Support Analyst
The Systems Support Analyst role provides level 2 application support to internal and external stakeholders. The role works closely with business groups, technical teams, and the contact centre to triage, investigate, and resolve technical incidents across systems.
Security Requirement
Applicants must be an Australian citizen with an active Baseline Security clearance. Candidates residing outside Australia or non‐citizens will not be considered.
Responsibilities
* Investigate and troubleshoot issues by reviewing design and functional specifications.
* Escalate unresolved issues to Level3 support teams with detailed documentation.
* Manage major incidents.
* Create and log defects, and conduct lower‐environment testing for processes not operating as designed.
* Adhere to standard operating procedures when diagnosing and resolving technical issues.
* Provide high‐level technical support via email and telephone.
* Develop and update Quick Reference Guides and Knowledge Base Articles.
* Work rotating rostered hours, provide on‐call support when required, and occasional weekend verification work.
* Work as directed by the Team Manager and Team Lead, showing dedication to service delivery excellence.
Desired Experience
* Siebel / Salesforce CRM experience.
* ServiceNow.
* Helpdesk experience.
* Aged‐care technical knowledge.
Work Arrangements
Hybrid – remote/flexible work arrangements can be discussed with the manager upon commencement. A Working from Home Agreement must be formalized.
Equal Opportunity Employer. This position is open to qualified individuals regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
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