Job description
Our Federal Government client is seeking an experienced Salesforce Project Manager to join their Canberra team. This is a 12 month contract with 1x12 month extension option. The role is open to Australian citizens with the ability to obtain a Baseline Clearance.
- 12 month contract with 1x12 month extension option.
- Open for Australian citizens with the ability to obtain a Baseline clearance.
- Canberra based role and Hybrid ( 3 days in office and 2 days WFH)
- Paxus pays weekly
To be successful in this role you must:
- Lead a technical team responsible for supporting a highly complex and business critical enterprise CRM platform used by both internal staff and external citizens.
- Responsible for all activities associated with the support team to ensure success for the agency
- Management staff, including work allocation, mentoring, training and upskilling
- Process development, documentation and implementation for of all support activities to ensure consistent, efficient, and effective delivery for all stakeholders
- Strong relationship and communication with interfacing stakeholders such as the service desk, the National call centre, and various product owners - with the mandate of achieving high customer satisfaction.
- Undertake initiatives and tasks to streamline and improve the efficiency and effectiveness of the support model to improve increased resolution at these levels and reducing the need for tickets to be triaged.
- Management, monitoring and reporting of ticket queues including development of required reports and dashboards to identify key metrics, trends, major incidents etc.- as well as the implementation of initiatives and actions to resolve such findings
- Gain an understanding of the core business rules underpinning the system in order to understand business impacts of system incidents
- Facilitate discussions and workshops with product owners as required.
To be considered for this role you must:
- More than 5 years' experience leading and managing ICT support teams
- Experience supporting or managing complex CRM/business systems
- Demonstrable experience in process development, documentation and implementation
- Proactive approach to building relationships and working with stakeholders to deliver and an effective support model continuous improvement
- Ability to translate complex technical concepts into user-friendly explanations and solutions.
- Demonstrable strong problem-solving and trouble-shooting skills, patience, and an understanding of how their role impacts the overall customer experience is essential
- ITIL certification
- Experience supporting Salesforce platform
When inquiring about this role, please quote the job number #268516
To be considered for the role click the 'apply' button or for more information about this and other opportunities please contact Irina Alrogi on +61 (0)2 6151 9203 or email: [email protected] and quote the above job reference number.
Paxus values diversity and welcomes applications from Indigenous Australians, people from diverse cultural and linguistic backgrounds and people living with a disability. If you require an adjustment to the recruitment process, including the application form in an alternate format, please contact me on the above contact details.
