POSITION DESCRIPTION ORCID Technical Support Analyst/Coordinator

Transcription

1 Position Title: Closes: Salary Range/Classification: Term: Contact: TBC TBC 3 year Fixed-term Terry Smith, AAF Technical Manager [email protected] ( ) Open to: The position is also open to staff applying on a secondment basis (subject to the approval of their institution). This position is only open to Australian citizens and residents who have approval to work in Australia. Organisational Context The Australian Access Federation (AAF) is an incorporated entity that was established to provide a National Identity Federation to facilitate electronic communications and collaboration within and between universities and research institutions in Australia and overseas. The AAF provides access to over 1 million end-users and has a subscription base drawn from Australian higher education institutions and research organisations such as the Commonwealth Scientific & Industrial Research Organisation (CSIRO), as well as many state-based research support organisations. The AAF also has a number of subscribed local and international commercial organisations that provide products or services to the Australian higher education and research sector. ORCID (Open Researcher and Contributor ID - orcid.org) is an international, open, non-profit, community-driven effort developed by and for the research community to provide a unique persistent identifier for researchers; it is used to link research publications, data and other research activities to the right researcher. Commencing in 2016, the AAF will be the ORCID Consortium leader for Australia. Participation in the consortium is open to organisations and institutions of higher education, non-profit organisations and government research institutes and funding agencies in Australia. As the Consortium Leader the AAF will provide administrative, technical and training support to the Members of the Consortium. For further information about the AAF go to: Vision The Australian Access Federation s Vision is: To be the authoritative provider of access management services for Australian education and research.

2 Mission The Australian Access Federation s Mission is: To support collaboration and resource sharing through effective access management services. Your Opportunity This is a new position representing a genuine opportunity for a dynamic, customer focused and motivated individual to join a highly skilled team to provide technical support to research information practitioners and developers in ORCID consortium member organisations. You will be directly responsible for delivering the technical support for on boarding new consortium members. The role will also see you act as the technical contact for all consortium members and develop and maintain high quality consortium documentation and technical documentation repositories as required. You will be focused on accelerating the speed with which universities can implement ORCID. You will have had previous Level 1, 2 and 3 support desk experience and have a strong ability to take ownership of problems and to communicate with users at all levels. You will have strong analytical and problem solving skills, exposure to identity management concepts, excellent communication and presentation skills with a strong customer focus, and the ability to come up with suggestions and show initiative. The position reports to the Technical Manager and works on a day-to-day basis as part of a highly skilled Support Team. Key Result Areas and Responsibilities 1. Manage and support the on boarding of Consortium Members: a. Act as the primary contact between ORCID and the members for all membership enquiries; b. Organise and conduct on boarding webinars as part of an ORCID training program for members. 2. Be the central technical support contact to all members: a. Respond to and assist with the resolution of technical support requests from research information management practitioners and developers in ORCID consortium member organisations; b. Manage the escalation of Level 2 incidents with ORCID;

3 c. Gather technical interoperability requirements and, where appropriate coordination of technical developments, creation of documentation, or help to guide developments in key systems; d. Engage with ORCID and the members to ensure integrations are in accordance with guidance and stated good-practice; e. Act as liaison between the Australian ORCID member community and the ORCID organisation ensuring that member interests are represented and that feedback is provided via appropriate channels to fuel improvement and innovation; f. Actively perform regular monitoring and reporting of the status of ORCID member deployments. g. Participate in ORCID community events and represent the needs of the Australian ORCID community with international peers. 3. Maintain Consortium documentation and technical documentation repositories: a. Setup and manage web interfaces to facilitate sharing of plans and coordination of implementation of members; b. Develop and maintain documentation, FAQs, Q&As, online resources and collaboration tools for members. 4. Design, organise and facilitate AAF and ORCID community events: For users - provide a forum for networking, sharing of experiences and collaboration eg through seminars, webinars; For developers in consortium member organisations to learn about ORCID development resources, to collaborate and to create new ORCID tools. 5. Actively participate in providing broader technical support to AAF Subscribers in federation technologies. 6. Participate in team projects that enhance the effectiveness of the service that AAF delivers through its support desk. 7. Assist the Service Delivery Co-ordinator and Technical Team roll out projects and initiatives. 8. Undertake travel/conference attendance/presentations as required. 9. Provide administrative support to the Consortium as necessary. 10. Provide support to the AAF Technical Manager and Technical Team as directed. 11. Ensure compliance with all relevant financial and legal requirements as applicable. 12. Undertake other duties as they arise.

4 Key Selection Criteria: Essential: 1. Highly developed technical, analytical and problem solving skills in the field of Identity and Access Management, including an exposure to a broad range of identity management technologies, concepts, processes and practices. 2. Experience with providing Level 1, 2 and 3 support and a strong ability to take ownership of complex problems for their successful resolution. 3. Basic programming experience with sound knowledge of web development and the use of web APIs. 4. Significant experience in communicating effectively with diverse stakeholder groups (verbal and in writing), including team members and customers to maintain effective working relationships. 5. Experience with organising and facilitating webinars, workshops, including excellent presentation skills to instruct and communicate technical requirements and ideas to participants. 6. Experience with working in an ITIL environment including adhering to change management processes in a complex and evolving IT environment. 7. Ability to prepare a wide range of documentation including technical documentation and utilisation reporting. 8. Excellent planning and organisational skills including working in project teams and an ability to prioritise tasks effectively and meet deadlines. 9. A flexible, enthusiastic and proactive approach to work both independently and as part of a small dynamic team. Desirable: 1. Previous experience working in a virtual team. 2. Experience in supporting technology delivery within a university and or research support setting. 3. ITIL Certification. Qualifications: Degree in information technology and relevant experience, or an equivalent combination of relevant knowledge, training and/or experience. Reporting Relationships The position reports to the AAF Technical Manager.

5 Core Accountabilities 1. Provide sound advice, based on professional experience, in relation to the use of AAF's products and services. 2. Provide a customer focussed service to subscribers, which supports all aspects of the business of the AAF, and which clearly demonstrates that customer satisfaction is paramount. 3. Demonstrate energy, initiative and creativity in all job aspects, and in particular through efficient and quality focussed commitment to work practice. 4. Apply, develop and extend job-specific, professional and organisational knowledge to strive for professional growth and excellence in performance. 5. Create and maintain effective working relationships with all stakeholders in particular the ORCID organisation and demonstrate exemplary professionalism at all times. 6. Openly demonstrate values of: trust, integrity, honesty, fairness, and reliability, conveying a strong work ethic and clear commitment to a harmonious work environment. 7. Comply with all relevant and appropriate instructions, legislation, policies, and procedures. 8. Adhere to the principles applicable to a Position of Trust, and ensure that information and data is protected. 9. Maintain a professional appearance at all times. 10. Work and act safely and take all reasonable care to protect personal health and safety and the health and safety of others. Other Job Related Information Applicants should note that: 1. The position is a fixed term full time position, with normal office hours from Monday through Friday. Flexible working hours will be supported subject to prior approval and where this does not impact the ability of the incumbent to carry out the duties of the position. 2. Some travel may be required for interstate trips within Australia. 3. The position is based at the Brisbane Office. Applicants are required to be physically located in Brisbane and eligible to work in Australia. 4. An office space will be provided, although flexible arrangements including working from home will be supported where this does not impact on the incumbent's ability to carry out the duties of the position or burden AAF with material additional costs or OH&S compliance obligations. 5. This role operates as part of a virtual team. It is essential that the successful candidate feels comfortable operating in this environment.