[Hiring] Tech Enablement Specialist @Employment Hero

Role Description

The Tech Enablement Specialist (based in Australia) supports the planning and delivery of IT projects, acts as a Level 3 escalation point for the IT Service Desk, and helps implement and maintain critical IT systems and workflows. This role bridges technical delivery and business operations by improving service quality, deploying technology enhancements, and collaborating with teams to resolve complex IT issues.

• Design and deploy automations using Zapier, Jira Automations, and Torii Workflows to reduce manual IT tasks across user lifecycle, access provisioning, and SaaS administration.
• Use LLMs to accelerate triage, documentation, knowledge base generation, and internal support, applying AI where it genuinely reduces effort (tools include Claude, ChatGPT, Gemini, and similar).
• Identify opportunities for process automation across the team and assist with planning and implementation.
• Document automation workflows and share reusable solutions with the wider team.
• Support the successful delivery of IT projects by performing technical configuration, testing, and implementation tasks.
• Liaise with vendors and internal teams to gather requirements, conduct UAT, and support deployments.
• Document processes, systems, and configurations as part of implementation work.
• Identify integration gaps between platforms and assist with implementing appropriate solutions.
• Resolve high-priority incidents escalated from the Level 1 IT Service Desk.
• Conduct root cause analysis and develop permanent fixes or workarounds, with automation considered where recurring issues are identified.
• Document technical resolutions and update knowledge base articles to support the broader team.
• Maintain and enhance systems including Google Workspace, Jamf, Intune, and internal SaaS platforms.
• Assist in automating processes such as user lifecycle management and access provisioning using Zapier, Jira Automations, and Torii Workflows.
• Identify opportunities for process improvements and assist with change implementation.

Qualifications

• 2 to 4 years of IT support or technical operations experience.
• Practical experience building automations using Zapier, Jira Automations, or Torii Workflows.
• Demonstrated use of AI tools, including Claude, ChatGPT or Gemini, to improve day-to-day work and reduce manual effort.
• Experience with Google Workspace administration and endpoint management platforms such as Jamf and/or Intune.
• Experience with service management platforms such as Jira.
• Understanding of ITIL processes and incident/change management.
• Strong troubleshooting, analytical, and documentation skills.
• Automation-first mindset, always looking for ways to reduce repetitive manual work before accepting it as normal.
• Comfortable using AI tools as part of your regular workflow, not just occasionally.
• Clear communicator with both technical and non-technical stakeholders.
• Proactive in identifying improvements and following through on implementation.
• Strong documentation habits, leaving systems better documented than you found them.

Benefits

• Remote Work: Work remotely with the flexibility to own your time and impact.
• Cutting-edge Tools: Access tools to amplify your work and knowledge.
• Ambitious Environment: Surround yourself with outcome-driven colleagues who challenge you to do your best work.
• Equity: Own ESOP (employee share options) in a fast-growing tech company.
• Benefits: Generous parental leave, WFH office expense budget, and outstanding learning & development opportunities.
• Global Gathering: Attend our annual Global Gathering—we’re heading to the Gold Coast, Australia, in September 2026!