Senior IT Support Engineer - ServiceNow & Oracle

Cubic Corporation; Sydney; On-site; AUD 110,000 - 140,000; Full time

Job summary

Cubic Transportation Systems is seeking an experienced IT support professional to provide first and second level technical and application support for client core applications and services. The role operates under general supervision with significant decision-making authority.

Responsibilities include incident/problem management, changes, releases, system upgrades, and close collaboration with the client’s technical team to ensure service availability and performance across CMCS systems.

Qualifications

• Degree or tertiary qualification in a related IT discipline or equivalent experience.
• ITIL Foundation certification.
• 5+ years of commercial experience in a similar support or development role.

Responsibilities

• Provide first and second level technical application support to all stakeholders.
• Work closely with the customer to ensure our service meets customer needs and expectations.
• Ensure all system Incidents and Problems are adequately recorded and controlled within the Help Desk system (ServiceNow).
• Perform RCA on high priority incidents and Post Incident Reviews (PIR).
• Create/update change management documents such as RFC, Risks and Impact documentation
• Ensure all stakeholders are continually updated with Incident or Service
• Request progress through face to face meetings and customer reports
• Provide data extracts to key stakeholders and complete reporting requirements as requested
• Supply any database changes and maintenance to contribute to service improvements
• Monitor and perform detailed daily checks on the CMCS system, covering both software and hardware
• Undertake initial diagnosis of problems and resolve locally where possible
• Assist in the development and deployment of system upgrades
• Perform preventative maintenance of the CMCS system
• Write and execute database (Oracle) scripts, including use of SQL and VB
• Monitor Oracle table space and add additional storage as necessary
• Perform software updates, routine backups and archiving of data
• Work closely with the client’s technical team to resolve wider system faults, provide support for all system users and assist with requirements gathering for new work
• Manage and monitor systems security
• Ensure all system modifications are recorded according to change control procedures
• Attend site and customer acceptance tests as required
• Assist in gaining operational acceptance of change
• Assist with the development and maintenance of quality procedures and system documentation
• Attend TRB/CAB meeting as necessary
• Maintaining dashboard showing system availability and performance.

Skills

Analytical skills

Problem solving

Technical troubleshooting

Education

Degree or tertiary IT qualification

ITIL Foundation

Tools

Oracle

SQL

Postgres

Visual Basic

ServiceNow

JBOSS

OpenVMS

Job description

Cubic Transportation Systems is seeking an experienced IT support professional to provide first and second level technical and application support for client core applications and services. The role operates under general supervision with significant decision-making authority.

Responsibilities include incident/problem management, changes, releases, system upgrades, and close collaboration with the client’s technical team to ensure service availability and performance across CMCS systems.