Senior Analyst Applications Support - Canberra - Kirra Services

    Kirra Services
    Kirra Services Canberra

    1 week ago

    Default job background
    Description

    Job Title: Senior Application Support Analyst

    About the Role:

    We are seeking an experienced Senior Application Support Analyst to join our IT Service Desk team. As a key member of our team, you will be responsible for managing Business As Usual tasks and facilitating the management of knowledge base articles and documentation.

    Responsibilities:

    • Act as a conduit between IT Service Desk staff, Senior Application Support Analysts, and business stakeholders to manage Business As Usual tasks.
    • Coordinate with multi-disciplinary teams to facilitate understanding and resolution of issues of known and unknown origin in the support space.
    • Manage knowledge base articles, document complex issues, and undertake annual and regular scheduled tasks.
    • Assist with analysis tasks relating to general application support issues.
    • Monitor uptime and availability of company's internal systems to ensure business continuity.
    • Serve as an escalation point for junior members within the team for any Incidents and Service Requests, providing advice and guidance.

    Requirements:

    • Demonstrated experience working in an IT service support and delivery role with excellent communication and organisational skills, sound judgment, and attention to detail.
    • Able to quickly learn the complexities between company's IT systems and how changes to current state may affect end users.
    • Proficient in research, troubleshooting & resolving application issues, while recording and documenting relevant updates and information.
    • Familiarity with ITIL & ITSM tools (i.e. Jira, ServiceNow, HP Service Manager etc.).
    • Ability to engage with key stakeholders through effective communication.
    • Experience working within a mid-paced, Agile development team.
    • Skilled in Oracle SQL query and relational databases, monitoring and batch service tools such as Splunk or Jenkins.
    • Desirable: Experience working with cloud systems such as Salesforce or TechnologyOne.
    • Familiarity with Cyber Security concepts and practices.

    Salary: $85,000 - $110,000 per year

    Location: [Location]

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