IT Technical Specialist - Payments

IT Technical Specialist - Payments

OTR. Making Life Easy.

We are seeking an experienced IT Technical Specialist to manage and oversee governance of payment solutions support and engineering across OTR Group stores. In close collaboration with the Service Delivery Team, this role is responsible for the end-to-end management of payment application software and terminal hardware. Key responsibilities include responding to major incidents with thorough root cause analysis, supporting release and change management activities in production environments, and contributing to the problem management process.

Additionally, this role will support the delivery of essential operational functions such as reporting, scheduling, escalation, tracking, and communication within the team. A strong focus on delivering professional services and a commitment to providing exemplary support to both the team and the business are fundamental to success in this position.

Who We Are

OTR is a revolutionary convenience brand that has grown from a South Australian icon to a national leader in convenience and fuel. Since its inception in 1984, OTR has consistently been amongst the fastest-growing convenience brands in the country, boasting a network of over 200 unique outlets.

Today, OTR is part of the Viva Energy group – an ASX-listed powerhouse with a driving ambition to become Australia’s largest convenience retailer. Our combined network of more than 1,000 convenience locations around the country brings together Viva Energy Australia’s incredible national footprint and OTR’s history of industry-leading innovation. There has never been a more exciting time to join our team as we set out to redefine the retail landscape in Australia.

What we offer

• A collaborative work environment that supports creativity and innovation.
• Join a dynamic team at a renowned South Australian company, known for their innovation and outside-the-box thinking.
• Be a part of the journey, with countless opportunities as we rapidly expand into a nationwide retail powerhouse.
• Work in our newly renovated offices on The Parade, close to boutique shops and excellent cafes and restaurants.
• Work flexibly, with work from home and flexible working potential.
• Stay refreshed and alert with access to espresso coffee machines all day long (don’t worry, we’ll teach you how to use them too!).
• Access to exclusive staff benefits via our OTR App.
• Access to our free and confidential Employee Assistance Program (EAP).

Your contributions

• Oversee payment solution support and engineering for OTR Group stores.
• Work closely with the Service Delivery and IT Payments teams to manage delivery processes.
• Provide training, knowledge transfer, and ongoing support to the Service Delivery team.
• Create and update work instructions and service documentation.
• Support communication and coordination with internal and external stakeholders.
• Assist with delivering clear communications for projects and daily operations.
• Respond to incidents and escalations promptly, ensuring effective communication.
• Manage changes to payment systems, ensuring smooth transitions and adherence to processes.
• Handle problem management, including detailed analysis to resolve recurring issues.
• Provide on-call support for major incidents and ensure crisis communication protocols are followed.
• Address and resolve customer requests, escalations, and high-priority issues.
• Build or utilize digital tools to showcase service delivery and connect with other business units.

What we are looking for

• 2–3 years of experience in a similar role
• Strong skills in developing and updating process documentation
• Experience working in complex enterprise IT service delivery environments
• Proven ability to manage and collaborate with third-party service providers
• Pragmatic, flexible, and skilled in negotiating with diverse teams
• Experience with Dynamics MPOS functional areas, ideally across ERP, Modern POS, Retail, and Finance
• Strong communication skills, with the ability to effectively advocate for customer needs
• Knowledge of ITSM tool including automation/orchestration

If you're passionate about delivering exceptional solutions and making a real impact, we'd love to hear from you!