Service Delivery Analyst
Job Description
The AFL is committed to promoting and protecting the safety and wellbeing of children and young people in our care. Please note, we undertake several screening processes to ensure this commitment is upheld, this includes ensuring the successful candidate to this position holds a valid employee Working with Children/ Vulnerable People check and a satisfactory criminal history record check.
We are an Equal Opportunity employer and firmly believe that diversity and inclusion is an important part of both the AFL and the communities in which we operate. Our game is for everyone, and we strive to be a workplace for everyone.
Aboriginal and Torres Strait Islander peoples are encouraged to apply.
About The Role
The Service Delivery team provides the first point of contact for technical support to AFL and Marvel Stadium stakeholders.
The super-motivated person will have a thorough understanding of Windows and Mac Desktop and Windows Server environments, as well as Mobile Device Management and Remote Monitoring and Management (RMM) applications. This person is ultra-focused on customers, has amazing interpersonal skills and a proven level of customer support capability and a strong ability and desire to learn and adapt as the business grows and our technologies change.
The role covers technical support and project delivery, to all users within the AFL Industry, Marvel Stadium, Clubs, State and Regional offices. Throughout the year, there is a rostered on-call service divided amongst the team, and quarterly interstate travel to state head office sites.
Please note this is a max-term position until 27 February 2026.
OUR IDEAL TEAM MEMBER
Core Competencies
- Communicate with staff and management as a trusted voice from AFL technology. Has the ability to build strong relationships at all levels within the business and is extremely client driven
- Can own, run and resolve problems even when unexpected hurdles arise and deliver results
- Can take responsibility for and manage projects/initiatives through to completion as part of wider team goals
- Ensuring accuracy and thoroughness in troubleshooting, documentation and communication.
- Strong troubleshooting skills with a solid understanding of IT systems, networking, hardware and software with the ability to assess issues and determine effective solutions, escalating where required.
- Provide assistance and guidance to team members using various communication channels, including in-person support, phone calls and email.
Mandatory
- 2+ years’ experience supporting large enterprise technology environments
- Demonstrated experience in delivering support services in an ITIL-orientated team
- Amazing interpersonal skills. A strong customer focus and a proven level of customer support
- Has expertise across a broad range of systems including Microsoft Windows, Mac OS X, Office 365 (with strong emphasis on MS Teams and SharePoint), Cisco Webex, File and Print server, MDM, user access management and MFA
- Strong initiative and sound judgement in resolving technical problems
- Excellent troubleshooting skills
- Meets deadlines and manage conflicting priorities
- Be available to provide after hours and public holiday support based on the on-call roster
Desirable
- ITIL foundations certificate
- Experience using an IT ticketing management system
OUR CULTURE
Please visit www.afl.com.au/careers/our-organisation
THE PERKS
- Play The Day Your Way – a flexible approach to your working life
- My Development – lean into the AFL’s My Development program consisting of on-the-job training, coaching and mentoring, and formal learning
- Play Well – access to our extensive Health and Wellbeing program centered around our belief in a healthy body, healthy mind, and healthy workplace
- My Benefits – with thanks to our AFL Corporate Partners, access great benefits and discounts
Applications Close: 7 February 2025