We are currently seeking an experienced Human Resources Administrator to join our Company. The role consists of the end to end of Human Resources Management activities: recruiting, onboarding, scheduling, following up performances, conducting workplace counselling and training sessions to improve team development and administering human resources processes and procedures.

A great opportunity to join a high performing team and work within a collaborative, positive and professional environment to unleash your potential!

Responsibilities will include:

• Manage Building Managers, Concierge and Cleaners fortnightly schedules via Deputy.
• Manage approval of leave applications.
• Handle and resolve Human Resources issues.
• Create and maintain all employee records and files.
• Conduct hiring and recruitment processes for compliance with all local, state, and federal laws and company policies and standards.
• Onboard new staff members and offboard staff that are leaving.
• Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional.
• Maintain confidentiality of proprietary information.
• Managing succession planning of staff and follow up performances.
• Managing HR After hours calls

What you get to do in this role

ServiceNow is seeking highly motivated and professionals to join our Support Account Management (SAM) Services team and play a critical role in delivering world-class customer satisfaction, as SAMs help ServiceNow change the way people work.

The SAM will be delivering both proactive and reactive services and act as a central point of contact for all support-related activities. You will be a member of a highly skilled team focused on a select set of high profile, strategic customers whilst delivering a high-quality service.

Additionally, you will be responsible for driving cross-functional teams to ensure customer issues are clearly identified and resolved effectively.

• Use industry leading software management tools to proactively identify potential degradation of service issues to mitigate and/or resolve business impacting events for customers.
• Deliver business value and solutions by understanding and aligning ServiceNow applications, features, and benefits as it relates to our customer needs.
• Drive regular scheduled customer conference calls and customer meetings to ensure the continual flow of information with timely updates on all open cases, changes, problems, and on-going projects.
• Facilitate summary status reports, including monthly performance reviews and quarterly service reviews.
• Act as the facilitator between customers and ServiceNow with reference to mandatory upgrades, patches, and security requirements.
• Manage, document and report on performance against service level agreements (SLA's) and where SLA’s are not being met document and oversee an action plan that will result in meeting and exceeding those commitments routinely.
• Drive continual improvement for the customer and their environment through trend analysis and partnering with the internal account team to be a champion of change.
• Review open cases, problems and changes communicating aligned priorities to assigned ServiceNow teams to ensure a timely response and resolution.
• Act as an escalation point for customer impacting business critical issues.

What you get to do in this role:

• Profound knowledge and experience in managing and exceeding Support KPI’s and critical Technical Support Metrics - CSAT, Time to Resolution (TTR), Backlogs etc.
• Lead efforts to hire, develop, and build a technical team.
• Oversight and participation in Change Management as it relates to Customer Support.
• Leading by example to cultivate and maintain a culture built on teamwork and collaboration.
• Own and bring to conclusion customer escalations by working with cross-teams in Support, development and operations team.
• Drive daily incident management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences.
• Represent the Platform, Product and ServiceNow effectively with customers.
• Manage major operations outages and communications to the customers.
• Participate in weekend and holiday on-call rotation as required.
• Evaluation of current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement.
• Leading by example to cultivate and maintain a culture built on teamwork and collaboration.
• Manage to the company and department’s vision, mission and values.

• 2 Year Fixed Term Contract
• Linkedin top 5 Places to Work
• Hybrid working as standard 

Established in 1988, Rest is one of Australia’s largest profit-to-member superannuation funds.

We support nearly two million members, with around $86 billion of funds under management and are recognised as a responsible investment leader*. We believe when members understand and engage with their super, they’re more likely to get a better retirement outcome.

Everything we do at Rest is underpinned by our values and behaviours, we want to Be Daring, Keep it Simple, Take Action and Have Grit. To put it simply we want our people to thrive and love the work they do.

Primary Purpose

As the QA Practice Manager, reporting into Head of QA, responsible for leading and managing Rest’s Testing and Quality Assurance functions across the assigned team, including people leadership, service support, and quality management. This role ensures the safe, effective, and efficient delivery of strategic and operational risk changes at Rest. 

Responsible for driving initiatives to standardize and enhance QA practices across projects & Stable Teams, implementing best practices, and ensuring consistency and efficiency. This role also involves evaluating and adopting modern testing tools, refining methodologies, and developing robust templates aligned with industry standards, all with the goal of fostering a culture of quality throughout the delivery lifecycle. 

Key Accountabilities/Responsibilities 

• Lead, manage and develop a team of QA professionals, driving engagement, performance and risk management, overseeing service quality and compliance, to enable project delivery that meets our key performance objectives and key stakeholder satisfaction. 
• Provide senior QA services to assigned strategic and operational risk change initiatives applying Rest standard frameworks, Tools and/ or support the Head of QA, providing industry best practice subject matter expertise and supporting the development of QA capability maturity including competency, process, and tool (Automation, Performance etc) development.  
• Contribute towards uplifting and implementing QA Roadmap initiatives cross functional and non-functional streams in collaboration with Head of QA and other QA Practice Managers.  
• Lead collaboration with other members of the Rest Delivery Teams (Investments, Transformation, Member and Services), to understand project/program QA resource requirements and then planning the resources provisioning & onboarding based on project timelines.  
• Lead collaboration with Third Party Vendors who deliver for Rest, to ensure adoptions of the Rest Enterprise QA strategy framework and highlight risks, issues, and dependencies impacting quality of delivery. 
• Collaborating with Project Managers, Business Analysts, Test Leads, and other stakeholders to ensure the accuracy and timeliness of the testing phases and to identify and escalate any issues or gaps 
• Provide Quality Assurance oversight for the Program & Project delivery in DTD PD and manage multiple dependencies and interdependencies, applying agile, waterfall and lean delivery principles as appropriate  
• Manage influential stakeholder relationships, negotiations and leadership across multiple segments and geographies, ensuring alignment and collaboration on test & QA objectives and outcomes 
• Provide guidance and support to QA team members, helping them develop their skills and knowledge in testing practices. Foster a collaborative environment that encourages continuous learning and professional growth. 
• Assess the performance of QA team members, setting clear goals and providing constructive feedback. Create development plans to help individuals achieve their full potential and align their growth with the organization's objectives.