Application Advisor

Sime Darby; City of Brisbane; On-site; AUD 70,000 - 100,000; Full time

Job summary

Hastings Deering (Australia) Ltd is seeking an Application Advisor to join our Technology Support team. This permanent, full-time role is based at our Beaudesert Road office in Queensland, Australia, Monday to Friday.

You will deliver Tier 1 and Tier 2 support for Minestar, Product Link, VisionLink and other technologies, logging and triaging requests in Cherwell, and maintaining the CMDB while supporting related service-management processes.

Qualifications

• Strong ITIL knowledge and service-management experience.
• Excellent problem-solving and customer-service skills.
• Experience with CSM/ITSM tools (e.g., Cherwell).
• Experience with Caterpillar MineStar is a plus.

Responsibilities

• Provide Tier 1 and Tier 2 support to internal/external customers for Minestar and related technologies.
• Record, triage and resolve service requests in the Cherwell Service Management system.
• Maintain the CMDB and support ITSM processes (Incident, Change, Problem, Access, Knowledge, Release, and Request)
• Collaborate with internal teams, Caterpillar SMEs and third-party providers to diagnose issues and identify root causes
• Assist with configuration, testing, dashboard creation, and reporting in CSM
• Contribute to solution design, process improvements, and commercial bid development

Skills

ITIL processes

Problem solving

Customer service

CSM/ITSM tools

Cross-stakeholder collaboration

MineStar experience

Tools

Cherwell ITSM

MineStar Suite

Job description

Company :

Hastings Deering (Australia) Ltd

What you’ll be doing

Hastings Deering is on the hunt for an Application Advisor to join our Technology Support team. This is a Permanent, full-time, Monday to Friday position based out of our Beaudesert Road office.

As an Application Advisor , you will:

• Deliver Tier 1 and Tier 2 support to internal and external customers for Minestar, Product Link, VisionLink, and other technologies.

• Record, triage, and resolve service requests in the Cherwell Service Management (CSM) system.

• Maintain the Configuration Management Database and support related service management processes (Incident, Change, Problem, Access, Knowledge, Release, and Request Management).

• Collaborate with internal teams, customers, Caterpillar SMEs, and third-party providers to diagnose issues and identify root causes.

• Assist with configuration, testing, dashboard creation, and reporting in CSM.

• Inform and support solution design, process improvements, and commercial bid development.

Who are we and why work with us?

Hastings Deering is proud to be one of the top 5 Caterpillar dealerships globally. We sell, rent, and offer support and parts distribution services for Cat® products across a range of industries, including resources, general construction, civil transport and commercial construction, power systems, government, primary industries and marine.
We have more than 3,500 employees across 23 business service centres throughout Queensland, Northern Territory, Papua New Guinea, the Solomon Islands and New Caledonia, with our headquarters based in Brisbane, Australia.

When you join our team at Hastings Deering, you’ll benefit from:

• Body, Mind & Wallet Support - Free health checks, Employee Assistance Program, income protection insurance, and discounts at major retailers.

• World-Class Training - We’re one of only eight Caterpillar Centres of Excellence globally. Learn from the best in CAT and boost your skills.

• Career Paths That Work for You - Grow into leadership, technical specialist, or support service roles. At Hastings Deering, we align with YOUR goals.

• Security you can count on - Enjoy the stability of a long-term career with Hastings Deering, backed by global strength.

About you:

• Strong understanding of ITIL processes and service management best practices.

• Excellent problem-solving and customer service skills.

• Experience working with CSM or similar ITSM tools.

• Ability to work independently and collaboratively across multiple stakeholders.

• Previous experience working with the Caterpillar MineStar suite of technology solutions would be highly regarded.

Hastings Deering follows a Pre-Employment Process for all successful applicants, which includes two employment references, a National Police Check and a medical assessment. These checks are essential to your application, and your Talent Acquisition Partner will support you through the process.