Senior Application Advisor

Hastings Deering; City of Brisbane; On-site; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Body, Mind & Wallet Support

World-Class Training

Career Paths That Work for You

Security you can count on

Job summary

Hastings Deering is seeking a Senior Application Advisor to join our Technology Support team in Brisbane. This permanent, full-time role is based at our Beaudesert Road office and will focus on delivering advanced support for Minestar, Product Link, VisionLink, and related technologies.

You will lead complex issue resolution, mentor junior staff and drive service improvement initiatives across ITSM processes.

Qualifications

• Significant experience supporting enterprise technology applications in mining, heavy equipment, or telematics environments.
• Advanced knowledge of ITIL service management frameworks and best practices.
• Strong analytical and troubleshooting capabilities; can resolve complex technical issues.
• Experience with Cherwell Service Management (CSM) or similar ITSM platforms.
• Ability to influence, build relationships and provide technical leadership across diverse stakeholder groups.

Responsibilities

• Deliver advanced support to internal and external customers for Minestar, Product Link, VisionLink, and other technologies.
• Lead the investigation, diagnosis and resolution of complex technical issues.
• Provide technical guidance and mentoring to Application Advisors and broader support teams.
• Drive continual improvement across service management processes, systems and customer support activities.
• Collaborate with customers, Caterpillar SMEs, vendors and internal stakeholders to identify root causes and implement sustainable solutions.
• Maintain and enhance incident, problem, change, knowledge and release management.
• Contribute to solution design, business improvement projects and technology roadmaps.
• Assist with system configuration, testing, dashboard development and reporting within Cherwell Service Management (CSM) and related platforms.
• Monitor service performance and provide insights to improve customer experience and operational outcomes.

Skills

ITIL expertise

Cherwell CSM

Troubleshooting

Stakeholder leadership

Customer communication

Tools

Cherwell Service Management (CSM)

Job description

What you'll be doing

Hastings Deering is on the hunt for a Senior 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.

• Deliver advanced support to internal and external customers for Minestar, Product Link, VisionLink, and other technologies.
• Lead the investigation, diagnosis and resolution of complex technical issues.
• Act as a subject matter expert, providing technical guidance and mentoring to Application Advisors and broader support teams.
• Drive continual improvement initiatives across service management processes, systems and customer support activities.
• Collaborate with customers, Caterpillar SMEs, vendors and internal stakeholders to identify root causes and implement sustainable solutions.
• Maintain and enhance service management processes, including Incident, Problem, Change, Knowledge and Release Management.
• Contribute to solution design, business improvement projects, commercial proposals and technology roadmaps.
• Assist with system configuration, testing, dashboard development and reporting within the Cherwell Service Management (CSM) environment and related platforms.
• Monitor service performance and provide insights and recommendations to improve customer experience and operational outcomes.

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

• Significant experience supporting enterprise technology applications, preferably within mining, heavy equipment, fleet management or telematics environments.
• Advanced knowledge of ITIL service management frameworks and best practices.
• Strong analytical and troubleshooting capabilities, with experience managing complex technical issues through to resolution.
• Experience with Cherwell Service Management (CSM) or similar IT Service Management platforms.
• The ability to influence, build relationships and provide technical leadership across diverse stakeholder groups.
• Excellent communication and customer engagement skills.
• Experience mentoring team members and contributing to process improvement initiatives.
• A customer-centric mindset and commitment to delivering exceptional service outcomes.

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.