Managed Services Consultant – Success Plan
RecordPoint
full-time
Posted on:
Location Type: Hybrid
Location: Sydney • Australia
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Tech Stack
About the role
- Execute scheduled operational activities for assigned Success Plan customers (classifying records, supporting disposal processes, applying best practice patterns) according to runbooks and SLAs.
- Carry out health checks and system audits, performing remediation or escalate appropriately.
- Perform routine configuration and administration tasks for customer RM environments.
- Support onboarding activities for new Success Plan Customers: assist scoping, configuration, testing and transition to BAU under guidance of the lead.
- Deliver user enablement activities (workshops, training sessions, documentation) to drive adoption.
- Triage BAU requests, manage task execution and maintain timely updates in ticketing/ITSM systems; engage Support/Services/Product for escalations.
- Keep customer runbooks, configuration records and support notes accurate and up to date.
- Prepare materials and support Success Plan governance meetings (weekly/monthly/quarterly); record and follow up actions.
- Work collaboratively with team members to identify operational improvements to runbooks and processes.
- Follow RecordPoint and customer security, privacy and governance requirements at all times.
Requirements
- Australian citizen (required).
- 3+ years practical Records & Information Management experience (enterprise or government experience preferred).
- Hands-on experience with one or more records management solutions (examples: RecordPoint, OpenText, HP TRIM/TRIM, AvePoint, Alfresco, etc.). Able to learn RecordPoint quickly; direct RecordPoint experience is a strong advantage.
- Practical experience working with Microsoft 365 / SharePoint Online.
- Experience with operational delivery: following runbooks, performing health checks, working to SLAs, and triaging incidents.
- Experience delivering customer-facing training/workshops and clear stakeholder communications.
- Strong written skills for runbooks, reports and documentation.
- Good prioritisation and time management skills; comfortable managing multiple customers/tasks.
- A collaborative, customer-first attitude and strong problem-solving orientation.
Benefits
- Truly flexible work arrangements
- Generous paid parental leave
- 4 weeks annual leave
- Employee Share Options
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Records ManagementConfiguration ManagementSystem AuditsHealth ChecksOperational DeliveryTraining DeliveryDocumentationIncident TriageCustomer OnboardingProcess Improvement
Soft Skills
CollaborationProblem SolvingTime ManagementPrioritizationCommunicationCustomer Service OrientationWritten CommunicationStakeholder EngagementAdaptabilityAttention to Detail