Service Assurance Coordinator

About AARNet

Australia’s Academic and Research Network (AARNet) was established in 1989 and is widely regarded as the founder of the Internet in Australia and renowned as the architect, builder and operator of world-class network infrastructure for research and education. 

As Australia’s National Research and Education Network (NREN). We connect over one million users — researchers, faculty, staff, students, hospitals, vocational training providers, schools and museums — across Australia.

We are an organisation of innovators, doers, and courageous thinkers. We don’t settle for the status quo; instead, we anticipate the future needs of our customers and build solutions today. If you share our imagination, foresight, and drive to shape the future, why not come and join us?

https://www.aarnet.edu.au/

Role Purpose

The role is responsible for compliance, governance and documentation to support AARNet’s operational business, keeping current SLAs with a focus on the customer. This role will be providing efficient support to business units and will assist in the continuous improvement and implementation across support processes, systems and documentation.

The role will require an independent self-sufficient worker with the ability to think on their feet and solve problems and issues as they arise.

The candidate will be required to be on-call as part of the Incident Management on-call rotation.

Key Accountabilities

At AARNet, all employees are accountable for:

• Actively promoting safe work practices in the workplace during all activities consistent with AARNet’s policies and comply with all WH&S legislation, policies and procedures.
• Actively contributes to a safe and supportive working environment that is inclusive of all staff through celebrating their nationality, cultural background, LGBTI status, abilities, gender and age.

In this role, your main responsibilities are:

• As the Service Assurance Coordinator, you will be responsible for managing major incidents impacting the business and/or customers as part of an on-call rotation. 
• Assisting and developing Incident & Problem management process documentation
• Assisting in the creation of post-incident documentation, including incident reports, incident reviews, and root cause analysis reports.
• Stakeholder Engagement (Internal and external including customer reports).
• Co-ordinate and manage the resolution of incidents with speed, cross-functional collaboration and accuracy. Providing a single point of contact throughout all major incidents.
• Ensure efficient and effective service resolution and SLA fulfillment
• Assist in the analysis of support ticket data and identify problems
• Assist in the co-ordination of changes across the business including preparing and publishing change notifications, documentation and reporting of changes.
• Build effective relationships with IT support teams including vendors, customers and colleagues.
• Identify gaps and offer feedback for improvements as part of ongoing efforts to enhance and uplift Change and Incident processes and documentation

About you in the role

You will celebrate diversity, inclusion, belonging and welcome all people regardless of lifestyle choices, ethnicity, faith, sexual orientation or gender identity.

Your directorate: Operations

You’ll report to: Incident Manager

Your expertise, experience & qualifications

• Degree in Engineering/Telecommunications or a related field or relevant industry experience.
• Experience in an Incident Management related role 
• Experience in the Telecommunications industry with a strong understanding of how Telecommunications companies work with provisioning, maintenance and fault rectification of network services
• Understand or certified in ITIL principles – Experience in incident, service request, change and problem management.
• Current Australian Citizen status to meet governmental criteria for baseline security clearance.

Even better

Although not essential to the role, it would be even better if you had any of the following experience/skills:

• Professionally respond to and work collaboratively with customers and colleagues
• Ability to handle and perform in stressful situations
• Strong written and oral communication skills
• Learn, understand and assist with troubleshooting and solve problems.
• Ability to prioritise and multi-task in a fast paced, ever-changing environment
• Able to work both autonomously and in conjunction with the wider business.

Benefits at AARNet

AARNet is committed to diversity and providing equal opportunity to all. We’re a great place to work if you want to make a difference. 

AARNet provides a host of other benefits in line with our HR policies which include:

• Competitive remuneration;
• 17% superannuation; 
• Flexible work options including a hybrid work model;
• Focus on wellbeing – year-round initiatives and social engagement activities;
• Ethical Leadership: A sector leader in cyber security, social responsibility, and equal opportunity;
• Options to purchase additional Annual Leave; 
• 2 days paid Women’s Wellness Leave per month; 
• 24 weeks paid Parental Leave – Primary Carer; 
• Welcome back to AARNet superannuation payment – on unpaid Parental Leave for Primary Carer; 
• 4 weeks paid Birth Trauma Leave; 
• 24 weeks paid - Adoption Leave; 
• 16 weeks paid Parental Leave – Secondary Carer; 
• 5 days paid – First Nations Cultural Leave; 
• 2 days paid Family Wedding Leave; 
• 24 weeks paid – Foster Carer Leave; 
• 5 days paid – Fertility Leave; 
• 8 weeks paid – Gender Affirmation Leave; 
• Strong Equal Opportunity focus;  
• Modern office environment: Hotdesking system and new facilities;
• Support your success: A culture and company structure that allows your career to grow with access to leading edge technologies;
• An opportunity to give back to the academic and research sector.