Roles and Responsibilities
Overall Purpose of Role:
Provide Level 3 support for the CAMM2 application.
Perform Problem Investigation / Patch Development activities for Application related problems/patches as required.
Main Activities / Tasks:
Team member general responsibilities are noted below:
Provide 3rd Level Service Desk (back-end) support for the CAMM2 Application. This includes responding in a timely manner to the incoming incidents/service requests (i.e. ensuring all SLAs are met).
Undertake root cause analysis of issues raised via service desk requests.
Occasionally help the Patch Team perform Development activities for Application related problems within the application (i.e. analyse, design, develop and test small scale fixes/enhancement according to requirements, creating the relevant documentation in the process). This must be done with focus on correcting known issues.
Comply with internal support processes and procedures and advice on the enhancement of these if found to be lacking.
Fulfil roster requirements as part of the Level 3 CAMM2 Support Team, such as Early and Late shifts as well as On-Call (i.e 24 hour) support.
Independently plan and manage assigned tasks, reporting issues and status to the Team Lead.
Team member detailed responsibilities:
Level 3 Support Activities
Provide Level 3 CAMM2 support for incidents/Service requests assigned to the Applications Team within CAMM2.
Perform detailed investigation / root cause analysis into service requests raised by the Service Desk on behalf of the users when required.
Provide Level 3 CAMM2 support at rostered shift times (Early Shift, Late Shift, On-Call).
Provide Level 3 CAMM2 support when rostered on-call.
Help the client and other teams within the project with Application related queries whenever required.
Creation and Maintenance of Templates, Processes and Procedures used to carry out the day to day support activities within the project. Advice on the enhancement of these if found to be lacking.
May occasionally need to help the Patch Team in the creation, analysis and design documents for application related problem fixes as part of a patch release.
Perform build and test of these changes, complying with test documentation standards and procedures.
Follow release management and programming standards.
Plan/Managing Tasks, Accenture Reporting
Maintain Weekly status reports
Comply with Accenture reporting requirements (e.g. PWA, myT&E).
Other Features of the Role: (e.g., traveling, working conditions, shift hours, etc.)
Must hold Australian citizenship and must not hold current US citizenship or a US Green Card.
Must possess or be able to obtain a Defence Security Clearance to NVL1 level (i.e. must be an Australian citizen with at least 10 years residency)
Must be ITIL Certified (or be willing to attend an ITIL course after commencement of role).
Must be prepared to work overtime, when the workload requires it.
Must participate in the On-call support roster and Early/Late Shift roster for out of hours incidents.
Accountability / Scope
Complete assigned tasks within agreed timeframes.
Follow Defence and Accenture security individual responsibilities.
People / Knowledge
Good communication skills (both written and verbal)
Good analytical skills. Ability to identify possible issues with the application and suggest possible solutions.
Ability to understand functional and technical specifications of the custom built CAMM2 application.
Share knowledge with other Accenture staff to improve their knowledge and understanding of the CAMM2 environment.
Identify areas for improvement in the processes and procedures used.
Target Proficiency Level
Trained - 3+ months
Novice - 1+ year
Proficient - 2+ years
Advanced - 4+ years in multiple roles or contexts
Expert - 5+ years in multiple roles or contexts.
Communications – verbal and written
Service Management / Incident Management
Specific Technical Skills
COBOL / C / VBA Programming / Scripting (at least one of)
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