Analyst - Executive IT Support & Collaboration

AEMO at the Heart of Energy

AEMO is Australia’s independent energy system and market operator and system planner. AEMO’s purpose is to ensure safe, reliable and affordable energy today, and enable the energy transition for the benefit of all Australians. Australian governments are now committed to a net zero economy for Australia by 2050 and our vision is to enable this. We have the once-in-a-lifetime opportunity to co-design the future of our energy systems, and our core values revolve around character, commitment, and connection. Join us as we contribute to this significant transition in the energy sector.

About the role

The Customer Engagement & Services (CE&S) Division is accountable for coordinating Stakeholder/Customer engagement and communications for the Digital Division. providing Service Desk support to internal and external Customers, including End User IT Support for internal Customers, and provision and coordination of key IT Service Management capabilities, including Incident, Problem, Change, Capacity, Performance, Availability and Continuity, Monitoring and Event Management, Knowledge Management, Service Design, Service Level and Catalogue Management, Configuration Management, Software and Hardware Asset Management.

What you will be doing:

The purpose of the Digital End User Support Analyst is to be responsible for delivering a high-quality Digital end-user experience.

• Working collaboratively across the AEMO business and the Digital division, provide and champion best practice processes in relation to end-user IT and service operations functions.
• Ensure Compliance to all key SLA’s and KPI’s by providing timely and excellent response and service
• Contribute to effective communication and coordination of problem-solving efforts between Digital teams, users and external stakeholders
• Provide IT Support for AEMO Board Meetings and Board members

• Deliver high quality, onsite and remote, end-user IT support for hardware (PC, Laptop, Printers, iPhone, iPads etc) and Software
• Provide VIP IT support and training to the Executive and their support staff
• Provide collaboration, AV/VC and meeting expertise and support, not limited to onsite support for AV systems in meeting rooms where required
• Collaborate with other Digital teams to ensure consistency of end user service delivery, adherence to standard practices and contribution to continuous improvement
• Some interstate travel required and out of hours support

What you will bring to the role:

• Working collaboratively across the AEMO business and the Digital division, provide and champion best practice processes in relation to end-user IT and service operations functions
• Ensure compliance to all key SLAs and KPIs by providing timely and excellent response and service
• Contribute to effective communication and coordination of problem-solving efforts between Digital teams, AEMO end-users and external stakeholders.
• Collaborate with other Digital teams to ensure consistency of end user service delivery, adherence to standard practices, and contribution to continuous improvement
• Provide an excellent service experience, foster a customer centric environment and approach when interacting with customers.
• Demonstrate compliance with Workplace Health and Safety, Anti-Discrimination, and Competition and Consumer Acts

In return some of our benefits to you

• Flexible working: part time, job share and additional leave options
• Professional development via projects, industry networks, job rotation, study assistance and more.
• Give back with up to 4 days of volunteering leave per year.
• Reward your hard work with annual performance bonuses (subject to eligibility).
• Embrace a healthier you with our wellness program, discounted health insurance, gym perks and our comprehensive Employee Assistance Program (EAP).

About Our Process

AEMO values diversity and inclusivity in the workplace, welcoming applications from all backgrounds without regard to age, disability, gender, sexual orientation, parental status, race, religion and our First Nation peoples. We are dedicated to accommodating applicants' needs during the application or interview process, simply let us know by emailing talent@aemo.com.au.

For more information on the Australian Energy Market Operator (AEMO) please refer to www.aemo.com.au or visit one of our social media channels below.