Position Description – API Support Lead

⁠⁠⁠The Business Application Support team provides level two support for the Agency’s core business applications including the SAP CRM and its customer facing online portals.

As the agency moves towards new technologies, the team requires the services of an API support lead for its Canberra office (Reed Street, Tuggeranong).

The successful applicant will be able provide demonstrated experience of being able to;
• Provide second level technical support for APIs, and applications using APIs
• Develop and refine support processes for API services
• Demonstrate exceptional problem-solving and investigation skills
• Have strong verbal and written communication skills, in order to liaise with and respond to external organisations, business staff and technical teams
• Manage relationships and contacts with external organisations/customers
• Apply best practice ITIL methodology for incident management and service requests
• Develop support processes, task cards and documentation
• Provide guidance and upskilling of team members as required
• Manage confidential and sensitive information

Duties
• Liaise with and assist external organisations to register and subscribe to APIs
• Use IBM API Connect to manage and administer APIs
• Investigate, troubleshoot and resolve issues experienced with various API’s
• Acquire a deep understanding of the NDIS business rules and system rules, in order to facilitate complete investigations of API issues across the systems involved.
• Work closely with level three technical and development teams to investigate and resolve complex incidents
• Manage contacts from external organisations in relation to API issues and queries
• Undertake testing of APIs and the environments as required
• Monitor and report on end-to-end API health, performance and statistics