Position Number: 0053659
Location: Parkville
Role type: Full-time; Fixed-term for 13 months
Department: Business Services
Salary: UOM 7 – $106,432 – $115,211 p.a. plus 17% super
- Serve as a subject matter expert and escalation point within the Service Delivery team, ensuring incidents are resolved efficiently, processes are improved, and service levels are consistently met.
- Opportunity to lead operational excellence in a key domain while influencing process enhancements and providing specialist support to high-profile stakeholders.
- Brilliant benefits and a flexible hybrid work environment!
This position is a professional development opportunity for University of Melbourne staff. Only current Continuing, Fixed-Term, and Casual staff are eligible to apply. Eligible staff wishing to apply must update their profile on the application page to indicate they are ‘currently employed by the University of Melbourne’. This will confirm eligibility for positions that are open to internal staff applicants only.
About the Role
This is an exciting opportunity for an experienced Service Delivery Domain Specialist to as the subject matter expert for their assigned domain within the Service Delivery teams. They will handle and resolve 1st and 2nd level incidents via phone, remote control, chat, or email, escalating issues to 3rd level support when necessary. This ensures client needs are met effectively while bridging the operational gap between 2nd level support and 3rd level engineers.
Your responsibilities will include:
- Provide immediate assistance to academic and professional staff, students and external stakeholders via multiple support channels (e.g., phone, portal, webchat) for any incidents or requests reported or escalated to Client Services.
- Responsible for efficient and accurate ticket management for all jobs assigned to you or received directly from a customer. This includes initial diagnosis, classification, prioritisation, and action of all support tickets you encounter.
- Accountable for efficient and accurate ticket management for all tickets assigned to the domains listed in the Technology Support streams. Queue managing your domain(s) to ensure that agreed SLA’s are met, including leave coverage, breach in SLA etc if the Senior Consultants are otherwise engaged.
Who we are looking for
The Service Delivery Domain Specialist will be required to assess, design and document process improvements to existing or newly absorbed functions within Service Delivery, as well as provide project assistance acting as a subject matter expert.
You will also have:
- A relevant qualification or subsequent relevant experience in one or more of the domains supported by the Service Centre and a combination of relevant experience and/or professional training within the University of Melbourne in that domain.
- Demonstrated ability to take ownership for actions to deliver first point of contact solutions in your nominated domain completed not only by yourself but by the team. Ensuring you put the customer experience at the centre of these actions.
- Significant technical and operational knowledge that supports the development, installation, operation, or maintenance of your nominated disciplines(s).
- Proven ability to deliver excellent front line client focused support, predominantly via phone but also online or in person. Maintain a positive perspective and persisting when faced with setbacks or challenges, ensuring that all support provided is empathetic toward the needs of the customer.
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. Please do not share your application to this email address.
If you have any particular questions regarding the job please follow the contact details listed on the Position Description.
Applications close: Thursday 23rd Jan 2025 11:55 PM Australian Eastern Standard Time (AEST)
Position Description: 0053659 - Senior Domain Specialist PD UOM7.pdf
Position Description
