Technical Client Engagement Consultant

Sarb Management Group; City of Melbourne; On-site; AUD 90,000 - 120,000; Full time

Job summary

Sarb Management Group in Melbourne is seeking a Technical Client Engagement Consultant to join the ResearchMaster team, focusing on designing and delivering eForms that guide users through structured data entry and trigger downstream automations.

You will translate client requirements into eForms, guide UAT and end-user training, lead end-to-end implementation projects, and travel for on-site workshops as required.

Qualifications

• Bachelor’s degree or equivalent in a technical discipline.
• 2+ years in Technical Support or help desk roles.
• Experience with form-based or workflow software solutions.
• Familiarity with cloud-hosted SaaS platforms and incident management.
• Experience with automation platforms, APIs, or scripting.
• Knowledge of HTML/CSS, TS or frontend tech.
• ITIL or service management exposure is a plus.

Responsibilities

• Design, configure, and deliver eForms that guide users through structured data entry and trigger downstream automations to enhance business & administrative processes.
• Translate client requirements into eForms, guide UAT and provide end-user training.
• Lead end-to-end implementation projects
• Coordinate platform upgrades and lead outage remediation including root-cause analysis and post-incident review.
• Manage support tickets, maintain accurate resolution records and contribute to knowledge base documentation.
• Assist with tender responses and proposals, conduct interstate travel for workshops and on-site delivery as required
• Serve as the primary technical point of contact from client onboarding through steady-state support.

Skills

Technical support

Client engagement

eForms / digital workflow

Cloud SaaS familiarity

APIs / scripting

HTML / CSS / TS

ITIL / service management

Travel readiness

Education

Bachelor’s degree in Business, IT, or related discipline

Job description

Onsite, full-time, permanent role with a competitive salary package

Work from our state-of-the-art office located in South Wharf, including end of trip facilities and onsite gym.

About the Role

Elevate your career with us as we unfold New Chapters!

Exciting growth of our organisation sees the need for a highly motivated Technical Client Engagement Consultant to join our ResearchMaster team.

Responsibilities

As someone who thrives in a dynamic environment, you will be responsible for driving the following deliverables:

Design, configure, and deliver eForms that guide users through structured data entry and trigger downstream automations to enhance business & administrative processes.

Translate client requirements into eForms, guide UAT and provide end-user training.

Lead end-to-end implementation projects

Coordinate platform upgrades and lead outage remediation including root-cause analysis and post-incident review.

Manage support tickets, maintain accurate resolution records and contribute to knowledge base documentation.

Assist with tender responses and proposals, conduct interstate travel for workshops and on-site delivery as required

Serve as the primary technical point of contact from client onboarding through steady-state support.

What We’re looking for:

Qualifications & Experience:

Bachelor’s degree in Business, Information Technology, Communications, or a related technical discipline.

Minimum of 2 years’ experience in Technical Support/ help desk position.

Experience in technical support, implementation consulting with strong troubleshooting skills and proven client engagement experience in either technical or non-technical environments.

Hands-on experience designing, configuring, or supporting form-based or workflow-driven software solutions (eForms, digital workflow tools, or equivalent).

Familiarity with cloud-hosted SaaS platforms, including support practices, upgrade processes, and incident management.

Available to travel when required

Familiarity with research sector or higher education sector

Experience with automation platforms, API integrations, or scripting tools and some knowledge in relational databases

Knowledge of HTML/CSS, TS, Object Oriented Programming or front-end technologies relevant to form and workflow configuration; exposure to ITIL or service management frameworks

What’s Next?

Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa with full working rights. Work eligibility will be confirmed as part of the recruitment process.

ResearchMaster is an Equal Employment Opportunity employer committed to supporting a working environment of mutual respect, teamwork and trust and a workplace that attracts, develops and retains highly skilled people. We do not use AI to auto-reject applicants based on skills or experience, and screening calls may be conducted to verify key areas of expertise. Please review your resume carefully to ensure all information is accurate before submission.