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    • Application Support Analyst - Perth - Arc Infrastructure

    Arc Infrastructure
    Arc Infrastructure Perth

    1 month ago

    Default job background
    Description

    About the Role

    The Application Support Analyst is responsible for providing technical assistance and support that involves troubleshooting, diagnosing and resolving technical issues ensuring the smooth operation of business-critical applications. The analyst will work closely with business units, end users, other technology teams and vendors to deliver effective solutions, system improvements and customer satisfaction.

    Key Duties and Responsibilities:

    • Provide 1st and 2nd line support for business-critical applications, responding to user queries and resolving technical issues.
    • Troubleshooting and diagnosing technical issues raised by users, escalating to other teams or 3rd line support teams when necessary.
    • Investigating recurring issues, performing detailed root analysis to prevent future incidents.
    • Proactively monitoring the health and performance of applications, identifying potential issues before they impact users.
    • Assist with the setup, configuration and maintenance of applications to meet the needs of the business.
    • Maintain accurate and up to date documentation of application configurations, issues and troubleshooting procedures.
    • Work with cross-functional teams, including developers, infrastructure teams and business analysts to implement application enhancements and resolve system issues.
    • Participate in operational readiness / transition to support requirement discussions.
    • Provide end-user training and guidance on the use of applications to ensure effective usage.
    • Recommend and implement improvements to application support processes, workflows, and tools to optimise efficiency.
    • Ensure all application support activities comply with the organisations security (NIST cybersecurity framework) and compliance policies.
    • Ensure all application support activities adhere to Sarbanes-Oxley (SOX) controls where applicable.

    About You

    To be successful in this role you will need:

    • A strong understanding of applications, operating systems and databases.
    • Excellent problem-solving skills and ability to troubleshoot and resolve complex technical issues.
    • Strong written and verbal communication skills to interact with end users, technical teams and management.
    • An ability to prioritise and manage multiple tasks in a fast-paced environment.
    • A proactive and customer-oriented approach, dedicated to resolving issues and providing a positive user experience.
    • Strong analytical skills to understand, diagnose and address technical issues systematically.
    • Knowledge of IT service management (ITIL) best practices.

    Preferred Experience

    • Bachelor's degree in computer science, Information Technology or related field.
    • 2 – 5 years of experience in application support or similar role.
    • Experience with cloud-based applications and environments (e.g. Azure or AWS).
    • Familiarity with scripting and automation tools for process improvements.

    About Arc Infrastructure

    We manage and develop transport infrastructure assets that support growth and create jobs in WA. Rail is at the heart of our business, and the 5,500km rail network is the backbone of freight transport in Western Australia from the diverse Midwest across to the fascinating Goldfields and Yilgarn regions through to the stunning South West and Great Southern. We're committed to working with industry, our customers, partners and communities to find new opportunities that will support and strengthen our rail network for the benefit of WA.

    Working at Arc Infrastructure

    Working with us means working in a team environment where each person and team is valued for the diverse skills, ideas and experiences they bring. We promote a work environment that is characterised by personal accountability, mutual trust and respect and a genuine interest in employees. We understand our employees are the key to our success and as a team, our focus is to ensure they feel safe, valued and fulfilled in the work that they do.

    Employee Benefits

    • flexible working arrangements
    • professional development opportunities including study assistant package
    • competitive remuneration based on skills and experience
    • purchased additional annual leave
    • health and wellbeing initiatives
    • $299 annual subsidy
    • flu shots
    • skin cancer checks
    • company provided salary continuance insurance
    • paid parental leave
    • staff discounts and rewards program
    • novated leasing
    • and many more
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Application support analyst