Service Delivery Analyst

ABOUT US

As an organisation, the AFL works tirelessly in all states and at all levels to enhance and grow the game – from grassroots to elite. Together, we put on the game, deliver important events, communicate with our fans, run community programs, develop coaches and umpires, collaborate with partners, delight members, support clubs and so much more. While our roles may vary, we are all united by a common goal, to progress the game for everyone to love and connect with Australia’s game.

The AFL is committed to promoting and protecting the safety and wellbeing of children and young people in our care. Please note, we undertake several screening processes to ensure this commitment is upheld, this includes ensuring the successful candidate to this position holds a valid employee Working with Children/ Vulnerable People check and a satisfactory criminal history record check.

We are an Equal Opportunity employer and firmly believe that diversity and inclusion is an important part of both the AFL and the communities in which we operate. Our game is for everyone, and we strive to be a workplace for everyone.

Aboriginal and Torres Strait Islander peoples are encouraged to apply.

ABOUT THE ROLE – approximate 10 month fixed term

This role as part of the Service Delivery team is the first point of contact for technical support to AFL and Marvel Stadium stakeholders. The role covers technical support and project delivery, to all users within the AFL Industry, Marvel Stadium, Clubs, State and Regional offices.

You will support;

• Troubleshooting of phone, computer, printing, network, and email issues under direction from more senior helpdesk staff
• Administration of key AFL Technology processes – including asset management and acquisition
• User account management (supported by documentation), including;
  • On/off-boarding of users.
  • Multifactor authentication configuration and support (Okta).
  • Permissions and approvals.
• Frequent reviews of service statistics to identify trends as part of root cause analysis and continual service improvement.
• A rostered on-call service divided amongst the team.

The solutions focused person stepping into this role will have a thorough understanding of Windows and Mac Desktop and Windows Server environments, as well as Mobile Device Management and Remote Monitoring and Management (RMM) applications. This person is ultra-focussed on customers, has amazing interpersonal skills and a proven level of customer support capability and a strong ability and desire to learn and adapt as the business grows and our technologies change.

OUR IDEAL TEAM MEMBER

Core Competencies:

• Communication Skills: Communicate with staff and management as a trusted voice from AFL technology. Has the ability to build strong relationships at all levels within the business and is extremely client driven
• Persistence: Can own, run and resolve problems even when unexpected hurdles arise and deliver results
• Responsibility: Can take responsibility for and manage projects/initiatives through to completion as part of wider team goals
• Detail-Oriented: Ensuring accuracy and thoroughness in troubleshooting, documentation and communication.
• Technical Proficiency: Strong troubleshooting skills with a solid understanding of IT systems, networking, hardware and software with the ability to assess issues and determine effective solutions, escalating where required.
• Customer Support: Provide assistance and guidance to team members using various communication channels, including in-person support, phone calls and email.

Mandatory:

• 2+ years’ experience supporting large enterprise technology environments
• Demonstrated experience in delivering support services in an ITIL-orientated team
• Amazing interpersonal skills. A strong customer focus and a proven level of customer support
• Has expertise across a broad range of systems including Microsoft Windows, Mac OS X, Office 365 (with strong emphasis on MS Teams and SharePoint), Cisco Webex, File and Print server, MDM, user access management and MFA
• Strong initiative and sound judgement in resolving technical problems
• Excellent troubleshooting skills
• Meets deadlines and manage conflicting priorities
• Be available to provide after hours and public holiday support based on the on-call roster

Desired:

• ITIL foundations certificate
• Experience using an IT ticketing management system

OUR CULTURE

Please visit www.afl.com.au/careers/our-organisation

Applications Close: 21 June 2025