Senior Application Advisor - ITSM & Tech Support

Sime Darby

City of Brisbane

On-site

AUD 110,000 - 150,000

Full time

14 days+

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Job summary

Hastings Deering is seeking a Senior Application Advisor to join our Technology Support team in a permanent, full-time capacity based at our Beaudesert Road office. You will deliver advanced support for Minestar, Product Link, VisionLink and related technologies, lead complex issue resolution and mentor other Application Advisors.

Ideal candidates will have significant enterprise app experience, strong ITIL knowledge and experience with Cherwell ITSM.

Qualifications

Significant experience supporting enterprise technology applications.
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.

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.
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.