Senior Analyst, Workplace Engineer- Workplace Desktop Services

Job Posting End Date:

Worker Type:

Fixed Term (Fixed Term)

About the job:

Responsible for 2nd level technical support for the Workplace

Technology used by National Australia Bank colleagues. Provision

of 2nd level technical support to investigation and resolve macOS

and Windows system issues – including platform, environment,

base application and user setup issues.

Responsibilities:

• Provides 2nd-level technical support of all facets of the Workplace Technology offerings
• Represents the service(s) across the organization
• Accountable for the successful resolution of Medium and Low incident management records for users
• Understands the end-to-end (E2E) technical service(s) including dependent components and infrastructure
• Accountable for the successful resolution of high, medium and low problems management records
• Contributes to technical incident bridges with internal staff and 3rd party suppliers.
• Collaborates with Workplace Technology SME’s to ensure that projects handed to Workplace are delivered in accordance with stated strategic and tactical objectives.
• Identifies opportunities to drive efficiency through Automation
• Contribute to the tracking and reporting against agreed service KPIs, SLA’s, Service Health and the contractual obligations of 3rd party Service Providers.
• Drive continuous technical improvement to the service ensuring Security and Architectural standards are adhered to.
• Maintains a high level of knowledge relating to the nominated service including roadmaps, pre-release features and the 2nd level impacts when considering implementation in the NAB environment.
• Maintains knowledge and understanding of the wider Workplace Technology portfolio and identifies opportunities to leverage complementary technologies to drive efficiency through effective consumption of existing toolsets.
• Contributes to the technical governance of service management processes including, incident, problem, change, configuration, capacity, continuity (DR), availability, asset, monitoring and alerting
• Asset lifecycle planning to ensure that the asset fits with the Groups standards and strategic direction
• Collaborate with 3rd party service providers, project services and service management to ensure high quality and successful transition of all service(s) changes
• Ensure adequate communication, knowledge sharing and issue resolution across delivery and support teams
• Stakeholder Management & management of stakeholder expectations
• Ensure appropriate data quality controls are in place across the portfolio
• Fulfil other tasks as assigned by your People Leader and/or authorized representative of NAB Vietnam from time to time.

KEY CHALLENGES:

• Providing technical support for a business-critical function ensuring service stability, resolution of incidents within SLA and driving efficiency within the service.
• Driving operational & technology change agenda to mature services in line with industry direction
• Ensuring service change and service transition is executed flawlessly

MANDATORY TECHNICAL SKILLS

• 3-5 years’ experience delivering technical support and development services to large scale enterprise deployments of macOS and Windows end-user platforms
• 3-5 year’s managing and administering large scale JAMF and Active Directory (physical and virtual) end-user environments for macOS and Windows.
• Experience implementing and managing Base Operating Environments (BOE) and SOE
• 5 years’ experience delivering Workplace services in an enterprise environment.
• Experience in JAMF and/or AD support and implementation
• Experience (2 years) experience in creation of scripts (PowerShell or other similar tech) to drive Automation opportunities
• Experience (2+ years) experience delivering service in an enterprise ITIL environment
• In-depth understanding of the security challenges in complex EUC environments
• Strong awareness and understanding of hardware, networks, software technologies and applications
• Relevant industry certifications desirable.
• Strong business communication and interpersonal skills
• Proven ability to remain flexible to deliver business outcomes
• Tertiary qualification in a Technology discipline or related field
• Proven experience in coordinating multiple stakeholders and 3rd parties to deliver successful outcomes in a time sensitive environment
• Knowledge and understanding of industry trends and technology

THE BENEFITS AND PERKS

We appreciate and reward our colleagues who do great work every day – from excelling for our customers, to taking ownership of an issue to get it resolved. Here’s how we support our people with a range of exclusive benefits.

1. Generous compensation and benefit package

• Attractive salary
• 20-day paid annual leave and 7-day paid sick leave
• 13th month salary and Annual Performance Bonus
• Premium healthcare for yourself and family members
• Monthly allowance for team activities
• Premium welcome kit and occasional gifts of appreciation
• Extra benefits on your work anniversary

2. Exciting career and development opportunities

• Large scale products with modern technologies in banking domain
• Clear roadmap for career advancement in both technical and leadership pathways
• Access to digital learning platform such as Udemy
• Consistent and high-quality leadership training through the Distinctive Leadership program (DLP)
• Specialist capabilities and accreditations in key skill areas such as Cloud Engineering, Digital, Data, Security and SREs (Site reliability engineers)
• Sponsored English course with native teachers
• Opportunity for training in Australia

3. Professional and engaging working environment

• Hybrid working model and excellent work-life balance
• State-of-the-art & modern Agile office
• Food and beverages in the office pantry
• Employee Assistance Program to improve your physical and mental health
• Annual team activities and company events
• A solid and talented team behind you – great people who love what they do

A DIVERSE AND INCLUSIVE WORKPLACE WORKS BETTER FOR EVERYONE

We know that our people make us who we are. That's why we have built a culture of respect – where everyone feels valued and appreciated for being their true authentic selves at NAB. With our focus on inclusion and diversity, and in partnership with our Employee Resource Groups, NAB is a place where First Nations colleagues, colleagues of all genders, sexualities and ages, carers and colleagues with disability, and colleagues from all cultures, races and religions have the opportunity to thrive, connect and grow.

We are intent on providing an environment where you can work your way. Ask about our many flexible work options and please let us know if we can provide any adjustments throughout the recruitment process.

CLOUD-FIRST

NAB is undergoing an exciting "Cloud First" technology transformation by taking advantage of the latest tools and techniques used by leading technology and digital companies globally. But it’s not just about the Tech, we are also investing heavily in our people, so if you have an appetite to learn, grow and elevate others around you, this is the place for you!

If this excites you, let's have a chat over a cup of coffee!

It's more than just a career at NAB!

We believe in people with people and dreams, and we want you to achieve your aspirations. More than just a career, NAB Vietnam offers you a flexibility to balance your work - life, the opportunity to grow as professionals, people and a complete set of well-being offerings. If you have an appetite to learn, grow and elevate others around you, this is the place for you.

IT'S MORE THAN MONEY

We naturally also provide a very competitive remuneration package but a career with us is about a lot more than money. We believe in people with ideas and dreams, and we want you to achieve your aspirations. We will work together to deliver exceptional products and outcomes that push the limits of our own aspirations. Our passion for creating value and exceeding our customers' expectations means we are constantly striving to redefine our standards of excellence. You will have our backing to develop and our encouragement to explore, realize and reach your full potential.

It's more than just a career at NAB!

We believe in people with people and dreams, and we want you to achieve your aspirations. More than just a career, NAB Vietnam offers you a flexibility to balance your work - life, the opportunity to grow as professionals, people and a complete set of well-being offerings. If you have an appetite to learn, grow and elevate others around you, this is the place for you.

 

IT'S MORE THAN MONEY

We naturally also provide a very competitive remuneration package but a career with us is about a lot more than money. We believe in people with ideas and dreams, and we want you to achieve your aspirations. We will work together to deliver exceptional products and outcomes that push the limits of our own aspirations. Our passion for creating value and exceeding our customers' expectations means we are constantly striving to redefine our standards of excellence. You will have our backing to develop and our encouragement to explore, realize and reach your full potential.