Grants Platform Systems Analyst

The Recruitment Hive Pty Ltd; Canberra; On-site; AUD 85,000 - 120,000; Full time

Benefits offered by this job

Equal Opportunity Employer

Inclusive workplace

Job summary

The Recruitment Hive is seeking a Grants Platform Systems Analyst for a federal government agency in Canberra. You will work with Grants program areas, system support teams and technical specialists to improve service delivery and resolve incidents.

Responsibilities include triaging and resolving escalated tasks, staying up-to-date on upgrades across the BGM and CRM platforms, monitoring performance and contributing to continuous service improvements, using ServiceNow, Azure DevOps and App

Qualifications

• Demonstrated knowledge of grants management and services essential.
• Demonstrated ability and willingness to maintain system knowledge; keeps up to date with changes.
• Experience with CRM systems and service delivery tools.

Responsibilities

• Collaborate with Grants program areas, System Support teams and technical specialists to resolve issues and improve service delivery.
• Triage and resolve incidents, following or developing knowledge base articles as required.
• Analyse escalated support tasks and take action to reach resolution.
• Keep up-to-date on new functions and upgrades across BGM and CRM platforms and environments.
• Monitor system performance, identify recurring issues and contribute to continuous service improvement initiatives.
• Utilise ServiceNow, Azure DevOps, App Insights to track and manage activities.

Skills

Grants management knowledge

CRM knowledge

Communication skills

Prioritization

Stakeholder engagement

Tools

ServiceNow

Azure DevOps

App Insights

Dynamics CRM

Job description

Our client, an independent Federal Government agency that strives to encourage the sustainable growth of Australian industries including the delivery of a national innovation system to drive knowledge creation, international competitiveness and greater productivity, are looking for a Grants Platform Systems Analyst.

Duties or the Grants Platform Systems Analyst

• Work collaboratively with Grants program areas, System Support teams and technical specialists to resolve issues and improve service delivery;
• Triage and resolve incidents, following or developing knowledge base articles as required;
• Undertake analysis of all escalated support tasks, and take appropriate action to reach resolution;
• Keep up-to-date on new functions and participating in upgrades, enhancements or changes across the BGM and CRM platforms and environments;
• Monitor system performance, identify recurring issues and contribute to continuous service improvement initiatives;
• Utilise ServiceNow, Azure DevOps, App Insights to track and manage activities.

Skills and Experience Required

• Demonstrated knowledge of grants management and services essential. Demonstrated ability and willingness to maintain system knowledge;
• Experience in using Business Grants Management system (BGM) and Service Delivery Tool (SDT) or other CRMs;
• Demonstrated experience in creating or updating configuration in Microsoft Dynamics CRM;
• Demonstrated strong communication and collaboration skills; ability to interact with stakeholders with multiple perspectives and levels of technical skill;
• Ability to manage multiple, often conflicting priorities, while maintaining a high standard of customer service.

We Value Diversity

The Recruitment Hive is a proud Equal Opportunity Employer. We recognise the value of diverse perspectives and experience and are committed to an inclusive workplace where everyone feels valued and respected for who they are. We encourage people with disability, indigenous, veterans and people of all backgrounds and abilities to express their interest in this role.