Innovior is a leading boutique Digital Transformation consultancy.
We began as a specialist in Intelligent Automation and quickly expanded our services to include Salesforce, ServiceNow, Anaplan, Data, Cloud and Managed Services.
This strategic shift enabled us to offer our clients a comprehensive suite of bespoke solutions for their digital transformation initiatives.
Since our inception in 2016, our team has expanded to include 140 dedicated professionals based in Sydney, Melbourne, India, and the Philippines. Our expertise spans Management Consulting, Experience Design, Supply Chain Optimisation, Workforce Planning, and Data & AI.
Leveraging innovative technologies, we help clients optimise their operations, enhance customer experiences, and maintain a competitive edge. Our client-centric approach, coupled with deep industry knowledge, allows us to deliver tailored solutions that drive meaningful outcomes and fuel success.
Join our passionate team and be part of our exciting growth journey at Innovior, and help us shape the future of digital transformation!
Your New Role
The Graduate Consultant (Integrated Operations - IOPS) reports to the Manager - Integrated Operations at Innovior and is an Integral member of the managed services team within the Engineering Management squad. IOPS consultants are Innovior's representatives for the clients day-to-day service operations, managing technology incidents and service requests including proactive health checks, backups and restores, DevOps oversight and platform operations across the ITSM tool and cloud based omnichannel front door engagement.
We are looking for someone with strong academic qualification in Computer Science or similar who is looking for an entry-level IT position. In this role you will be multitasking across technologies that Innovior leverages for digital transformation projects and can drive exceptional operational experience for Innovior's clients, post-handover to BAU.
Objectives of this role:
- Perfective Maintenance - An Integrated Operations Consultant is responsible for assisting the customers' concerns regarding the technology solution and services through proactive maintenance of the solution platform and underlying infrastructure. Our IOPs consultants conduct preventive maintenance, upgrade systems to boost optimal performance, create product manuals, record the occurring issues, perform adjustments on the systems infrastructure.
- Customer Issue Triaging and First call Resolution
- Diagnose and troubleshoot technical issues based on the solution stack including account setup and minor configuration Issues based on runbooks.
- Ability to Identify a preliminary plan of action to restore services and minimize production Impact.
- Use the ServiceNow platform to manage caseload.
- Track Incidents and service requests through to resolution, within agreed service level commitments.
- Be an effective communicator and ability to multi-task in an omnichannel engagement via phone, email and portal.
- Timely escalation of unresolved issues to orchestration / SWAT specialists (e.g. salesforce, Automation, Data & Analytics, ServiceNow etc.)
- Maintain an effective knowledge management system and ensuring KB articles are available for quicker resolution.
- Maintain case hygiene, regular updates (internal teams and external clients) and timely resolution and closure Is followed based on agreed processes.
- Prepare accurate and timely daily reports for case hygiene.
- Document technical knowledge in the form of runbooks, service operations procedures and service management manuals.
- Roster based After-hours support flexibility - Be flexible, committed, and passionate about business hours support as well as after-hours roster-based support arrangements for our clients that required 24x7 service for higher priority Issues.
Key skills to be successful at this role:
- Relevant tertiary qualifications in Computer Science or related field (completed or on-going).
- Knowledge of support tooling such as ITSM (ServiceNow or any equivalent) will be highly regarded.
- Knowledge of or training in Cloud Computing, Salesforce, or Intelligent Automation will be an added advantage.
- Knowledge or interest in the IT managed services industry.
- Experience in a customer service role.
- Desire to work in IT consulting.
- Excellent communication skills and a passion for learning new skills.
- Passion for emerging technologies.
Why join us?
- You'll be joining a business in scale up mode, having experienced 342% growth in the last 4 years.
- We are market leaders across our focus capabilities of Intelligent Automation, Salesforce, Data & AI, Cloud, ServiceNow, Managed Services and Management Consulting.
- You'll be joining a friendly and collaborative team, who thrive in fast-paced environments and love solving problems together.
- We work with blue chip clients and some of the biggest brands in the Australian market!
Join Our Team: At Innovior, we foster a vibrant and inclusive work environment where creativity, collaboration, and innovation thrive.
Fuel Your Ambitions - In our fast-paced environment, we provide you with the latest technology and tools to fuel your ambitions. From state-of-the-art software to cutting-edge hardware, we equip you with the resources you need to excel.
Embrace the Team Spirit - We foster a strong sense of camaraderie and collaboration. We believe in the collective power of our team and actively support each other to achieve greatness. Together, we can conquer any challenge.
Your Success is Our Priority - We invest in your growth and development through tailored training programs, mentorship opportunities, and ongoing support. We are dedicated to helping you reach new heights in your career.
Join a Community of Innovators - Become part of our vibrant community, where creativity thrives, and ideas come to life. Surround yourself with like-minded individuals who share your passion for technology and making a difference in the world.
Apply Now!
Want to be part of our exciting story? Apply at the link and connect with us for a discussion around the opportunities at Innovior for you. Like the sound of Innovior but not sure this role is right for you, apply anyway and our team will contact you about other relevant opportunities.
PS - Culture Amp has shared that research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized groups tend to only apply when they check every box. So if you think you have what it takes, but don't necessarily meet every single point on the job description, please do still get in touch. We'd love to chat and see if we can partner on the next chapter of your career.
Top Skills
What We Do
Business consultants with a passion for innovative technology. We specialise in solving complex business problems by combining the ingenuity of human intelligence with the robustness of artificial intelligence. A Probe CX company, Innovior works with cutting-edge technology to drive deep business transformation and deliver commercial value. Our consultants are experts in both business operations and business technology: employing techniques and methods from Lean Six Sigma and fields such as statistical mathematics, computer science, data science, engineering and finance. Our expertise in technology allows us to not only provide a strategic approach to business problems but to actually execute the solution and prove its value again and again. The combined approach we use makes Innovior a valuable strategic and delivery partner who can help you get the most out of your business.
