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.

Understanding the ServiceNow platform and all core functionalities will be essential while employing various diagnostic tools to isolate the potential cause of the issue. The engineer is expected to diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases. As such, creative problem solving, a collaborative nature and flexibility will be key to your success.

Lastly, support engineers also play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers.

We are currently seeking a Contracts Support Officer to assist the Contracts Manager. This role involves a range of administrative duties, such as scheduling meetings, handling correspondence, taking minutes, and drafting contract-related documents.

Key Responsibilities:

• Provide administrative and quality assurance support for contract-related activities, including monitoring and advancing associated timelines.
• Ensure compliance with Griffith University Procurement Policy and the Queensland Procurement Policy (QPP).
• Maintain a comprehensive database of contracts, including updating certifications and licenses.
• Prepare and finalise contract variations.
• Maintain a list of upcoming contracts and their implementation timelines.
• Assist in monitoring budget expenditures and invoicing using the University’s finance and asset management systems.
• Perform financial administrative duties, such as reviewing and approving invoices, raising purchase orders, submitting invoices for payment, and handling invoice queries.
• Monitor and review supplier performance to ensure adherence to contractual obligations, including timely report submissions, meeting KPIs, and conducting spot audits (e.g., CMMS, contractor inductions).
• Review and approve labour hour alterations (RTCs) submitted by external contractors.
• Maintain Power BI reports related to statutory maintenance and aged/incomplete work requests.
• Engage with the Operations/Facilities Management Team regarding any non-compliances or contractor issues.
• Perform general administrative duties, such as taking meeting minutes, maintaining documents and folders on the Contract SharePoint, and updating spreadsheets

About you
To be successful in this role, you will have: 

• An Associate Diploma level qualification with relevant work experience or an equivalent combination of relevant experience and/or education/training in Finance, Procurement, and/or Contract Administration.
• Strong interpersonal and written communication skills.
• Excellent organisational skills and the ability to manage competing priorities.

What we can offer
The successful candidate will commence in the role on 9 December 2024. This is a fixed term (12 months), full-time position and will be primarily based at the Griffith University Nathan campus.

As Griffith is a multi-campus University you may be required to work across other campus locations. Griffith University’s campuses are located on the lands of the Yugarabul, Yuggera, Jagera, Turrbal, Yugambeh and Kombumerri peoples.

Salary Range
The full time equivalent base salary will be HEW Level 5 range $77,761 - $87,235 per annum + 17% superannuation. The total FTE package will be in the range $90,981 - $102,065 per annum.

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.

Understanding the ServiceNow platform and all core functionalities will be essential while employing various diagnostic tools to isolate the potential cause of the issue. The engineer is expected to diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases. As such, creative problem solving, a collaborative nature and flexibility will be key to your success.

Lastly, support engineers also play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers.

This support engineer's SME team is the User Experience Team.