Applications Support Engineer null

Nous is a great place to work…

Nous Group (Nous) is an international management consultancy with over 500 people working across Australia and New Zealand, the UK, Ireland and Canada. We offer a broad consulting capability across business strategy, public policy, organisational capability, executive talent and development, transformational change and digital strategy and capability. Working with leaders in the public, private and community sectors on issues that have a substantial positive influence on people’s lives.

Nous is recognised as Australia’s top workplace, ranking first in the 2021 Best Places to Work Awards (Australia), and a Great Place to Work in 2019, 2017, 2015 and 2013 – we only enter every second year! We’ve been previously named Best Management Consulting Firm by the Australian Financial Review. 

We are seeking an Applications Support Engineer to join our Melbourne office on a permanent basis due to exciting business growth. This is an opportunity to work on a diverse array of systems and technologies, making each day at work unique and interesting.

The role:

The purpose of this role is to provide technical support for a portfolio of enterprise applications, ensuring a high standard of service is established and maintained. The applications include Salesforce, Sage People, Microsoft suite (Teams, SharePoint), Confluence and other SaaS apps.

You will:

• Provide exceptional level 2 / level 3 support on a portfolio of enterprise applications, by identifying and resolving issues with applications, following agreed procedures
• Perform in-depth analysis to establish root causes of incidents and problems
• Actively maintain knowledge on the supported applications, including newly released functionality.
• Provide advice/support to the business on the best practice use of applications
• Actively manage and maintain applications in the portfolio to ensure they are configured/updated appropriately
• Develop, document and implement changes based on requests for change, following change control procedures
• Conduct system testing for changes, such as upgrades, or new functionality
• Help identify areas for strategic change or improvement in applications portfolio
• Work with application vendors to escalate issues, procure and coordinate changes, and maintain vendor relationship
• Support, enable and encourage Nous’ self-management culture to extend to IT self-support where practical, including creating and maintaining user documentation, and responding to queries

And the practical experience:

• Relevant qualifications in IT, computer science, engineering, or similar
• Experience in enterprise applications support and service management in a level 2 or 3 capacity
• Salesforce administrator experience or certifications highly regarded
• Experience in any the following enterprise applications highly regarded: Confluence,  Office365 (SharePoint Online, Microsoft Teams, Power BI)
• Experience of working in fast paced, high volume environment
• Familiar with ITIL Foundation
• Experience with service management tools (e.g. Freshservice, ServiceNow, etc.) and coordinate service requests as assigned from the Service Management process

Skills:

• Demonstrated consultative, customer-centric approach, and a clear ability to build strong relationships with business stakeholders at all levels
• Knowledge of practical aspects of information and cyber security as relate to support and delivery of enterprise applications
• Knowledge of/experience with project and change management as related to enterprise application installation, modification and decommissioning
• Experience in professional services (or similar) organisation favourable
• Exceptional IT technical and support skills
• Excellent interpersonal skills

Finally, the important details…

Nous is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applications from people of all backgrounds, including Aboriginal and Torres Strait Islander people. Nous is a flexible workplace that offers consulting opportunities on a full-time and part-time basis.

We seek people who demonstrate an ability to work effectively with individuals with diverse backgrounds. We are committed to diversity and inclusion.

If you have experience working on complex problems and want to be part of a dynamic team that puts people at the centre of everything, then we'd love to hear from you!

To apply for a role at Nous in Australia you must have Australian Permanent Residency or right to work in Australia. 

Please note if you are successful in the recruitment process, you will be required to undertake background screening prior to your commencement at Nous.