Your new company
Australian Federal Government Agency based near Melbourne’s CBD.

Your new role
The agency is undertaking a major program of work involving multiple projects spanning a number of current industry-leading technologies, including Salesforce as a core component. You will be an experienced and energetic Platform Support Lead to join their dynamic fast-paced team.

• Lead a support team of Senior Engineers responsible for supporting a highly complex and business-critical enterprise CRM platform. Streamline and improve the efficiency and effectiveness of the support model.
• Management of staff, including work allocation, mentoring, training, and upskilling.
• Process development, documentation, and implementation of all support activities to ensure consistent, efficient, and effective delivery for all stakeholders.
• Negotiate with business the scope of Salesforce releases and manage expectations, risks and dependencies.
• Facilitate discussion and workshops with Product Owners to define scope and acceptance criteria.
• Respond to major incidents and represent the directorate internally and with external vendors.
• Engage with external vendors and internal ICT Teams to resolve incidents and access ICT services as required.
• Execute coordination of testing activities, signoffs from various stakeholders and Change Advisory Board (CAB) representation.
• Coordinate with other sections of the branch, including release management, testing, architecture, platform, and digital delivery to manage critical paths, multiple stakeholders and parallel release trains.

What you'll need to succeed

• Australian citizenship is mandatory to be eligible to secure a baseline clearance.
• 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 for continuous improvement.
• Ability to translate complex technical concepts into user-friendly explanations and solutions.
• Demonstrable strong problem-solving and troubleshooting skills, patience, and an understanding of how their role impacts the overall customer experience is essential.
• Exposure to Salesforce or other CRM systems
• Knowledge of the National Disability Insurance Scheme.
• Experience in tools including Jira, Confluence, Gitlab and Splunk.

What you'll get in return

• Initial 12-month contract + 12-month extension.
• Circa $700 + Super per day.
• Hybrid role.

What you need to do now

If you're interested in this role, click “Apply” or forward an up-to-date copy of your CV to Vishal at Vishal.Sachdeva@hays.com.au