Imagine a workplace where your efforts directly shape the future of the vibrant community that is Rotorua. Te Kaunihera o nga Roto o Rotorua | Rotorua Lakes Council offers you that opportunity and more. With a team of nearly 400 staff, we're the driving force behind transformative projects like the revitalisation of the Rotorua Aquatic Centre and were hosts to the first NRL Indigenous All Stars games in Aotearoa. After a fulfilling day at mahi, soak in our abundance of geothermal pools, explore the mesmerising ngawha (geysers), and conquer world-famous mountain biking trails. As we stand firmly committed to biculturalism and collaboration with Te Arawa, our local iwi, your appreciation for Maori values, te reo, and tikanga Maori will flourish. Join us and shape your career in an environment where innovation meets tradition. About this role To assist and embed application initiatives which may include new solutions, upgrades, patches and/or improvements. Ensure business users understand the functionality of the solution and provide the necessary training and advice. Provide problem and priority incident management, offering first-level advice and service to staff, managing requests and troubleshooting incidents to resolve or escalate where necessary. Skills and experience Experience transferring skills to colleagues including end users. Applying information systems knowledge with the ability to assist users in resolving their own problems with applications and systems. Ability to adapt to rapidly changing technological developments. Proven relevant industry experience. Key Responsibilities Meeting service request and incident management call resolution expectations (ITIL). Maintaining service request and incident records (SDP ManageEngine, JIRA). Being a voice for customers ensuring that problems, issues, requests, and enhancements are prioritised and aligned to business outcomes. Supporting users in the use of applications by providing necessary training and advice. Allocating more complex calls to the relevant IS support teams. Proactively sharing knowledge within the team and with clients on calls through the call management process and the maintenance of documentation. Ensuring documentation about the operation and configuration of new systems and applications is accurate and complete. Administering core application software (OneCouncil). Applying problem and priority incident management processes and procedures to analyse, identify root causes, workarounds, business communication, and testing to resolve and return systems to an operating state. Actively participating and contributing to projects, sharing best practice knowledge, system and process expertise to assist in the delivery of quality project outcomes and ongoing support and BAU processes are in place. Providing organisational communications on the status of outages or known issues, impact, and expected resolution. Actively participating, complying, and engaging in all health & safety activities, policies, and practices including Civil Defence. Te Kaunihera o nga Roto o Rotorua (Rotorua Lakes Council) is committed to working in partnership with Te Arawa, our local iwi. We aspire to being a bicultural organisation, and we value staff who speak te reo Maori, have an appreciation of Maori values, and a working knowledge of tikanga Maori. Sound like you? Click on the link to apply today! #J-18808-Ljbffr