Greater Sydney Area
• Administration of the Business Support Group’s client support administration function. • Monitor the priority of support incidents and work requests and ensure critical requests are actioned within timeframes. • Maintenance of incident management processes, documentation and training • Undertake complex system/application diagnoses. • Liaise with clients and service providers, and DAGJ’s ITS to ensure timely resolution of application issues and clients are informed on progress. • Undertake minor maintenance and enhancements to corporate systems under guidance of project managers and application systems managers. • Develop, test, implement and monitor computer assisted work procedures and practices to enable work tasks to be completed efficiently. • Provide feedback on ineffective use of application systems and assist Training and Development staff to develop improved training courses. • Assist and ensure knowledge transfer within the support team. • Update and maintain process documentation, including issues registers and project plans. Current Projects • Implementation and Applications Support for NSWTG Office365/Outlook Rollout • Administration and Support for Office365 and Sharepoint • Tableau Reporting and Administration
System Administrator – Oracle Image and Process Management (Boral Customized) System and performance maintenance Server Maintenance and reporting Daily log and image loading and reconcilation 3rd level support tasks 2nd level customer service calls Incident and problem management Storage and capacity management IPM Filer Support (Oracle 10G) Creation and maintenance of image document classes System Maintenance of Production, Development, Test and UAT environments Maintenance of DR Environment Working with external Oracle support to resolve issues Addition, deletion and modification of users within the following applications: Oracle 12 (including iProcurement, IExpenses and Credit Applications) Cognos Reporting System Oracle Image Processs Management System Holos Reporting Management Filenet Management System HP OpenView Service Desk Client Keystone Command Qest Command MK8 Legacy System Linx Legacy System Microsoft Live Meeting Active Directory Sitesafe OH&S Reporting System E-business Document Distribution Portal Microsoft Visio Process Mapping Ongoing maintenance and review of user application access rights and privileges ensuring compliance with auditing requirements. HP OpenView Service Desk Client to log service calls, create work orders manage incidents, carry out escalations and change requests. Set up and ongoing maintenance of users application passwords. Set up and configuration of printers within applications. Creation and maintenance of prcedural documentation Conduct and participate in cross-training Liaise with power users and user groups to ensure that our services meet our customers’ needs. Escalation of appropriate incidents to relevant 3rd level support area in a timely manner Work with the team leader to meet objectives of improved frontline efficiency through the timely management of incidents Ensure that accurate and complete information is gathered for each service call. Conduct and complete KPI Auditing