NOTE : Due to the nature of work related to this position, employee will be required to obtain a Federal Government Clearance. The minimum requirement to obtain this clearance is to be an Australian citizen.
What you get to do in this role
- Lead the team in achieving 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.
- Oversee and participate in Change Management as it relates to Customer Support.
- 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.
- Lead by example to cultivate and maintain a culture built on teamwork and collaboration.
- Manage to the company and department’s vision, mission and values.
