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About the Role
As a Senior Application Support Analyst, you will ensure the optimal operation, maintenance, and ongoing support of critical business applications for multiple managed clients. You will provide 2nd and 3rd level support, manage incidents and problems, and collaborate with internal teams, customers, and vendors to meet SLAs. This role involves application support, service improvements, change management, service transitions, and project initiatives, utilizing technical expertise and analytical skills to solve complex issues and enhance operational performance.
Responsibilities
- Manage day-to-day incidents, service requests, and problem management activities across multiple client applications.
- Provide 2nd and 3rd level application support in line with agreed SLAs and service outcomes.
- Support and coordinate with internal teams and third-party vendors to resolve technical issues and deliver change activities.
- Monitor support issues, project deliverables, and milestones to ensure timely resolution and delivery.
- Participate in an on-call roster to support a 24/7 support environment.
- Proactively identify opportunities for service improvements and operational efficiencies.
- Support service transitions into support, including documentation reviews and knowledge base creation.
- Contribute to projects and enhancements across business analysis, testing, implementation, or development activities.
- Maintain accurate ticketing system updates throughout the incident and request lifecycle.
- Build strong relationships with customers and stakeholders while delivering.
Requirements
- 5+ years of experience in information technology, systems support, systems integration, or consulting.
- Strong experience in application support, incident management, and problem management environments.
- Ability to troubleshoot and resolve technical issues efficiently and communicate solutions clearly.
- Experience working with customers, stakeholders, and third-party vendors in a support environment.
- Strong analytical, problem-solving, and organizational skills.
- Excellent written and verbal communication skills with both technical and non-technical audiences.
- Ability to manage competing priorities and work across diverse technologies and client environments.
- Strong customer service and relationship management skills.
Skills
- Application support
- Incident management
- Problem management
- Service transitions
- Change management
- ITIL frameworks and processes
- Help Desk support
- Service Desk support
- Vendor management
Location
- Australia
- New Zealand
Work Type
- Remote working
- Flexi-hours
Experience Level
- Senior
Education Level
- Bachelor’s degree in Computer Science, Technology or a related discipline
- ITIL Foundation certification or relevant IT certifications
Benefits
- Social events
- Chill-out spaces
- Remote working
- Flexi-hours
- Professional development courses
About the Company
- Datacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow.
- Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services.
- We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size.
- It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us.
- We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexi-hours and professional development courses to name a few.
- You’ll have the opportunity to learn, develop your career, connect and bring your true self to work.
- You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment.
- We operate at the forefront of technology to help Australia and New Zealand’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.
Equal Opportunity
- We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.