At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.
About the Role
We are looking for a proactive Analyst to join our Managed Services team. This role is ideal for someone who enjoys client interaction, problem-solving, and working with modern automation and cloud technologies. Experience in UiPath, Microsoft Power Platform, or Azure will be highly regarded. You will play a key role in supporting our clients by managing service tickets, ensuring timely resolution within SLAs, and building strong stakeholder relationships. This role is based onsite in Sydney with a hybrid working model.
Key Responsibilities
Service Ticket Management:
Monitor and respond to client tickets in ServiceNow promptly and within agreed SLAs.
Provide clear, professional updates and resolutions to clients via email and ticketing systems.
Client Engagement:
Build rapport with client stakeholders through effective communication and regular updates.
Conduct and participate in client-facing meetings to discuss ticket status, issues, and improvements.
Reporting & Metrics:
Prepare and deliver reports on ticket volumes, resolution times, and SLA compliance.
Collaboration & Upskilling:
Work closely with senior consultants and technical teams to resolve complex issues.
Stay open to learning and upskilling in Microsoft Power Platform, UiPath, Azure services, and data analytics.
What You Bring
Strong written and verbal communication skills with excellent email etiquette.
Ability to manage multiple tickets and priorities in a fast-paced environment.
Basic understanding of IT service management tools (e.g., ServiceNow).
Hands-on experience or working knowledge of automation platforms such as UiPath and/or Microsoft Power Platform, and exposure to Azure services.
Comfortable in client-facing situations and able to present updates confidently.
Must have 6 months - 1 year of RPA development experience.
Nice to Have
Knowledge of ITIL principles or service management best practices
About Innovior
Innovior is a digital transformation organisation that forms part of Probe Group’s portfolio of brands, specialising in enterprise-scale intelligent automation, AI implementation and advanced analytics.
About Probe Group
Probe Group is a global business of 19,000 team members. We believe in combining human expertise with technology to deliver exceptional results. We are a digitally-enabled and data-driven company, but first & foremost we are people-purpose led. Our team members are instrumental in delivering on our promise to provide a human touch to every interaction.
How to Apply?
Click on 'Apply Now'. Need adjustments for accessibility needs throughout our recruitment process - please let us know. We're happy to accommodate.
Probe Group firmly believes that the strength of our company lies with the diversity and talent of our people. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, making room for opportunities for each individual to thrive. Join us in celebrating you and your 100% authentic self!
Skills Required
- 6 months - 1 year of RPA development experience
- Hands-on experience or working knowledge of UiPath and/or Microsoft Power Platform
- Exposure to Azure services
- Basic understanding of IT service management tools (ServiceNow)
- Strong written and verbal communication skills and professional email etiquette
- Ability to manage multiple tickets and priorities in a fast-paced environment
- Comfortable in client-facing situations and able to present updates confidently
- Knowledge of ITIL principles or service management best practices
What We Do
At Probe CX, we help our clients become modern digital organisations. With a dedicated team of 19,000-plus staff across five countries, including Australia, New Zealand, the Philippines, the United States, and India, we create blueprints for delivering exceptional CX. We combine the latest technology with people, processes, and data, and provide businesses with complete end-to-end service for customer operations. In a world that has never been more competitive, Probe CX creates innovative, contemporary digital solutions with a human touch to help unlock trapped value and establish a foundation for service-led value creation that is socially responsible and sustainable. Having worked with clients across various industries, ranging from household names to ambitious start-ups, Probe CX is committed to helping organisations create environments for digitally-enabled CX to thrive
