Support Analyst
The Systems Support Analyst role provides level 2 application support to both internal and external stakeholders of the system and care provider. The role works closely with associated business groups, internal technical teams, and the contact centre to triage, investigate, and resolve technical incidents across systems.
Security
Due to client requirements, candidates must be an Australian citizen with active Baseline Security clearance. Applicants residing outside of Australia or non-citizens will NOT be considered.
Key duties and responsibilities
Responsibilities include:
* Provide thorough investigations and troubleshooting of issues by reviewing design and functional specification documentation
* Escalate issues that can't be resolved to relevant Level 3 support groups with detailed investigations documented
* Major incident management
* Create and log defects, and conduct lower environment testing for processes that do not operate in accordance with their design specifications
* Adhere to established standard operating procedures when diagnosing and resolving technical issues
* Deliver high level technical support through both email correspondence and telephone communication.
* Develop and update Quick Reference Guides and Knowledge Base Articles to ensure accuracy, clarity, and alignment with current processes and practices
* Work on rotating rostered hours, provide on-call support when required, and occasional weekend technical verification work.
* Work as directed by the Team Manager and Team Lead Show a dedication to service delivery excellence through an ongoing commitment to improving the level of support.
* Other duties as directed.
Desirable experience :
* Siebel / Salesforce CRM experience
* ServiceNow
* Helpdesk experience
* Agedcare technical knowledge
Work Arrangements
Hybrid - Remote/flexible work arrangements can be discussed with the Specified Personnel’s manager upon commencement, and a Working from Home Agreement must be formalised by the buyer and seller.
Contact Us
If you are interested in the Support Analyst position or are looking for new opportunities, please reach out to us via email at: *************@ressam.com.au or apply via the website.
For a confidential discussion, call us at: 0413 175 *** or 02 5119 2***
To register your interest hit \"Apply for this Job\".
Who We Are?
Ressam Consulting is a leading advisory and consulting firm specialising in ICT and digital transformation. Established in 2021 in Canberra, we are a specialist ICT consultancy delivering strategic advisory, recruitment, and technology services to government and private sector clients.