Application Advisor: ITSM & MineStar Support Specialist

Hastings Deering; City of Brisbane; On-site; AUD 70,000 - 110,000; Full time

Job summary

Hastings Deering, Brisbane, Australia, is seeking an Application Advisor to join our Technology Support team on a permanent, full-time basis at our Beaudesert Road office. You will deliver Tier 1 and 2 support for Minestar, Product Link, VisionLink and related technologies, and manage requests in Cherwell Service Management.

You will maintain the CMDB, support incident/change/problem processes, and collaborate with internal teams, Caterpillar SMEs, and third parties to diagnose issues and

Qualifications

• Strong understanding of ITIL processes and service management best practices.
• Excellent problem-solving and customer service skills.
• Experience working with Cherwell Service Management (CSM) or similar ITSM tools.
• Ability to work independently and collaboratively across multiple stakeholders.
• Previous experience with Caterpillar MineStar would be highly regarded.

Responsibilities

• 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.

Skills

ITIL

Problem Solving

Customer Service

MineStar Experience

Tools

Cherwell CSM

Job description

Hastings Deering, Brisbane, Australia, is seeking an Application Advisor to join our Technology Support team on a permanent, full-time basis at our Beaudesert Road office. You will deliver Tier 1 and 2 support for Minestar, Product Link, VisionLink and related technologies, and manage requests in Cherwell Service Management.

You will maintain the CMDB, support incident/change/problem processes, and collaborate with internal teams, Caterpillar SMEs, and third parties to diagnose issues and