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Senior Consultant - Support Services Division

Location: Flexible

The Company:

Tridant Pty Ltd is one of Australia’s largest specialist consulting firms focused on designing and implementing data driven solutions that create competitive advantage, across Information Management, Business Intelligence, Data Visualisation, Financial Performance Management, Data Science, and AI lenses, for a range of organisations across both public and private sectors. Tridant partners with multiple market leading technology vendors to deliver the best solution to our clients, along with embracing the benefits of Open Source.

Tridant's expertise spans several market sectors including but not limited to: Financial Services, Mining, Pharmaceuticals, Manufacturing & Distribution, Retail, Education, Media & Entertainment, Oil and Gas, Government, and Communications. Our collegiate culture sets us apart from others in our industry, as does the diversity, inclusiveness, and quality of our people.

Since our founding in 2007, Tridant has earned an enviable reputation for delivering some of the largest and most successful Data & Analytics projects in Asia Pacific.

Key Reponsibilities:
  • Act as an SME and escalation point for issues reported into lower level resolver groups.
  • Manage assigned queue for service requests, incidents and queries in an ITSM tool including:
    • Monitoring and picking up new cases.
    • Updating existing cases.
    • Resolving cases.
  • Provide triage of support cases, ensuring that are logged with correct attributes including:
    • Sufficient case detail to enable troubleshooting.
    • Categorisation, impact, urgency and priority.
    • Resolver group assignment.
  • Troubleshoot and resolve issues of high complexity across a customer’s application environment. This may include code change activities.
  • Initiate and participate in appropriate Major Incident Management (MIM) process for all incidents that are deemed to be Priority 1 issues.
  • Create and maintain Knowledge Base Articles to enable the work to be performed at lower levels of support.
  • Assist other staff and stakeholders through training and education on technical issues as needed.
  • Liaise with customers, internal/external resolver groups and external service providers as required to resolve Incidents and complete service requests, ensuring compliance with agreed SLA’s.
  • Balance competing demands to ensure customer priorities, expectations and Service Level Agreements are met.
  • Undertake project activity to develop enhancements and/or additional functionality.
  • Undertake application patch, update or upgrade activities.
  • Perform release management of any changes applied to application within scope.
  • Be responsive to the client in for requests, issues or queries.
  • Attend internal and customer meetings as required.
  • Perform user and system administration tasks.
  • Escalation of support cases where required to the correct resolver groups.
  • Escalation of support cases where required to application vendors.
  • Suggest continuous process improvement opportunities.
  • Follow all Tridant policies and procedures including:
    • Ensure timesheets are timely and accurate.
    • Participate in after hours on call support roster.
Customer and Software Technology Specific:
  • Establish and maintain a detailed knowledge of the customers software application environment and services being delivered by Tridant.
  • Understand the committed Service Level Agreements for each customer.
  • Understand the effect a service outage or degradation may have from the customer perspective.
  • Perform higher level administrative tasks within the customer environment.
  • Perform application enhancements according to the customer requirements, processes and procedures (change management, release management etc.).
  • Participate in any service continuity management initiatives as required.
  • Perform minor code change and enhancement.
  • Ensure the customer applications and data are regularly and appropriately backed up.
  • Perform release management of any changes applied to application within scope.
  • Assist with the budget process, month-end process and other customer specific processes.
  • Proactively monitor data integrity and quality.
  • Follow all customer specific policies and procedures.
Skills and Competencies:
  • Planning, organising and priortising.
  • Problem assessment and problem solving.
  • Information gathering and monitoring.
  • Attention to detail and accuracy.
  • Flexibility and adaptability.
  • Customer service orientation.
  • Teamwork.
  • Excellent verbal and written communication skills.
  • Professional, positive and results driven attitude required.
  • Focused and committed to ensuring a high quality of work product.
  • A genuine talent for grasping complex business problems and engineering effective solutions.
Qualifications & Experience:
  • Greater than 5 years’ experience in delivering or supporting software solutions.
  • Minimum education level of Bachelor’s degree or equivalent in a relevant subject – Computer Science, Business, Finance & Accounting.
  • Relevant experience in the design, build, implementation, and support of software solutions.
  • Previous experience driving a customer-centric culture.
  • Background in financial roles within the corporate sector is desirable.
Why Tridant

Our company offers a unique culture second to none; our ethos is that we are professional, but we make work an enjoyable experience. Tridant offers a collegiate team environment that embraces diversity and allows our staff the opportunity to grow independently in a supportive environment. 

Our team are offered a flexible working environment including support for working from home or remote, ongoing learning and development opportunities, as well as access to an Employee Assistance Program.

What makes Tridant different? Our culture; our people; access to the leadership team; and the ability to make an impact.

This is a fantastic opportunity to join a reputable, fast-growing company where there is a wealth of opportunity for the right candidate.

Salary for this role is competitive with the market and commensurate with experience and includes other employment benefits such as on-site gym and excellent end-of-trip facilities.

For further information on Tridant, please see our website www.tridant.com.

If you fill the required selection criteria and hold appropriate work rights, we invite you to apply for this role*.

*Recruitment agency contact is not welcome

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