Senior IT Service Delivery Advisor

Hastings Deering; City of Brisbane; Sur place; AUD 110 000 - 150 000; Plein temps

Avantages offerts par ce poste

Body, Mind & Wallet Support

World-Class Training

Career Paths That Work for You

Security you can count on

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

ITIL expertise

Cherwell CSM

Troubleshooting

Stakeholder leadership

Customer communication

Outils

Cherwell Service Management (CSM)

Description du poste

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.