GIS ConsultantHybrid

We deliver the best GIS solutions in the world, with the brightest minds on the map. 

What are the issues that matter most to you? Climate change, national security, disaster response? 

At Esri Australia you will work with people at the forefront of these issues, connect them with the best tech and solutions and get an inside look into the real-world challenges that shape our future. 

We turn problems into opportunities, and that takes two things: 

• The most powerful GIS technology and solutions. 
• Driven, talented, and passionately curious people. 

Here we connect them, and that’s how we achieve incredible things for communities, economies, and for your career. 

About the Role  

As part of Esri Australia’s expanding Client Care Desktop Support Team, this GIS Consultant will provide technical support and training to our clients using ArcGIS Pro and ArcGIS Online, ensuring that our contact with clients delivers a user experience consistent with our client experience vision. 

Key Accountabilities are: 

• Perform incident management and problem management processes in line with the ITIL best practice service delivery framework to resolve Level 1 and Level 2 technical issues. 
• Monitor support incident queues and take ownership of incidents and ensure response times or SLAs are met, and act as an escalation point for Desktop support incidents. 
• Manage case work to exceed key Client Care performance metrics such as CSAT, CES, ATR, percentage escalated, case volumes and weighted calls closed. 
• Deliver adoption services (including training) for clients as needed, ensuring the highest level of client satisfaction is achieved as measured against key performance metrics. 
• Assist in the development and maintenance of our knowledge base. 

About You 

You have practical experience working with Esri technologies and a strong desire to keep learning and expanding your skills. You’re proactive, curious, and confident communicating with a range of stakeholders, bringing a positive and customer‑focused approach to your work. You collaborate well with others, contribute to a supportive team environment, and take ownership of delivering high‑quality outcomes. You are motivated to grow, share ideas, and make a meaningful impact through your work. 

To be successful in this role, you will need: 

• Qualification in associated business disciplines (Geography, Geospatial Science, Remote Sensing and/or Surveying, Computer Science, Information Technology) 
• 1+ year of working experience using ArcGIS Pro, and ArcGIS Online. 
• Experience with Survey123, Field Maps, Story Maps, and Experience Builder would be desirable. 
• Experience working in software support or technical customer service with direct end user contact would be desirable. 
• Working knowledge and/or qualification in best practice Information Technology Service Management – such as ITIL.  
• Excellent customer service and communication skills. 
• The ability to effectively perform fault diagnosis and problem-solving skills; and communicate relevant issues and findings. 
• Experience in delivering Training to groups or individuals would be beneficial. 
• You must hold current permanent and full-time working rights in Australia. 
• Attitude and behaviour align with Esri Australia’s core values. 

Discover how our values shape our impact, your journey begins with one click here: Our people