Job no: 0045374
Location: Parkville
Role type: Full-time; Continuing
Department: Business Services
Salary: UOM 6 – $96,459 – $104,413 p.a. plus 17% super
- Provide expert support and leadership within the Service Delivery team
- Opportunity to specialise in a Service Delivery Domain & lead both operational and technical escalations
- Brilliant benefits and a flexible hybrid work environment!
About the Role
Reporting to the Service Delivery Lead, the Senior Consultant will play a key role in delivering exceptional customer service and supporting the team in meeting Service Levels and KPIs. Working under moderate supervision, the role demands in-depth domain knowledge and a comprehensive understanding of Business Services.
Your responsibilities will include:
- Manage tickets efficiently and accurately for all jobs assigned to you and your domain(s), including initial diagnosis, classification, prioritisation, and resolution of all support tickets encountered.
- Provide prompt support to staff, students, and external stakeholders across various channels (e.g., phone, portal, webchat, in person) for incidents or requests assigned by a Service Delivery Senior Consultant.
- Assist with peak period activities and major incidents across the division to ensure Business Services meets operational obligations and agreed service levels, regardless of circumstances.
Who we are looking for
We’re looking for people who demonstrate Business Services Values by prioritising the University, delivering service excellence beyond expectations, and fostering collaboration through strong workplace relationships.
You will also have:
- Undergraduate qualifications in a relevant discipline or an equivalent combination of education and relevant experience.
- A background in Service Centre or Support within Higher Education including HR and Finance: Financial Management Enquiries, HR People Management Enquiries, HR Business Systems (ERP) Support.
- Industry-based Service Centre training (e.g., HDI, HDAA) or relevant experience, with a proven ability to deliver solutions within your nominated Cluster, prioritising customer experience in all actions.
- Experience in Network/Telephony: Provide support for the physical network as well as local and mobile telephony systems at the University.
For further information regarding responsibilities and requirements please refer to the attached PD.
This role requires the successful candidate to undergo and maintain an up-to-date Working with Children Check. This is essential to guarantee a secure environment for all individuals at the University. In the case the selected candidate doesn't have a valid Working with Children Check, they will be able to apply for the WWCC as part of the initial onboarding procedures.
Please note: Visa sponsorship is not available for this position. This role requires current valid work rights for Australia.
Your new team – Business Services
Business Services provides a full range of class leading information technology, facilities management, finance, HR and health and safety services to all operating entities of the University.
What we offer you!
In addition, we offer the opportunity to be part of a vibrant community and enjoy a range of benefits including generous leave provisions, salary packaging, health and well-being services, and discounts on graduate courses. For more information check out our benefits page!
The University of Melbourne
We’re tightly connected with the community, both at home and abroad. We take pride in our people, who all contribute to our mission to benefit society through the transformative impact of education and research. Discover more via our website and stay connected with our stories and people on LinkedIn.
Be yourself
The University of Melbourne values the unique backgrounds, experiences, and contributions that each person brings to our community and welcomes and celebrates diversity. First Nations people, those identifying as LGBTQIA+, parents, carers, people of all ages, abilities, and genders, and people of diverse ethnicity, nationality, and faith are encouraged to apply. Our aim is to create a workforce that reflects the diversity of the community in which we live. For more information please visit our Diversity and Inclusion page.
We are dedicated to ensuring barrier free and inclusive practices to recruit the most talented candidates. If you require reasonable adjustments, please contact the employee listed on the first page of the Position Description found below, with an email containing your name and contact details for a confidential discussion. Please ensure your email is titled "Reasonable Adjustments Request".
Aboriginal and Torres Strait Islander Applicants
We aspire to be the University of choice for Indigenous Australians, with unprecedented investment to attract, nurture, and retain Aboriginal and Torres Strait Islander students and staff. Tangible support through a range of programs and initiatives will ensure that you personally succeed and flourish while at the University of Melbourne.
For further information, including our 2023-2027 Indigenous strategy please visit -https://about.unimelb.edu.au/reconciliation/murmuk-djerring
Join Us!
If you feel this role is right for you, please apply with the following documents:
- Resume
- Cover Letter outlining your interest and experience
Please note that you are not required to respond to the selection criteria in the Position Description.
Please ensure that you apply through the Apply Now button at the bottom of this advertisement. However, if you have any questions regarding the recruitment process, please feel free to contact Mick Powar via email at hr-careers@unimelb.edu.au, ensuring that you include the Position Number and the Job Title as the subject.
If you have any particular questions regarding the job please follow the contact details listed on the Position Description.
Position Description: 0045374 - Service Delivery Senior Consultant PD.pdf
Position Description
