sales, PS, Support, Product and Marketing. Successful candidates are passionate about construction and technology. 

This role is based in Sydney, Australia and reports into Manager of Customer Success.

What You’ll Do:

• Make data-driven recommendations to your customers on how they can optimize the value of Procore, based on customer analytics and industry best practices.
• Craft value-based presentations that address customer business problems and accelerate the adoption of the Procore platform
• Provide product roadmap and product release updates to your customers so that they can benefit from our leading-edge technology
• Drive in product demonstrations and coordinate multiple technical resources, both internal and external
• Provide the highest level of responsiveness and customer service and to your clients, through clear and effective communication
• Foster a positive team culture by supporting and mentoring your fellow Procorians
• Collaborate with all levels of the Procore organization to develop best practices and drive Procore’s evolution as a market leader
• Develop a mastery of Procore’s products, professional services, and industry best practices
• Up to 50% travel to client sites (may include domestic and international), industry events, and other Procore offices

What we’re looking for:

• Bachelor’s degree in Construction Management, Civil Engineering, Mechanical Engineering, Information Systems preferred or relevant years of experience
• 5+ years of Customer Success, Professional Services, Technical Pre-Sales experience or 5+ years of Construction industry expertise preferred
• Ability to leverage strong technical aptitude to master Procore’s product offerings, business model, services, and emerging technologies
• Ability to work cross-functionally and collaboratively with multiple stakeholders on time-sensitive projects
• Outstanding presentation and communication skills both in-person and through virtual meetings, and in writing
• Strong analytical and problem-solving skills to synthesize relevant and impactful intelligence from ambiguous data
• Experience acting as a technology evangelist 
• Able to operate in a fast-paced, diverse, innovative environment.

Stand Out Experience:

• Understanding of the construction industry across different verticals (general contracting, subcontracting, real estate development, etc.) is a plus
• Previous experience as a  construction Project Manager, Site Super, Project Finance Manager, Estimator or Project Engineer preferred