Senior Support Engineer

Cubic Transportation Systems; Sydney; On-site; AUD 90,000 - 120,000; Full time

Job summary

Cubic Transportation Systems is seeking an experienced IT professional to provide 1st and 2nd level technical support for core client applications. The role emphasizes ServiceNow incident management, root-cause analysis, and collaboration with client teams to ensure service availability and performance.

Candidates should have a degree in IT or related field, ITIL knowledge, and 5+ years in similar roles. Oracle/SQL experience and VB scripting are advantageous for effective problem resolution.

Qualifications

• Degree in IT discipline or equivalent experience.
• ITIL Foundation required.
• Minimum 5 years of commercial experience in a similar support or development role.
• Experience with Oracle/SQL/Postgres.
• Familiar with Incident and Problem Management and Change and Release Management within an ITIL framework.
• Experience with ServiceNow.

Responsibilities

• Provide 1st and 2nd level technical application support to all stakeholders.
• Work closely with the customer to ensure our service meets customer needs and expectations.
• Ensure all incidents and problems are recorded and controlled within ServiceNow.
• Perform root cause analysis on high priority incidents and post-incident reviews.
• Create/update change management documents such as RFCs, risks and impact documentation.
• Maintain ongoing communication with stakeholders through meetings and reports.
• Assist in development and deployment of system upgrades and preventative maintenance.
• Write and execute database scripts (Oracle) and monitor database growth.
• Collaborate with client IT teams to resolve system faults and gather requirements for new work.

Skills

ITIL

Analytical thinking

Communication

Incident management

Education

Degree in IT or related field

Tools

ServiceNow

Oracle

SQL

VB

JBOSS

Web Services

Job description

Business Unit: Cubic Transportation Systems Company Details: When you join Cubic, you become part of a company that creates and delivers technology solutions in transportation to make people’s lives easier by simplifying their daily journeys, and defense capabilities to help promote mission success and safety for those who serve their nation. Led by our talented teams around the world, Cubic is committed to solving global issues through innovation and service to our customers and partners. We have a top-tier portfolio of businesses, including Cubic Transportation Systems (CTS) and Cubic Defense (CD). Explore more on Cubic.com.

Job Details: Job Summary: Provision of first and second level technical and application support to maintain client core applications and services ensuring availability and performance at all times. This position typically works under general supervision and direction. Incumbents of this position will regularly exercise discretionary and substantial decision‑making authority.

Essential Job Duties and 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.

General Duties and Responsibilities:

• Comply with Cubic’s Quality Management System
• Comply with Cubic Occupational Health, Safety and Environment policies and procedures
• Comply with security in accordance with established policies and procedures
• Comply with Cubic Human Resources Procedures
• Other duties as requested

Minimum Job Requirements:

• Qualifications Degree or tertiary qualification in a related IT discipline or equivalent experience
• ITIL Foundation Skills/Experience/Knowledge
• Minimum 5 years of commercial experience in a similar support or development role
• Excellent analytical, strong logical and problem solving skills
• Experience in supporting live operational core systems
• Familiar with development or programming terms and processes
• Knowledge of Alpha / OpenVMS systems
• Exposure to databases, with a preference for Oracle, SQL and Postgres
• Experience in creating procedures using Visual Basic.
• Familiar with Incident and Problem Management and Change and Release Management within an ITIL framework.
• Experience of TRB and CAB
• Demonstrable experience of creating ‘Run Sheets’ for application releases.
• Experience in configuration, deployment & user testing of new developments in a Test environment.
• Familiar with Web Services and JBOSS.
• Experience of Incident Management Systems particularly ServiceNow.
• Experience of providing out of hours support

Personal Qualities

A self-motivated; focused individual with excellent inter-personal and presentation skills. Able to work autonomously. An effective communicator, verbally and on paper in both in technical and management topics. Resilient with the ability to manage multiple initiatives simultaneously and capable of working effectively under pressure. Enthusiastic and flexible, ability to find a solution to problems.

The description provided above is not intended to be an exhaustive list of all job duties, responsibilities and requirements. Duties, responsibilities and requirements may change over time and according to business needs.

Worker Type: Employee

We are committed to creating an inclusive workplace and welcome applications from people of all backgrounds. We do not discriminate based on any protected characteristic under applicable law. Cubic creates and delivers technology solutions in transportation that make people’s lives easier by simplifying their daily journeys, and defense capabilities that help promote mission success and safety for those who serve their nation. Led by our talented teams around the world, Cubic is committed to solving global challenges through innovation and service to our customers and partners. We have a top-tier portfolio of businesses, including Cubic Transportation Systems (CTS) and Cubic Defense (CD). CTS is an industry-leading integrator of payment and information solutions and related services for intelligent travel applications. CTS delivers integrated systems for transportation and traffic management, delivering tools for travelers to choose the smartest and easiest way to travel and pay for their journeys, and enabling transportation authorities and agencies to manage demand across the entire transportation network. Cubic Defense provides networked Command, Control, Communications, Computers, Cyber, Intelligence, Surveillance and Reconnaissance (C5ISR) solutions, and live, virtual, constructive and game-based training solutions for both U.S. and Allied Forces. These mission-inspired capabilities enable assured multi-domain access; converged digital intelligence; and superior readiness for defense, intelligence, security and commercial missions. Cubic is proud to have a presence in over 60 countries and employ over 5,000 people worldwide. We are committed to hiring and retaining a diverse workforce and are proud to be an Equal Opportunity/Affirmative Action-Employer. We are committed to ensuring a workplace free of discrimination based on race, color, religion, age, disability, genetic information, sex, sexual orientation, gender identity, or national origin, military or veteran status, and any other basis protected by applicable law. For more information on Equal Employment please visit: http://www.cubic.com/Careers/Applicant-Help To learn more, visit Cubic.com. Follow us on LinkedIn!