Transport for NSW is the lead agency of the NSW Transport cluster. Our role is to lead the development of a safe, efficient, integrated transport system that keeps people and goods moving, connects communities and shapes the future of our cities, centres and regions.
We are responsible for strategy, planning, policy, regulation, funding allocation and other non-service delivery functions for all modes of transport in NSW including road, rail, ferry, light rail, point to point, regional air, cycling and walking.
We focus on improving the customer experience and contract public and private operators to deliver customer-focused transport services on our behalf.
We also lead the procurement of transport infrastructure and oversee delivery through project delivery offices and industry delivery partners.
About us
Over the next 40 years, Sydney’s population is projected to swell to over 12 million residents and regional NSW will accommodate an extra 700,000 people. Transport for NSW is delivering an unprecedented $72.2b investment into a truly game changing Future Transport strategy which will bring together several modes and cutting edge technologies to deliver satisfaction and safety for our customers while supporting a rapidly growing economy.
The Division
The Customer Strategy and Technology team within Transport leads the development of long-term, multi-modal strategies, plans and policies across NSW. We leverage data and insights, implement new technologies, drive innovation and build partnerships to provide customer-centred solutions.
The opportunity
Right now, we have an opportunity for a SCATS Technical Support Manager to join our Intelligent Systems unit within the Technology and Innovation branch. The role manages technical support for Sydney Coordinated Adaptive Traffic System (SCATS), the world’s leading traffic management system.
What you will be involved in
The role oversees and delivers technical product support for SCATS global customers across the suite of SCATS products. The role triages a wide range of support requests ensuring timely resolution in line with KPIs and to ensure customer satisfaction. The position liaises with and negotiates the resolution of complex technical product issues including software bugs with the relevant Software Development teams.
In addition to the aforementioned, some of the key responsibilities will be but are not limited to:
- Manage the delivery of high-quality and responsive resolution of technical product support
- Establish and oversee disciplined and rigorous enquiry handling processes so all enquires are documented, tracked and resolved in a timely manner.
- Proactively identify opportunities to increase product and system knowledge to contain and manage escalations.
- Analyse customer queries to identify trends and issues in SCATS incidents and develop work instruction packages and standard operating procedures to allow customers to resolve quickly and effectively frequently occurring enquires.
About you
You hold tertiary qualifications in a relevant discipline including engineering and/or equivalent industry experience. This includes experience in trouble shooting, resolving and maintaining software systems. Ideally, you will have expereince with programming languages C++ and Java paired with other software coding. Working closely with the SCATS Customer Service Manager and Development Teams strong communication and collaboration skills are non-negotiable. Finally, you are a resilient, creative and future focused manager with a can-do attitude.
Want to know more?
Please click here to view a copy of the role description.
Interested?
Right now is an exciting time to join our team as we deliver an iconic $72.2 billion investment into future transport infrastructure and services over 40 years.
Be a part of something big. Apply today to register your interest!
Find out more about Transport for NSW at https://www.transport.nsw.gov.au/about-us.
Our Commitment to Diversity
Great people come from all walks of life. At Transport for NSW, we are committed to creating a diverse, inclusive and flexible workforce which reflects the community and the customers we serve. We actively promote gender diversity in our workplaces, the employment of Aboriginal and Torres Strait Islanders and the employment of people with a disability. We welcome and encourage applications from all people regardless of age, gender, ethnicity, cultural background, or sexual orientation. If you need an adjustment in the recruitment process, please call/text or email the contact person for this role.
Salary and Benefits
The salary for this position is TfNSW Grade 9 ($135,898 - $152,204) per annum plus superannuation and leave loading.
For more information on Employee Benefits at TfNSW please click here.
How to apply
To apply for this position, please submit a resume and address the questions within the application.
Need help?
For more information on how to apply for a role in the NSW Public Sector please click here.
For any enquiries, please contact Jackie Brillas on 0466 102 162.
Close date: 11:59pm on Wednesday 10 March 2021
About us
Over the next 40 years, Sydney’s population is projected to swell to over 12 million residents and regional NSW will accommodate an extra 700,000 people. Transport for NSW is delivering an unprecedented $72.2b investment into a truly game changing Future Transport strategy which will bring together several modes and cutting edge technologies to deliver satisfaction and safety for our customers while supporting a rapidly growing economy.
The Division
The Customer Strategy and Technology team within Transport leads the development of long-term, multi-modal strategies, plans and policies across NSW. We leverage data and insights, implement new technologies, drive innovation and build partnerships to provide customer-centred solutions.
The opportunity
Right now, we have an opportunity for a SCATS Technical Support Manager to join our Intelligent Systems unit within the Technology and Innovation branch. The role manages technical support for Sydney Coordinated Adaptive Traffic System (SCATS), the world’s leading traffic management system.
What you will be involved in
The role oversees and delivers technical product support for SCATS global customers across the suite of SCATS products. The role triages a wide range of support requests ensuring timely resolution in line with KPIs and to ensure customer satisfaction. The position liaises with and negotiates the resolution of complex technical product issues including software bugs with the relevant Software Development teams.
In addition to the aforementioned, some of the key responsibilities will be but are not limited to:
- Manage the delivery of high-quality and responsive resolution of technical product support
- Establish and oversee disciplined and rigorous enquiry handling processes so all enquires are documented, tracked and resolved in a timely manner.
- Proactively identify opportunities to increase product and system knowledge to contain and manage escalations.
- Analyse customer queries to identify trends and issues in SCATS incidents and develop work instruction packages and standard operating procedures to allow customers to resolve quickly and effectively frequently occurring enquires.
About you
You hold tertiary qualifications in a relevant discipline including engineering and/or equivalent industry experience. This includes experience in trouble shooting, resolving and maintaining software systems. Ideally, you will have expereince with programming languages C++ and Java paired with other software coding. Working closely with the SCATS Customer Service Manager and Development Teams strong communication and collaboration skills are non-negotiable. Finally, you are a resilient, creative and future focused manager with a can-do attitude.
Want to know more?
Please click here to view a copy of the role description.
Interested?
Right now is an exciting time to join our team as we deliver an iconic $72.2 billion investment into future transport infrastructure and services over 40 years.
Be a part of something big. Apply today to register your interest!
Find out more about Transport for NSW at https://www.transport.nsw.gov.au/about-us.
Our Commitment to Diversity
Great people come from all walks of life. At Transport for NSW, we are committed to creating a diverse, inclusive and flexible workforce which reflects the community and the customers we serve. We actively promote gender diversity in our workplaces, the employment of Aboriginal and Torres Strait Islanders and the employment of people with a disability. We welcome and encourage applications from all people regardless of age, gender, ethnicity, cultural background, or sexual orientation. If you need an adjustment in the recruitment process, please call/text or email the contact person for this role.
Salary and Benefits
The salary for this position is TfNSW Grade 9 ($135,898 - $152,204) per annum plus superannuation and leave loading.
For more information on Employee Benefits at TfNSW please click here.
How to apply
To apply for this position, please submit a resume and address the questions within the application.
Need help?
For more information on how to apply for a role in the NSW Public Sector please click here.
For any enquiries, please contact Jackie Brillas on 0466 102 162.
Close date: 11:59pm on Wednesday 10 March 2021
