Job Description

Who are we?

Humanforceʼs vision is to make work easier and life better for frontline and flexible workforces.

Humanforce provides the market leading, best-in-one human capital management (HCM) suite for frontline and flexible workforces - without compromise. Our employee centered, intelligent and compliant HCM suite is highly integrated and composable, and consists of Workforce Management (WFM), HR, Talent, Payroll, and Wellbeing.

Humanforce has built strong foundations since its founding in 2002. We help over 2300 customers and almost 1 million employees under management in 30+ countries, across a wide range of industries, including aged, child and health care; education; hospitality; retail; local government and more. Today, we have offices across Australia, New Zealand, United Kingdom, North America and the Philippines.

Customers choose Humanforce because we enable them to deliver an exceptional employee experience, build a compelling employee value proposition, and connect the flow of the worlds talent with the growth, productivity and efficiency objectives of frontline and flexible workforces.

Who you are?

You’re a proactive, customer-focused Systems Administrator who combines strong technical capability with curiosity, initiative and an AI-first mindset.

You enjoy solving problems, but you don’t simply close tickets. You look for the underlying cause, identify patterns and ask, “How can we prevent this from happening again, automate it, or make the experience better?”

You’re comfortable working across a modern SaaS and cloud technology environment and understand that great IT Operations is as much about people and service as it is about technology. You communicate clearly, take ownership of issues and work collaboratively with people of varying levels of technical knowledge.

You embrace AI and automation as everyday tools. You actively look for opportunities to use AI to improve troubleshooting, knowledge management, service delivery, administration and operational efficiency, while applying appropriate security, privacy and governance controls.

You understand and apply ITIL and IT Service Management (ITSM) principles pragmatically — using them to create reliable, measurable and continuously improving services rather than simply following process for process’s sake.

You’ll be part of a collaborative Internal IT function focused on delivering secure, reliable and frictionless technology experiences for our people.

What You'll Do

Deliver exceptional IT support and customer experience

• Provide responsive, professional and empathetic technical support to employees across our global organisation.
• Own incidents and service requests from initial contact through to resolution, keeping users informed throughout the lifecycle of their request.
• Triage, prioritise, investigate and resolve requests through Jira Service Management in accordance with agreed service levels and ITSM practices.
• Translate technical issues into clear, user-friendly language appropriate to the audience.
• Take ownership of complex or ambiguous problems and coordinate with internal teams, vendors and technology partners where required.
• Look beyond the immediate technical fix to understand the user’s underlying need and deliver an effective customer outcome.

Apply ITIL and ITSM best practices

• Support Incident, Request, Problem, Change and Knowledge Management processes using Jira Service Management.
• Ensure incidents and requests are accurately categorised, prioritised, documented and resolved in accordance with agreed service levels.
• Participate in Change Management activities to ensure changes are appropriately assessed, tested, communicated and implemented.
• Build and maintain high-quality knowledge articles, operational procedures and support documentation.

Champion an AI-first approach to IT Operations

• Use approved AI tools as part of everyday work to accelerate troubleshooting, research, documentation, analysis and service delivery.
• Identify repetitive, manual or high-volume activities that can be simplified or automated using AI, workflow automation, APIs or platform capabilities.

Administer and improve our technology ecosystem

• Configure, administer, monitor and maintain internal business systems, SaaS platforms, endpoints and supporting technology.
• Administer key operational platforms including Jira Service Management, Zendesk and other enterprise applications.
• Manage user identities, access permissions, licensing and software assets throughout the employee lifecycle.

What We're Looking For

• 3+ years’ experience in Systems Administration, IT Operations, Service Desk or a similar technical role within a multi-site or scaling organisation.
• Strong troubleshooting skills across modern workplace technology environments.
• Experience administering Windows and macOS environments, identity and access management, endpoint management and SaaS applications.
• Experience with Microsoft technologies, Active Directory / Entra ID and modern endpoint management platforms.
• Experience administering or supporting Jira Service Management, Zendesk or comparable service management platforms.
• Understanding of networking, authentication, permissions, integrations and common enterprise technology concepts.
• Experience managing user identities, access controls, software licensing and technology assets.
• Ability to investigate unfamiliar technical problems using structured troubleshooting and root-cause analysis.
• Practical understanding of ITIL / ITSM principles and their application within an operational environment.
• Experience working with Incident, Request, Problem, Change and Knowledge Management processes.
• ITIL Foundation certification is desirable, but practical application of ITIL principles is more important.
• Demonstrated curiosity and enthusiasm for AI, automation and emerging technologies.

Our values

• We are bold
• We are all in
• We are customer obsessed
• We do what we say
• We are good humans

Benefits

• A remove first working environment
• The opportunity to be part of a fast-growing tech company
• A focus on development with access to Go1 learning
• Paid parental leave and Quarterly Wellbeing Days
• Employee talent referral scheme (know great people, be rewarded)
• A fun and friendly culture working with passionate and talented people
• A work environment where you can genuinely improve the world of work!

We are a diverse and dispersed organisation and are actively looking to grow our team with individuals from all diverse backgrounds. We encourage applicants from all backgrounds, cultures, ages, genders, neurodiversity, religions, sexual orientations, and experiences to apply.