L2/L3 Application Support Engineer - Power BI

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1. Position purpose

Provide second- and third-level support for the Power BI service and Power BI Report Builder estate, covering operational, fleet, procurement, compliance, payroll and customer-facing reporting. The engineer keeps reports and semantic models available and current, resolves refresh, gateway and data issues, administers workspaces and security, and delivers report enhancements through change control.

2. Key accountabilities

Incident management and service restoration

• Own assigned ServiceNow incidents through resolution: refresh failures, gateway and credential failures, expired certificates, broken data sources and report errors.
• Distinguish user navigation issues from data and model defects, and publish shift-left knowledge articles for common issues such as filters, bookmarks and access so the Service Desk can resolve them.
• Trace data defects to source (data warehouse, ADF pipelines, SharePoint lists, other sources) and coordinate fixes with the owning engineer.

Monitoring and operational health

• Monitor scheduled refreshes, gateway health and capacity daily. Act on failures before business use.
• Maintain the gateway, credential and certificate expiry register, and renew before expiry.
• Make sure datasets, gateways and data sources are owned by service accounts, not named individuals.

Administration and service requests

• Administer workspaces, apps, deployment pipelines, Premium/Fabric capacity settings, row-level security and sharing within delegated authority.
• Fulfil authorised report access requests, preferring AD/Entra group-based and self-service models with an audit trail.
• Support reports embedded in portals and intranet pages, including customer-facing reporting.

Change, release and enhancement

• Design, build, test and deploy minor enhancements to reports, semantic models (DAX, Power Query) and paginated reports through change control.
• Support business-requested measures and visuals while keeping metric definitions agreed with business owners.
• Take delivered reporting from projects into BAU with documentation and ownership transfer.

Problem management and knowledge

• Raise problem records for recurring refresh and data issues, and drive permanent fixes.
• Maintain the report catalogue (owner, source, refresh, RLS model), metric definitions, runbooks and knowledge articles. Keep PBIX and RDL source under version control.
• Participate in knowledge transfer from the incumbent provider, demonstrate independent handling of common support scenarios, and transfer knowledge to new team members.

Security and compliance

• Use privileged and production access only through the approved access process (e.g. CyberArk), on a least-privilege basis and for authorised tasks.
• Never record passwords, tokens or other secrets in tickets, email or documents. Store and hand over credentials only through the approved vault.
• Handle customer, employee and payroll personal information in line with the Privacy Act and Cleanaway data classification, including compliant incident records and escalation of potential data breaches.
• Maintain segregation of duties: perform data corrections, approvals and production changes only with documented business or change approval, and keep an audit trail.

3. Role boundaries

L2/L3 accountability

• Own Power BI incidents, refresh and gateway operations, workspace and security administration, and minor report and model enhancements.
• Retain ServiceNow ownership while upstream data engineers fix source issues.

Outside delegated authority

• Upstream data pipeline and data warehouse fixes, owned by the data warehouse and ADF/Databricks engineers.
• Business ownership of metric definitions, KPI targets and report audience decisions.
• Tenant-wide Power BI/Fabric governance and licensing decisions owned by the platform owner.

4. Skills and experience

Essential

• Demonstrated enterprise production support and development experience with the Power BI service: datasets and semantic models, DAX, Power Query, on-premises data gateways, scheduled refresh and row-level security.
• Power BI Report Builder (paginated reports) and SQL skills against SQL Server and SSAS sources.
• Workspace, app and capacity administration and access management with Entra ID groups.
• ITIL-aligned incident, problem, change and request practice using ServiceNow or equivalent.
• Clear communication with business report owners and executives.

Desirable

• SSRS and SSAS (tabular) experience. Microsoft Fabric.
• Embedding Power BI in SharePoint or external portals. Power Platform awareness.
• Fleet, procurement or compliance reporting domain experience.
• PL-300 (Power BI Data Analyst), DP-600 (Fabric Analytics Engineer), ITIL 4 Foundation.

5. Key relationships

Business report owners (operations, fleet, procurement, finance, safety): Requirements, metric definitions, access approval and validation

Data warehouse and ADF/Databricks engineers: Upstream data issues and model dependencies

SharePoint & Power Platform engineers: Embedded reports and SharePoint list data sources

Service Desk / L1: Intake, initial triage, shift-left knowledge articles and incident escalation

Technical Platform Owner / Principal Analyst: Platform priorities, risks, technical governance and acceptance

Change and release management: CAB approval, controlled releases and production validation

Infrastructure, DBA and Cyber Security teams: Servers, databases, privileged access, certificates and security approvals

6. Performance measures

• Incident response and resolution against agreed service levels and business-critical processing windows.
• Completion and effectiveness of proactive monitoring, exception detection and recovery.
• Service request timeliness and first-time-right fulfilment.
• Changes delivered successfully through change control, without unplanned outage or rollback.
• Reduction in repeat incidents through problem records, root cause analysis and permanent fixes.
• Accuracy and currency of runbooks, knowledge articles, ServiceNow resolution notes and operational documentation.
• Stakeholder satisfaction and timely communication during incidents and changes.
• Refresh success rate. No outages caused by expired gateway credentials or certificates.
• Share of simple report issues resolved at L1 through shift-left knowledge articles.

7. Transition readiness (by 21 December 2026)

Independence criteria Fujitsu must demonstrate before taking over from the incumbent provider. Remove this section after transition acceptance.

• Resolve at least two refresh, gateway or credential failures unaided.
• Deliver at least one report or model enhancement end to end through change control before the Christmas change freeze.
• Ownership of datasets, gateways and data sources transferred from incumbent named accounts. Gateway, credential and certificate expiry register handed over.
• Report catalogue and a knowledge article for each request type in place. Two monthly reporting cycles delivered on time.
• Incident SLAs met for four consecutive weeks.

8. Working arrangements and cross-cover

Provide coverage of Australian business hours (AEST/AEDT) through agreed shift patterns, including the Australian morning window. Participate in a rostered on-call arrangement outside business hours, including weekends, for incidents and business-critical processing windows (e.g. morning operational reporting and month-end), and in planned after-hours changes and maintenance. All operational activities must follow approved procedures, access controls, Cleanaway change governance and delegated authority.

Cross-cover: Primary cover is provided by the data warehouse engineer, who must be able to handle refresh, gateway and access tasks from runbooks. The Power BI engineer provides secondary cover for SSRS reporting. Power BI support has historically depended on a single engineer, so a trained backup is mandatory.

 

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