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.

Due to a healthy pipeline of work, our Buildings & Places group are looking for a Senior Mechanical Engineer to join their team, based in Canberra.

This role would suit someone who possesses excellent technical and design skills, with the ability to deliver projects across a range of market sectors.

What will a day in this role look like:

• Utilise your extensive design experience to facilitate high-quality and cost-effective project delivery on health, defence, government, transport and other building projects across ANZ.
• Lead Mechanical design and project delivery for our major client projects, including the technical review of projects and management of small project teams, while also providing guidance and mentoring to junior engineers within the business when preparing technical design documentation.
• Work effectively within a team of multi-disciplinary engineers on a range of projects, using your technical expertise to drive quality through review of design calculations, specifications and drawings.
• Liaise with internal and external stakeholders across our expansive multi-disciplinary engineering team to provide technical advice on some community and place making defining projects.

This role offers the opportunity to work on exciting projects, leverage your technical expertise, and collaborate with diverse stakeholders to deliver exceptional IT solutions.

Some Key Responsibilities:

• Lead and deliver small IT infrastructure projects from start to finish, ensuring alignment with business needs.
• Conduct business, systems, and technical analysis to identify challenges and propose solutions.
• Design, document, configure, test, and implement on-premise and cloud infrastructure projects.
• Ensure compliance with IT standards, governance, and security requirements.
• Implement disaster recovery solutions, backups, and security measures for new systems.
• Collaborate with IT teams (network, security, applications, etc.) to align project goals and requirements.
• Maintain comprehensive project documentation, including system diagrams and procedural guides.
• Stay informed on emerging IT infrastructure technologies and provide improvement recommendations.
• Work closely with project managers, leadership, and vendors to deliver successful outcomes.

2x Positions Available: We are looking for a Mid-level Data Engineer & Associate Data Engineer to join our Data Team to support the performance, integrity, and security of the organization's databases.

What is this role about?

The data engineer is responsible for building a data platform to help develop self-serve BI capability and enforce the data management practices are implemented as part of solution design. Help foster a culture of continuous improvement in processes, operations, and support by enforcing best practices and ensuring that the team consistently maximizes the efficiency and effectiveness of the platforms.

Here's more of what you’ll work on:

• Develop and Maintain AWS Data platform infrastructure code through Terraform.
• Produce the platform for extraction, loading and transformation (ELT) of data from a wide variety of data sources using ‘Big Data’ technologies by building an Integration Hub.
• Implement, review, and manage governance policies to help implement them on the data platforms.
• Manage the release of configuration changes to production environments in accordance with Cuscal change management principles.
• Manage and process complex, large data for analysis (e.g., hierarchies of datasets, inter-relationships, partitions, views, etc.)