Total 4 Senior Executive level Information Technology job vacancies in Charters Towers City

Job Summary:

The Senior HR Executive (L&OD) plays a key role in designing, implementing, and continuously improving learning and organizational development initiatives that enhance employee capability, performance, and organizational effectiveness.

This role requires a proactive and analytical professional who can independently manage initiatives, partner with stakeholders, and contribute to building a culture of continuous learning, high performance, and organizational growth.

This position reports directly to the Senior L&OD Manager and collaborates with stakeholders across functions, particularly at junior to middle management levels within KMS.

Responsibilities:

A. Learning and Development (L&D):

1. Program Development and Implementation:

• Design and implement learning and development programs aligned with organizational goals, business needs, and capability frameworks.

• Conduct training needs analysis (TNA) using data-driven insights and stakeholder consultation.

• Develop structured learning solutions, including onboarding, functional training, leadership development, and soft skills programs.

• Lead or independently manage small-to-medium L&D projects or key workstreams within larger initiatives.

1. Training Delivery & Facilitation:

• Facilitate engaging training sessions, workshops, and learning interventions using a variety of instructional methods.

• Apply modern learning approaches such as blended learning, digital learning, and experiential learning.

• Coach and support internal trainers or subject matter experts (SMEs) in delivering effective training sessions.

1. Learning Effectiveness & Evaluation:

• Design and implement evaluation frameworks to measure training effectiveness (e.g., Kirkpatrick model or equivalent).

• Analyze learning data and feedback to assess impact and identify improvement opportunities.

• Continuously enhance learning content, delivery methods, and learner experience based on insights and best practices.

1. Learning Management System (LMS) & Data Management:

• Manage and optimize LMS operations, ensuring learning data accuracy, accessibility, and reporting effectiveness.

• Generate insights and reports on learning metrics to support decision-making and continuous improvement.

1. Stakeholder Engagement & Consulting:

• Act as a trusted L&D partner to stakeholders by providing advisory support on capability development and learning solutions.

• Collaborate with cross-functional teams to embed learning into daily work and promote a learning culture.

1. Research and Innovation:

• Stay up to date with industry trends, emerging technologies, and best practices in L&D.

• Proactively recommend and pilot new learning tools, methodologies, and digital solutions to enhance learning effectiveness.

B. Organizational Development (OD):

1. Organizational Effectiveness & Process Improvement:

• Support the design and continuous improvement of HR frameworks, including performance management, competency frameworks, and career development pathways.

• Analyze organizational data (e.g., engagement, performance, capability gaps) to identify trends and recommend improvement actions.

1. Performance Management (PMS):

• Support the implementation and enhancement of the Performance Management System (PMS).

• Partner with HRBP and stakeholders to ensure effective calibration, alignment, and adoption of performance practices.

• Provide guidance to employees and managers on PMS processes, tools, and expectations.

1. Talent Development & Succession Planning:

• Contribute to talent review and succession planning processes.

• Support identification and development planning for key talent and high-potential employees.

• Align learning interventions with talent development strategies.

1. Change Management:

• Support change initiatives by coordinating communication, training, and engagement activities.

• Assist in change impact assessments and ensure smooth adoption of new processes or systems.

1. Culture & Engagement:

• Contribute to initiatives that enhance organizational culture, employee engagement, and employee experience.

• Support engagement surveys, analysis, and follow-up action planning.

1. Stakeholder Consulting:

• Act as a partner to stakeholders by providing insights and recommendations on organizational development topics.

• Support managers in addressing team effectiveness, performance, and engagement challenges.

A LITTLE BIT ABOUT Boldr

• Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world.
• We are a global team, united by our desire to connect diverse people with common values for boldr impact. 
• We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

LET’S START WITH OUR VALUES

• Meaningful connections start with AUTHENTICITY
• We do our best work by being CURIOUS
• We grow by remaining DYNAMIC
• Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE 
• At the heart of great partnerships, we’ll always find EMPATHY

WHAT IS YOUR ROLE

This role focuses on providing hands-on technical support for the company’s platform. You will troubleshoot technical and platform-related issues, help customers resolve platform-related issues, and support them in using platform features as part of live support interactions.

You will also escalate complex issues when needed and contribute to documentation and internal knowledge sharing to improve resolution efficiency and customer experience.

WHY DO WE WANT YOU

We are currently looking for impact-driven individuals who are passionate about helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic, and Authentic.

WHAT WILL YOU DO

• Act as a problem-solver: understand customer needs, troubleshoot technical issues, and follow up to ensure resolution
• Provide technical support to customers via email, chat, and other support channels
• Guide customers through platform features and workflows as part of troubleshooting and support interactions
• Build strong platform knowledge to support effective troubleshooting and customer issue resolution
• Diagnose, address, and resolve technical issues efficiently and accurately
• Investigate platform functionality issues, login/access concerns, workflow blockers, and compatibility issues
• Test and validate platform functionality following product releases to identify potential issues impacting customers
• Support troubleshooting of third-party integrations and compatibility issues with external tools
• Reproduce customer-reported bugs and clearly document findings for escalation to Product or Engineering
• Escalate complex issues to higher-level support when needed
• Contribute to support resources such as help articles, troubleshooting guides, and internal documentation
• Assist in documenting technical workflows, troubleshooting steps, and escalation paths for recurring incidents
• Collect customer feedback, identify recurring issues, and share insights with Product and Engineering teams
• Log support requests and keep internal teams updated on issue status and customer impact
• Meet personal and team goals such as CSAT, response times, and SLA expectations while keeping customer satisfaction a top priority
• Collaborate with and support team members when assistance is needed
• Take on additional tasks or responsibilities when required to meet team objectives

WHAT WE’LL LIKE ABOUT YOU

 YOU ARE…

• Curious and authentic, just like us! #beboldr 

• An analytical and critical thinker, with strong problem-solving skills and attention to detail
• Passionate about customer satisfaction and delivering exceptional support experiences
• Comfortable troubleshooting technical and platform-related issues in a fast-paced SaaS environment
• A clear communicator who can explain technical concepts in a simple, practical way
• Adaptable, proactive, and able to work independently with limited supervision
• Collaborative and team-oriented, always ready to support colleagues when needed

YOU HAVE…

• 2+ years of relevant experience in a SaaS, Tech, or Technical Support environment
• 2+ years of experience in technical customer support on SaaS support environments
• Proven ability to provide exceptional technical customer support
• Strong communication and collaboration skills, with a bias for clarity and action
• Experience with a modern support stack such as Zendesk, Guru, Slack, and JIRA
• Analytical, curious, and adaptable, you seek solutions, not perfection
• General knowledge of how web-based and mobile applications work
• Ability to diagnose and troubleshoot customer-reported technical issues
• Comfortable operating in a fast-moving, growth-stage environment
• Able to work independently with little supervision in a remote environment
• Metrics-driven with the ability to manage ticket volume and response SLAs

Bonus Points

• Experience supporting integrations and technical escalations
• Experience supporting SaaS platforms in a technical customer support role
• Passion for customer experience and technical problem-solving

In a nutshell

We are looking for a motivated professional like you to join our international team and provide technical support for enterprise applications.

Your role

• In this role, you will manage incidents and service requests, log and track tickets, and ensure their resolution within the agreed SLA.
• You will investigate issues, coordinate with IT Operations and Development teams, and keep users informed about ticket progress.
• Your responsibilities will also include participating in outage bridges to help resolve service-impacting problems quickly and maintaining reports on support activities.
• You will work with technologies such as Windows Server, MS SQL Server, IIS, and .NET-based applications, contributing to continuous service improvements.
• As part of a global team, you will collaborate with stakeholders across different locations using various communication channels, including phone, email, chat, and shared documentation.

• Support the end-to-end recruitment process, including requirement alignment with Hiring Managers, candidate sourcing, interview coordination, tracking hiring progress, and supporting the offer and onboarding process.

• Advertising opens jobs to attract candidates from both internal & external.

• Manage and maintain recruitment data within the ATS to ensure reporting accuracy.

• Maintain and update recruitment dashboards and reports (weekly, monthly, quarterly) to track hiring performance and support data-driven decisions.

• Contribute to TA process and operational improvement initiatives, including AI-driven recruitment tools and automation projects.

• Proactively build a passive candidate pipeline to enlarge the Talent Pool.