Join Us at Arrow Energy
Arrow Energy is a Queensland-based producer of natural gas and electricity to power homes, business, and industries.
Arrow proudly contributes to areas where we work and we offer exciting career opportunities in a dynamic environment where you will be supported to develop and innovate.
We are an inclusive workplace which values diversity because we believe it leads to better outcomes, including more innovative solutions.
Join us as we go further to help power society, support communities, and help drive a cleaner energy future.
The Opportunity: Reporting to the ICT Technology Services Manager, purpose of the role is to own, manage, and assure the performance, experience, and lifecycle of end-user and workplace technology services, including Service Desk, end-user support, and user-facing service delivery, integrating vendor and internal service contributions to deliver reliable, secure, and user-centric outcomes aligned to business expectations and effective operations.
- Salary + Super + incentive scheme + employee benefits
- Brisbane, Australia
- Flexible hybrid WFH / Office arrangement
This is a Brisbane based position and will require occasional travel to our field operations as required, with plenty of notice.
In addition, as a User Experience & Support Service Owner you will:
- Act as contract holder for end-user and workplace vendors, integrating multi vendor delivery to achieve end-to-end service outcomes, ensuring services meet current and future business needs across corporate and field environments and maintaining Business Impact Assessments (BIAs).
- Own end-user computing and workplace technologies, including device lifecycle management (laptops, mobile, rugged devices), collaboration platforms and workplace solutions (e.g. meeting room AV and conferencing).
- Drive service transition and continual improvement, ensuring effective handover from projects to operations, coordination across site and Brisbane, and embedding ITIL-based continuous service improvement (CSI) practices.
- Ensure security, compliance, and service performance, including endpoint security, device compliance, secure use of collaboration tools and defining, monitoring and improving SLA/XLA metrics to deliver measurable business value and user experience outcomes.
- Demonstrate a personal commitment to consistently role model Arrow’s values, code of conduct, safety and the environment.
- Establish positive and productive working relationships with key stakeholders.
- Model inclusive behaviours to create a safe environment where different views and perspectives are encouraged and valued.
About You:
- Qualifications: University degree or Other Professional Qualification or University degree in Computer or Information Technology related disciplines.
- Experience in ICT operations, with a focus on end-user and service delivery environments Proven experience required.
- ITIL Foundation V4.
- Demonstrated experience managing end-user and workplace technology services, including Service Desk, endpoint computing, and collaboration platforms.
- Experience working client-side in a multi-vendor outsourced ICT environment, managing supplier agreements, service performance, SLAs/XLAs, escalation handling, and continuous service improvement
- Strong focus on user experience and service outcomes, including defining and managing user-centric performance measures (e.g. satisfaction, adoption, usability)
- Experience in implementing or managing Experience Level Agreements (XLAs).
- Experience delivering IT services within oil & gas, energy, or other 24/7 operational environments.
Explore What Our Culture and Benefits Can Offer
At Arrow, everyone belongs. We have a high-performance culture that celebrates diversity and inclusivity, as one of our key foundations. We believe that enabling people to bring their whole selves to work creates a thriving and successful culture. We aspire to create a workplace that reflects the diversity of our communities, that utilises and develops the full potential of all our people.
With a high-performance culture, we are proud to reward quality work. Some of our benefits and rewards that we offer:
- An attractive remuneration package.
- Annual incentive scheme based on company & individual performance.
- Employee Benefits Program - $3000 per year to cover insurances/electricity rebates.
- Flexible, hybrid working arrangements
- Bonus 5 days annual leave awarded at 5-year anniversary.
- Ongoing learning and professional development opportunities.
- Novated leasing, corporate discount programs, lifestyle benefit, specialist health care service access, annual flu shot & skin check and Employee Assistance Program.
- Gender neutral leave policies, including paid primary and secondary carers’ leave.
- Relocation and regional benefits
If you’re excited about this role however don’t meet all the criteria, we would still love to hear from you anyway. You may be the perfect candidate for this role or future roles with Arrow Energy.
We are committed to building and maintaining a diverse and inclusive workplace and genuinely encourage applications from all genders and Aboriginal and Torres Strait Islander candidates.
All applications will be considered with utmost confidentiality.
One Arrow, One Team.
