City FM Australia (City) provides world-leading facilities management and engineering solutions that deliver safe, successful and sustainable outcomes for our partners. Our technology platforms and digital initiatives underpin our service delivery and help us continually improve how we work.
THE OPPORTUNITYThis role combines SaaS application support and operations with enterprise delivery and continuous improvement. You will work closely with business stakeholders, vendors and internal IT teams to support, improve and implement applications that deliver measurable business value, operational efficiency and a seamless digital customer experience.
The role provides an opportunity to contribute across the full application lifecycle, from requirements and vendor evaluation through configuration, testing, governance and ongoing improvement.
KEY RESPONSIBILITIES- Take ownership of incidents, problems and service requests, triaging, prioritising and resolving them in line with agreed service levels.
- Work with vendors, business stakeholders and internal IT teams to diagnose issues, coordinate fixes and prevent recurring problems.
- Monitor application availability and performance, maintain support documentation and CMDB records, and support access reviews, vendor assessments and application governance activities.
- Contribute to enterprise application initiatives and prioritised Change Requests, taking ownership of assigned work packages.
- Gather, analyse and document business and technical requirements, including user stories, use cases and acceptance criteria.
- Configure and test solutions, coordinate UAT, complete solution documentation and support the transition of delivered changes into BAU.
- Support the evaluation and implementation of new SaaS applications, including vendor selection and governance activities.
- Contribute to application roadmaps, backlogs and continuous improvement plans by identifying opportunities for consolidation, automation and digitisation.
- University degree in Computer Science, Information Systems or a related discipline.
- Minimum 5 years’ experience in an application operations or support role across a mix of off-the-shelf and governed SaaS applications.
- Experience working with vendors and business stakeholders to resolve issues, deliver changes and clarify requirements.
- Experience in requirements analysis and documentation, including user stories and acceptance criteria, and supporting UAT.
- Experience contributing to or leading vendor selection and vendor governance.
- Strong analytical and problem-solving skills with high attention to detail.
- Strong written and verbal communication skills, with the ability to engage technical and business audiences and build effective stakeholder relationships.
- ITIL exposure and experience using Service Desk software.
- Exposure to developing business solutions, application workflows and processes using Microsoft Power Platform or Azure Integration Services.
- Exposure to data visualisation tools such as Power BI.
- Competitive salary
- Career progression
- Hybrid working model
- Supportive team within a growing organisation
If you would like to be part of a growing Australian Facilities Management business and help shape and improve the applications that support our operations, we would love to hear from you.
City is an Equal Opportunity Employer who supports and encourages the diverse needs of each individual Team Member.
City does not accept unsolicited resume referrals from Recruitment Agencies and will not pay placement fees relating to unsolicited referrals.
Skills Required
- University degree in Computer Science, Information Systems, or a related discipline
- Minimum 5 years of experience in application operations or support involving off-the-shelf and governed SaaS applications
- Experience working with vendors and business stakeholders to resolve issues, deliver changes, and clarify requirements
- Experience in requirements analysis and documentation, including user stories and acceptance criteria
- Experience supporting user acceptance testing
- Experience contributing to or leading vendor selection and vendor governance
- Strong analytical and problem-solving skills with high attention to detail
- Strong written and verbal communication skills and ability to engage technical and business audiences
- ITIL exposure
- Experience using service desk software
- Exposure to developing business solutions, application workflows, and processes using Microsoft Power Platform or Azure Integration Services
- Exposure to data visualization tools such as Power BI
What We Do
City Facilities Management (US) LLC provides end-to-end integrated facilities management for major retailers and grocery businesses across the United States. Its self-performance teams include skilled technicians, customer-service specialists, energy experts, and other professionals. City FM uses a holistic, data-driven approach to deliver service quality and cost savings, while helping clients improve efficiency, reduce operating costs, and maintain operational excellence across their facilities.
