About Us:
IDP Education Limited is an ASX listed company that is 50% owned by 38 Australian universities and headquartered in Melbourne, Australia. IDP’s core business lines include student placement to Australia, US, UK, Canada and New Zealand institutions, English-language testing and training.

We are setting out to be the world’s leading platform and connected international student community through building tons of new products to put our customers at the heart of everything we do.

For over 50 years our global network of 93 offices has been helping students to achieve their goals through studying abroad. By pursuing a global education at the beginning of their careers, we help them experience life-changing opportunities. For more than 5,000 employees in more than 50 countries, IDP Education is a specialist employer of choice in major cities across the globe.

If you share our passion in helping people to pursue their dreams through education and thrive in an innovative agile digital culture then come and join us as we undergo our digital revolution.

Position Purpose

IDP Student Placement – Monitoring is critical to the success of the cloud deployment. This role will be expected monitor Integration tools, Dashboard monitoring, and take an active role raising opportunities for automations to address recurring issues/problems. You will be issuing statistics and metrics and be expected to provide analysis and insights into monitoring and Service Desk tickets to identify underlying problems and opportunities. You maintain data integrity and confidential is maintained within IDP maintained systems, tools and adhere to the standard set of processes.

Responsibility

Manage Integration Level 2 Service Provider queue in ServiceNow within agreed SLA’s.

Maintain an understanding of the integration and API landscape, and work with the Data/Business Analyst and technical team to ensure it is documented for supportability

Troubleshoot issues and work with other Service Provider Groups

Take ownership IBM Sterling, Sumo Logic & related Integration tool dashboard – ensure it is maintained, and monitored to provide proactive support

Create and maintain problems and solutions in the Knowledge database

Coordinate and finalize RCAs for major incidents

Perform data management activities that includes but not limited to data import, data export and data update of any IDP maintained systems / tools / processes

Document findings and recommendations and communicate effectively though both verbal and written channels

Prepare accurate data files for distribution using secured transferrable channels

Conduct periodic data analysis, perform RCA for any targets missed and customer escalation

Ensure all new developments are onboarded into the IDP Support framework

Provides off hours (on-call) support as it relates to IT functional area.

Relationships

Internal

Student Placement Counsellors, Clients relations

Student Placement Operations team

Student placement Technical & Development teams

Service Desk team

Digital Campus team

External

Third party vendors, partners, and suppliers

Personal Specification

Essential Requirements

Bachelor’s degree or relevant professional in computer science application, computer systems analysis, or a related field.

Minimum of 1 year of experience working on business data analysis

Problem-solving skills – the ability to recognize patterns, structure and articulate problems and drive solutions through to fruition.

Able to clearly articulate and their solutions in a knowledge base to consistently improve service outcomes

Ability to effectively articulate data, data flows challenges and solution across integrated platform

Supporting customers around the globe and willing to work in shift hours (flexibility)

Personal profile: analytical, inquisitive, service and team-oriented, friendly demeanour adopter.

Desirable Requirements

Experience working on any Cloud based applications, integrations, and standard Business Analytics tools

Working on Integration support positive, but not mandatory

Working with the ITIL framework