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Projects and Operational Support Coordinator

Role Overview

Six month contract 

Reporting to the Operations Manager, the Projects and Operational Support Co-ordinator will work as part of a  small, motivated, multi-skilled team to provision, support, operate, maintain, deliver and otherwise develop and extend Intersect’s range of technology products and services to both internal and external customers. The focus of the position is equally operational and developmental with opportunities to innovate. The role has a dual emphasis on providing project management support to the internal team and external customer support.

Core Responsibilities

  • Develop, maintain and co-ordinate the Operations team forward program of work, associated work breakdown structures and resource plan.

  • Work closely with other team members, other Intersect staff, Intersect suppliers and customers to track progress against the program of work, particularly in the follow up of incomplete tasks and dependencies to ensure timely completion of deadlines.

  • Maintain Intersect’s IT Infrastructure registers, including but not limited to the Assets Register, Products Register, Supplier Register, Contracts Register and Customer Plans, Risk and Issue registers.

  • Maintain the Operation’s team Processes and Procedures manual.

  • Work closely with Accounts and other teams in the execution of the Intersect quote preparation procedure. Assist in proposal and quote preparation as required.

  • Work closely with other Operations  team members and the Accounts team in the timely payment of supplier invoices and customer billing.

  • Maintain Intersect’s help.intersect.org.au service including scheduled software updates. Train Intersect staff in the use of new features.

  • Monitor and triage inbound service requests and incidents, establish and police quality assurance on ticket content and responses, assign staff to tickets according to set criteria such as: resource workload; expertise required; urgency of the request or impact of the incident. Proactively follow-up tickets until closed.

  • Maintain the Intersect Support knowledge base.

  • Provide regular progress reports for all program of work items, the Operations team resource plan, service requests and incidents, operational registers, customer consumption statistics, and any other reports as required.

  • Participate in the Operations team out-of-hours support roster.

  • Any other tasks as required.

Qualifications / Experience / Skills

Essential:

  • Tertiary qualifications or equivalent work experience in any analytical discipline

  • Extensive knowledge of project management techniques and methods such as PMBOK or Prince2

  • 3+ years as a project manager or project co-ordinator in a multi-project or project office environment

  • 3+ years using Microsoft Project and Microsoft Excel or similar tools

  • Knowledge, skills and experience working in a process-oriented Information Technology / Research Centric service organisation

  • Ability to successfully communicate with and empathise with highly technical staff

  • Highly numerate

  • Highly developed interpersonal, communication, and negotiation skills and demonstrated ability to independently facilitate issues to resolution

  • Demonstrated ability to manage multiple deliverables concurrently in a challenging and dynamic environment

  • Strong oral and written communication skills, especially in technical and/or statistical report writing with diagrams and graphics.  

Desirable:

  • Familiarity with ServiceNow, Jira, Confluence, Nagios, Nessus, and Google Apps

  • Familiarity with ICT Infrastructure related best practices and standards such as ITIL

  • Experience with agile project management

  • Business Analysis skills and experience

  • Familiarity with the concepts of cloud-based computing and research

  • Vendor management experience.

Key Competencies

  • Proactive and self motivated

  • Delivery oriented, customer and service focussed

  • Lateral thinker and innovative in approach

  • Analytical, with an eye for detail and the ability to also see the big picture

  • Ability to work independently

  • Process oriented

  • Pragmatic

  • Assertive

  • “Can do” flexible attitude and willingness to learn

  • Ethical in all aspects of professional life.

Additional Requirements

The role will be primarily based in our Sydney Office. Occasional local travel to customer premises will be required. Occasional intercity and interstate domestic travel may be required from time to time.

Flexibility will be required regarding working hours to accommodate major outages both planned and unplanned.