Faculty: Client Services
Department/School: Chief Operating Officer Portfolio
Salary: UOM 7 - $109,093 - $119.091 p.a. plus 17% super

• Develop data-driven insights / Drive service optimisation / Transform end-to-end service experiences
• Apply now to redefine digital collaboration services at a world-class university
• Investing in you - benefits package including salary packaging, health and wellbeing programs, discounted services, and professional development opportunities.

The University of Melbourne
We take pride in our people, who all contribute to our mission to benefit society through the transformative impact of education and research. Discover more via our website and stay connected with our stories and people on LinkedIn.

Transform how the University collaborates.
As a Collaboration Applications Analyst (Service Excellence), you'll improve digital collaboration by resolving support requests, releasing new Microsoft 365 and Zoom features, and redesigning and automating processes to reduce friction for staff and students. You'll identify insights to user support requirements, streamline operational processes, and uplift support capabilities for world-class proactive and reactive application advisory and support experience. Your work will directly enhance the experience of digital collaboration services and shape the future of collaboration in a leading university.

Your responsibilities will include:

• Provide Advanced Technical Support: Deliver level 3 support for Microsoft 365 and Zoom services, resolving complex issues and requests.
• Implement Proactive Solutions: Design and automate preventative measures to reduce support requests and enhance user experience.
• Enhance Support Processes: Improve support capabilities across all levels, automating processes to increase efficiency and consistency.
• Drive Innovation: Test, plan, configure, and document new Microsoft 365 and Zoom features on a weekly basis, tailoring them to the university context.

You may be a great fit if:
You are a tech-savvy professional with a strong background in Microsoft 365 and Zoom enterprise applications, possessing a passion for service improvement and a talent for translating complex technical concepts into user-friendly solutions.

You may also:

• Hold an undergraduate qualification in a relevant discipline with ITIL certification or equivalent experience.
• Have extensive experience designing solutions using off-the-shelf Microsoft 365 and Zoom or equivalent applications for complex organisations.
• Possess working knowledge of Azure AD, PowerShell, and Microsoft Graph.
• Demonstrate expertise in root cause analysis and problem resolution for Microsoft and Zoom technologies.
• Have experience in designing and automating IT service management processes.
• Embody the University Services Values of putting the University First, delivering Service Excellence, and working collaboratively as One Team.

For further information please refer to the attached PD.

What we offer you!
We offer the opportunity to be part of a vibrant community and enjoy a comprehensive range of benefits to support your success and sense of fulfilment, including:

• Supportive flexible work arrangements underpinned by our commitment to inclusion and well-being
• Progressive, considerate leave provisions to empower your work-life balance
• Salary packaging and access to a range of discounted services including Bupa health insurance
• Health and well-being services including a leading Employee Assistance Program
• Comprehensive career development and training, plus a 25% discount on UniMelb graduate courses for your immediate family members!

For more information check out our benefits page!

Your new team - Client Services
Client Services is an omni channel service access and delivery group, Customer Relationships, Digital Dexterity, Service Management Practice Single point of first contact for service consumers focused on user experience and service improvement. There are four teams in Client Services:

• Service Delivery
• Digital Workplace Services
• Service Management Practice
• Relationship Management

Be Yourself
The University of Melbourne values the unique backgrounds, experiences and contributions that each person brings to our community and welcomes and celebrates diversity. First Nations people, those identifying as LGBTQIA+, parents, carers, people of all ages, abilities and genders, and people of diverse ethnicity, nationality and faith are encouraged to apply. Our aim is to create a workforce that reflects the diversity of the community in which we live.

For more information please visit our Diversity and Inclusion page.

We are dedicated to ensuring barrier free and inclusive practices to recruit the most talented candidates. If you require reasonable adjustments, please contact the employee listed on the first page of the Position Description found below, with an email containing your name and contact details for a confidential discussion. Please ensure your email is titled "Reasonable Adjustments Request".

Aboriginal and Torres Strait Islander Applicants
We aspire to be the University of choice for Indigenous Australians, with unprecedented investment to attract, nurture and retain Aboriginal and Torres Strait Islander students and staff. Tangible support through a range of programs and initiatives will ensure that you personally succeed and flourish while at the University of Melbourne.

For further information, including our 2023-2027 Indigenous strategy please visit -https://about.unimelb.edu.au/reconciliation/murmuk-djerring

Working at the University - what you need to know
This role requires the successful candidate to maintain a Working with Children Check The successful candidate can apply for the WWCC as part of the onboarding process. In the case the selected candidate doesn't have a valid Working with Children Check, they will be able to apply for the WWCC as part of the initial onboarding procedures.

Please note: Visa sponsorship is not available for this position. This role requires current valid work rights for Australia.

Join Us and unlock your career potential!
Is this the perfect opportunity for you? Apply today! Including the following documents:

• Resume
• Cover Letter outlining your interest and experience

For information to help you with compiling short statements to answer the selection criteria and competencies, please go to http://about.unimelb.edu.au/careers/selection-criteria

If you have any questions regarding the recruitment process, please feel free to contact Mick Powar via email at [email protected], ensuring that you include the Position Number and the Job Title as the subject. Please do not share your application to this email address.

If you have any particular questions regarding the job, please follow the details listed on the Position Description.

Applications close: Friday 4th July 11:55 PM Australian Eastern Standard Time (AEST) / Melbourne time zone.

Position Description: JR-001205 - Collaboration Applications Analyst - M365 & Zoom.pdf