Modern Workplace Operations Analyst

AustralianSuper Pty; New York, Northern (NY, KY); Hybrid; USD 120,000 - 140,000; Full time

Benefits offered by this job

401(K) matching

Health insurance

Flexible work environment

Job summary

AustralianSuper in New York City is seeking a Modern Workplace Operations Analyst to join our hybrid team at 1251 Avenues of the Americas. You will handle escalated incidents and service requests, perform second-line troubleshooting, and collaborate with vendors to resolve complex issues.

The role requires 3+ years IT support, strong ITIL knowledge, and proficiency across Windows, M365, DNS, SCCM/Intune, Power Platform, and PowerShell.

Qualifications

• Minimum 3 years of IT support experience.
• Strong ITIL understanding across Incident, Service Request, Problem and Change Management.
• Advanced technical proficiency across Windows, M365, DNS and infrastructure services.
• Experience with service desk tools and CMDB maintenance.
• Ability to measure KPIs and customer satisfaction.
• Familiarity with Financial Services industry.

Responsibilities

• Provide technical support across EUC, M365 and infrastructure services.
• Drive resolution of escalated, technically complex Service Requests.
• Take ownership of products or requests and document procedures for training.
• Communicate clearly with users via multiple channels.
• Explain IT policies and business impact of service disruptions.
• Deliver exceptional customer service and log interactions in the ITSM system.
• Monitor Service Request progress and liaise with vendors when needed.
• Contribute to team improvement and knowledge base expansion.
• Assist with change management and IT projects as required.

Skills

ITIL processes

Windows 10/11

M365

DNS Administration

Infrastructure services

Business applications

Power Platform

Power Apps

Power Automate

PowerShell

SCCM

Intune

EUC environments

MDM/MAM

Change management

MCP or advanced certification

Education

Bachelor of Science in Information Technology or relevant qualification (TAFE)

Advanced Microsoft certification (MCSA/MCSE)

Job description

AustralianSuper is the largest superannuation fund in Australia-- in the top 20 largest funds globally and top 50 asset owners globally.

With more than US $230 billion in current assets under management, and a world-class investment team, AustralianSuper has the appetite and capability to directly invest in large-scale opportunities.

Our New York office is made up of more than 75 colleagues and is expected to grow significantly over the next few years, so when you join, you become a key part of building our culture.

Your new role

Reporting to the Modern Workplace Operations Manager, the Modern Workplace Operations Analyst forms a vital component of the Modern Workplace Operations team. They handle escalated incidents and service requests from first-line support, delving into more complex troubleshooting and fulfilling requests that demand in-depth attention. Their role revolves around delivering top-tier second-line service, effectively resolving user issues that surpass the scope of first-line support or other Operations Teams.

In addition to their troubleshooting skills, the Modern Workplace Operations Analyst play a pivotal role in collaborating with third-party vendors as necessary, conducting root-cause analyses, strategizing and executing change requests, enriching the knowledgebase, and progressively enhancing the skills of the first-line team.

As AustralianSuper transitions into a global model, establishing offices across Europe, Asia, and the US, a heightened emphasis on 24 x 7 support capability emerges. The Modern Workplace Operations Analyst may find themselves engaged in after-hours on-call support to accommodate this evolving landscape.

The successful applicant should be a motivated and passionate technical all-rounder, possessing strong communication skills, foundational technical knowledge, adaptability, and a patient attitude for effectively diagnosing and resolving customer issues, while also contributing to a collaborative team environment that thrives in the ever-evolving technology landscape.

This is a position based on-site at 1251 Avenues of the Americas, with a hybrid work schedule.

Key Responsibilities

Customer Service and Engagement

• Provide technical support services across the Funds end user compute (EUC), M365 and infrastructure services.
• Drive resolution of escalated, technically complex Service Requests, updating procedures accordingly.
• Take ownership of specific products, technologies, or requests, documenting procedures and training team members.
• Effectively communicate with users using multiple channels, providing clarity on assigned incidents and service requests.
• Explain IT policies, processes, and standards in a user-friendly, business-oriented manner.
• Understand and explain the business implications of service disruptions and unique requests.
• Deliver exceptional customer service, recording interactions meticulously in the Enterprise ITSM system.
• Assist the Service Desk and Operations teams, ensuring fulfillment of Service Requests within defined processes and service levels.
• Monitor and report on Service Request progress, acting as a liaison between customers, Technology Services, and external vendors.
• Proactively contribute to team improvement, exhibit teamwork and remain positive when challenged.

Incident Management, Problem & Change Management

• Support Service Desk and Operations Teams, ensuring adherence to agreed processes for Incident resolution.
• Analyse and swiftly address escalated Incidents, leveraging technical expertise and coordination with vendors when needed.
• Coordinate escalation and resolution efforts with internal teams and external vendors.
• Identify potential problems and assist Problem Manager in adhering to process and service level agreements.
• Log potential change requests and actively contribute to the change process by reviewing technical implementation and test plans.
• Take ownership of change implementations when necessary.

Projects & IT Operations support

• Provide technical expertise to IT projects and initiatives.
• Assist with other aspects of business-as-usual IT operations as required, including but not limited to hardware and software rollouts, upgrades and new deployments, etc.
• Assist with other duties as directed.

Stakeholder Management

• Nurture and maintain internal relationships across all levels of the Fund.
• Proactively keep stakeholders up to date on key issues or escalations.

Governance and Compliance

• Operate and make decisions according to the Fund’s Policies, Standards and Procedures.
• Ensure appropriate and relevant governance structures, policies and processes are followed, and advocate for continuous improvement to these.

What we’re looking for

Culture is key at AustralianSuper, and we are looking for someone who is a team player that enjoys working in a high performing collaborative team.

Minimum 3 years of IT support experience.

Strong understanding of ITIL processes, including Incident, Service Request, Problem, and Change Management.

Advanced technical proficiency and troubleshooting skills across a range of user-facing technologies such as

• Windows 10/11 desktop environment,
• M365 suite,
• DNS Administration,
• Infrastructure service, and
• business applications.

Proficiency with service desk tools and CMDB maintenance.

Capability to measure KPIs and customer satisfaction.

Windows server support experience.

Expertise in one or more of the above listed technologies.

Microsoft Power Platform including Power Apps and Power Automate.

AIcompetency including Copilot, CopilotStudio.

PowerShell scripting.

Package and deploy applications via SCCM and Intune.

Experience in patching and maintaining EUC environments.

Experience with MDM and MAM services.

Experience with change management.

Familiarity with Financial Services industry.

MCP or recognized technical certification.

Preferred: Bachelor of Science in Information Technology or relevant TAFE qualifications.

Preferred: Advanced Microsoft certification (MCSA, MCSE).

Personal Attributes:

• Strong problem-solving and analytical skills.
• Effective communication with technical and non-technical users.
• Clear and persuasive articulation.
• Dedicated to superior customer service.
• Collaborative, responsible, and team oriented.
• Detail-oriented with the ability to manage priorities under pressure.

Pay transparency notice

The compensation range for this position is $120,000 to $140,000 (this is based on full-time hours, located in New York City). The pay offered may vary depending on job related knowledge, skills, and experience and refers to the amount AustralianSuper is willing to pay at the time of posting.

Life at AustralianSuper

At AustralianSuper, we truly care about our colleagues. We know work and life are intertwined, that’s why we support the diverse needs of everyone and have policies that enable us all to thrive and be truly flexible. We ensure diversity is celebrated for the opportunity it provides us all to learn and grow, and ultimately to deliver better outcomes for members.

As we collaborate with colleagues across multiple time zones flexibility in work hours are both a requirement and opportunity for this role.

We offer great benefits, including generous 401(K) matching, health insurance and promote a blended working environment in which all roles can flex, and we’re happy to discuss what this looks like for you.

We are committed to supporting our diverse workforce in a way that is inclusive and embraces diversity in all its forms. If you require any reasonable adjustments to the recruitment process or the role, please let our recruitment team know.

Progress, powered by purpose

All employees and applicants are evaluated on the basis of their qualifications, consistent with applicable state and federal laws, without regard to race, color, ancestry, sex which includes pregnancy, childbirth, breastfeeding and related medical conditions), sexual orientation, gender identity and/or expression, age, religious belief, national origin, marital status, physical or mental disability, medical condition, genetic information, military or veteran status, or other protected basis, all as defined by applicable laws. We are committed to providing equal employment opportunities for all.

AustralianSuper uses AI to review resumes and conduct initial phone interviews. This involves processing your resume, cover letter, and voice recording in Australia, the UK and the USA to help assess your suitability for the applied role. When invited to an AI phone screening, you may opt for a traditional phone screening instead. For information on how we handle your personal data, please refer to our Candidate Privacy Policy.