Level 3 Support Developer

Department of Government Services VIC; Melbourne; Híbrido; AUD 80.000 - 110.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible work arrangements

Remote work options

Descripción de la vacante

The Department of Government Services VIC is seeking a Level 3 Support Developer to support customer-facing technologies, provide break/fix support, troubleshoot complex issues and develop long-term solutions. The role focuses on applying ITIL 4 practices to restore services within agreed timeframes and improve the Digital Platforms' multi-channel support landscape.

You will be the escalation point for the customer support team, troubleshoot AWS-based services, assist with onboarding and

Formación

• Experience supporting customer-facing technologies and resolving incidents promptly.
• Ability to document issues and communicate clearly to stakeholders.
• Familiarity with ITIL 4 practices and service-management concepts.

Responsabilidades

• Be a technical escalation point for the support team.
• Troubleshoot issues across Digital Platforms and services, including AWS.
• Onboard, offboard and manage user administration as required.
• Log problems/defects to Engineering for continual improvement.

Conocimientos

Troubleshooting

Customer support

Communication

Prioritisation

Herramientas

AWS

Descripción del empleo

Department of Government Services VIC - Melbourne VIC

The Department of Government Services (DGS) was established on 1 January 2023 to improve everyone's experience of doing business and interacting with the Victorian government. We bring important day-to-day services together in one department to make things easy and seamless for Victorians and businesses. We are doing this by connecting and digitising our systems and platforms across state and local government as well as streamlining our corporate and procurement services.

You can find out more about our Ministers, leadership and entities here: Department of Government Services.

About the Branch

Digital Platforms is the provider of cloud capability for government services. It's our job to make things easy.

The Digital Platforms culture is dynamic and fast-paced, we're not what you'd expect from a government department. We work flexibly and remotely, using our workspaces in the Melbourne CBD and Footscray for onsite collaboration. We have a mature digital services platform of contemporary cloud-based infrastructure, technical architecture and scalable and reusable common capabilities, with real-time integration into agency legacy systems.

About the Role

The Level 3 Support Developer will have experience supporting customer-facing technologies, providing break/fix support, troubleshooting complex technical issues, and developing long-term solutions to prevent recurring incidents.

The Support Developer will have experience applying ITIL 4 practices to restore services within agreed timeframes. They will contribute to high customer satisfaction by supporting customers and agencies throughout their digital journey on the Service Victoria platform and delivering continuous service improvements in a multi-channel support environment.

Key Accountabilities

• Be a point of technical escalation to assist our dedicated customer support team and triage issues reported by customers/agencies whilst identifying the root cause of the customer issue.
• Provide troubleshooting for the Digital Platforms and key applications/services including Amazon Web Services (AWS).
• Implementation of service requests including onboarding, offboarding and user administration.
• Identify and log problems/defects in the platform to Engineering teams so that continual improvement on the platform is maintained.

About You

We are seeking applicants who have demonstrated experience from the following criteria:

• Demonstrated ability to effectively prioritise and manage workload and tasks, developing plans and methods to track progress and ensure priorities are successfully met.
• Proven experience preparing a wide range of written documents, such as basic letters, emails and reports that are logical and audience specific.

This role is an ongoing position. This position is only open to applicants with relevant rights to work in Australia.

For more information, please see the Position Description DGS Level 3 support Developer

Other relevant information

To be eligible for appointment to this role, applicants will possess corresponding work rights for the advertised employment period. Appointment to an ongoing role is only available to an Australian/New Zealand citizen or an Australian Permanent Resident. Preferred applicants will be required to undertake pre-employment screening. DGS actively promotes diversity, inclusion and an equal opportunity workplace. We welcome applicants from all diverse backgrounds, including people with disabilities and Aboriginal and Torres Strait Islander peoples. All roles at DGS can be worked flexibly, however it may differ from role to role.