Development is the largest discipline at Endava. Our developers design, build, and release software products in multiple programming languages, frameworks, and libraries. Always collaborating with cross-functional project teams, our developers are adaptable problem-solvers with a client-oriented mindset.  

Responsibilities

• Elaborates software/system design and assists development teams in carrying out the implementation of complex technical solutions.
• Collaborates with architects, BAs, and other project stakeholders in assessing the feasibility of the requirements and actively participates in defining the technical solutions.
• Recommends and promotes IT industry standards, tools, and practices (DevOps, etc.) to achieve well-engineered software products.
• Proposes improvements and escalates risks/issues related to development activities.
• Participates in the review of the work done by development team members.
• Learns, applies, and promotes new technologies, practices, and tools as appropriate to the project.
• Participates in internal and external tech communities, events, etc.
• Shares experience and knowledge gained from projects.

What you get to do in this role

The Support Engineer is part of a global organization entrusted as a technical resource to guide our customers during critical issues to ensure a timely and effective case resolution. In support engineering, the customer and their positive experience is paramount and central to our daily efforts. ServiceNow support engineering is integral to the success of our customers, as well as for the health of ServiceNow.

In this role, the support engineer will resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform.

A successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support.

• The Senior Technical Support Engineer will be responsible for managing and resolving the most challenging issues for the ServiceNow Technical Support team focusing on ServiceNow Technologies. This includes being the last point of escalation within the technical support department and mentoring junior team members in the various technologies.
• The successful candidate will be able to quickly gain an understanding of the ServiceNow platform. This is a customer-facing role and therefore it requires strong inter-personal skills in addition to strong technical skills. The Technical Support Engineer must able to work outside of normal business hours (evening/weekend shifts, holidays, on-call) as needed. 

What you get to do in this role

As a Technical Support Engineer, you will enable our customers with your passion and knowledge of the ServiceNow Platform. You will be responsible for managing and resolving the most challenging issues and escalation for the customer and providing technical guidance in addressing their business needs. The focus will be on addressing complex Integration issues that are inbound or outbound of the ServiceNow Platform. You will be the voice of the customer in ServiceNow product and development teams for product feedback and improvements. You will play an integral role in building knowledge and be part of strategic initiatives for process improvements.   As part of this team, you will be expected to learn our product suite as it continues to grow so you can best understand and support how our customers make use of our platform.

Specifically, the Technical Support Engineer will be involved in 

• Customer Advocate providing support to users/administrators of our platform.
• Contributing to the growth of best practices for the delivery of support services.
• Understanding our platform, cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations.
• Assessing, troubleshooting, resolving and providing root cause analysis for ServiceNow Product issues.
• Managing customers' expectations and experience in a way that results in high customer satisfaction.
• Maintaining technical expertise in assigned areas of product functionality and use that expertise to help customers.
• Suggesting and implementing improvements to internal processes and work on technical and non-technical projects.
• Communicating with customers and our teams through case, phone and other digital methods.
• Creating knowledge base materials dedicated towards operational efficiency while also empowering and enabling the customers.
• Maintaining impeccable case hygiene and customer related files and records.
• Handling incoming phone calls for existing and new customer issues.

BlueScope is an Australian-born global success story spanning 15 countries. Our team of over 16,500 people is our strength and we want our people to be safe, successful and well. We’re leaders and innovators in transforming steel into smart products and solutions that support society, today and in the future. We’re proud of brands, like COLORBOND ® steel that inspire and protect everything from hospitals to bridges and stadiums.

The Opportunity

Our Port Kembla Manufacturing facility is looking for a Structural Assessment and Design Engineer in our Services & Manufacturing Excellence team based in Port Kembla NSW. As a part of the broader Australian Steel Products portfolio, we have six major manufacturing sites at Port Kembla that deliver a variety of products, innovative solutions and services to our export and domestic customers.

In this role, you will work with plant departments to identify and manage our plants structural condition. With mentoring from our experienced team, you will enhance our internal technical capability to deliver cost effective, risk based structural inspection. Providing corrective action advice, you’ll work with our inspection technicians and focus on the continuous improvement in uptime and overall operational security.

With your willingness to learn, we will support you with on-going training and development. When you join our team, we offer a 14% superannuation option, an annual profit share plan (bonus), access to a number of health & wellbeing initiatives including such as our EAP provider, and fitness passport.

What Will You Do?

Reporting to the Crane and Structural Inspection Team leader, you will have a hands-on approach and a keen interest to grow and develop yourself technically. You will also:

• provide structural expertise and advice to minimise the business risk of structures whilst ensuring compliance with all applicable statutory policies and standards
• actively participate within engineering networks to maximise intellectual capture of knowledge management
• develop Structural Inspection and reporting processes and procedures utilising internal systems
• develop and maintain sound relationships with internal customers and promotion of the internal structural inspection capability

More About You

Supported by a Civil / Structural Engineering degree, you will have experience in applying your engineering knowledge and will also bring:

• a safety-first mind-set, championing the care and wellbeing of yourself and others
• an understanding of structural engineering principles and their practical application
• a collaborative approach in working with cross functional teams
• a willingness to learn and develop your skills with a continuous drive in improving procedures and process
• developed communication and influencing skills - building constructive and effective relationships

Why BlueScope

As we’re creating strength for the future through our people, products and solutions, BlueScope gives you opportunities to innovate, learn and grow with the business, supported by inclusive leadership and a positive, passionate team. At BlueScope, you’ll:​

• Learn and develop as you grow. With opportunities to build skills specific to your role and aspirations, our lifelong learning culture will support your future career pathways.​
• Create innovative solutions. Seek better, smarter ways to solve problems, create sustainable solutions and make things happen.​
• Experience connection and care. Experience a positive, inclusive work environment where we look out for each other’s safety and wellbeing.​
• Deliver work that matters. Every action you take matters in delivering for our customers and strengthening communities for the future. We value what you do. ​

At BlueScope, we offer work-life flexibility through our B-flex program. We’re committed to fostering an inclusive environment where every employee feels respected and valued to be their authentic selves, and welcome people of all backgrounds, skills, experiences and perspectives. We encourage Women and First Nations people to apply. We’re passionate about driving sustainability outcomes that matter to our communities, including action on climate and our 2050 net zero goal.​

Bring your energy and make your mark, as, together, we drive Our Purpose: “We create and inspire smart solutions in steel, to strengthen communities for the future.” ​

Come and discover us at www.bluescope.com/auscareers​

Join us, creating strength for the future.

Applications close Friday 17th January 2025.

Please note that BlueScope Talent Team will be closed during the Christmas period from 19th December 2024 to 6th January 2025. Applications submitted during this time will be reviewed after 6th January 2025.