Esri Australia is the leader in the Australian geospatial sector and is the national distributor for the world-leading ArcGIS platform.

We currently employ more than 230 of the country's brightest professionals from a range of disciplines, including business analytics, cartography, environmental science, software development and surveying.

Esri Australia is seeking an additional team member to provide technical level GIS support and training services to clients, ensuring that we deliver a user experience consistent with our client experience vision.  

About the Role 

Our managed services team members are providing technical level GIS support and training services to clients, ensuring that our contact with clients delivers a user experience consistent with our client experience vision. 

• Resolving system incidents and problems with minimal customer impact
• Maintaining Enterprise systems ensuring system performance 
• Providing high level client experiences aligned with contracted service deliverables
• Compliance with core business systems

Your responsibilities will include: 

• Understand our clients business needs and specific requirements.
• Monitor, operate and optimise their GIS Solutions to drive value.
• Assist clients using analytical and problem-solving skills to resolve their technical issues.
• Help clients create value by identifying, understanding, and articulating solutions for issues by means of relevant technical expertise including ArcGIS Enterprise, ArcGIS Online, and other related ArcGIS technologies.
• Collaborate with clients and work together to accomplish their goals by actively contributing to their on-going geospatial understanding, capabilities, and progress.
• Be proactive and reliable, staying engaged and interested in client’s business to deliver value to their GIS investment.
• Implement continuous improvement strategies to both - internal processes and client systems.
• Provide a high level of service to our clients and adhere to our strict SLAs for response and restoration times.
• Utilise Support System to maintain accurate documentation relating to incidents, problems, and changes.
• Participate and lead post incident review process, identifying root causes and fixes/preventions for high priority incidents.
• Maintain knowledge of current trends in Esri technology and applications and attain certification in the required Esri disciplines.
• Maintain a knowledge base of the clients’ environment, supported customisations and common issues, ensuring that the documentation is accurate and of a high quality.

About You

• A Bachelor’s degree OR relevant professional experience in the associated business disciplines (Computer Science, Information Technology, Geography, Geospatial Science, Remote Sensing and/or Surveying).
• Experience is application service delivery and supporting complex enterprise systems (Tier 2 or 3 Support).
• Excellent customer service.
• Demonstrated fault diagnosis and problem-solving skills.
• Strong written and oral communication skills including the ability to establish relationships, facilitate meetings/presentations, consult and influence both business and non-technical audience.
• Ability to manage multiple assignments simultaneously while meeting deadlines and quality standards.
• Keen interest and ability to work collaboratively as part of a team.
• Personality/behaviour aligns with Esri Australia’s core values.
• Working rights - You must hold current permanent and full-time working rights in Australia.
• Willingness to travel for periods of up to five days on a regular ongoing basis (post pandemic restrictions).
• Provide rostered on-call support as requested. 
• Work outside normal office hours as needed to complete systems maintenance.

The following skills and experience also are desirable

• Experience using, and a passion for geospatial technologies in particular; ArcGIS for Enterprise, ArcGIS Online, and other related ArcGIS technologies.
• Knowledge and experience using AWS or similar hosted environments.
• Understanding and experience with web development.
• Knowledge and skills in geodatabases and/or Oracle or SQL Server skills/experience.
• Knowledge of python or relevant development skills/experience.

For further details or if you have any questions, please contact Tibo Torche, National Recruitment Lead on 07 3218 0448 or mail to ttorche@esriaustralia.com.au. 

We are a 2021 Circle Back Initiative Employer – we commit to respond to every applicant.

Please note that Esri Australia does not accept unsolicited resumes from recruiters or employment agencies.

In the event, a recruiter or agency submits a resume or candidate without a current formal agreement in place we shall explicitly reserve the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency.