Application Support Analyst

Application Support Analyst

This role provides Level 1 and Level 2 support for business applications and digital platforms, ensuring incidents, service requests and system issues are resolved efficiently and professionally. This role is responsible for application support, troubleshooting, administration, testing, and continuous improvement activities to maintain reliable and effective business systems.

Job Responsibilities (NOT LIMITED TO)

Platform Support & Operations

Provide Level 1 and Level 2 support for a range of business applications, including customer-facing, operational, and internal systems
Log, triage, investigate, and resolve incidents and service requests within agreed SLAS
Actively manage and prioritise the support queue to minimise backlog and meet service targets
perform detailed troubleshooting and root cause investigation for application and data -related issues
Escalate complex or unresolved issues to senior team members, vendors, or third-party support providers as required
Assist with user access management, roles, permissions, and security administration
Perform routine system administration, configuration, and maintenance activities
Monitor system performance, integrations, interfaces, and data flows to ensure continuity of service
Coordinate with vendors and support partners to resolve application issues
Maintain accurate ticket updates, technical documentation, and communication with stakeholders

Incident, Problem & Change Support

Troubleshoot application, user, integration, and data issues across supported platforms
Assist in identifying recurring issues and contribute to root cause analysis and continuous improvement initiatives
Support incident, problem, and change management processes in line with IT procedures
Assist with deployment activities, release validation, and post-implementation support
Participate in on-call or after-hours support activities where required
Testing & System Improvements
Assist with system testing activities, including preparation and execution of test scenarios
Validate fixes, enhancements, and configuration changes prior to release
Support user acceptance testing (UAT) activities and defect resolution
Identify opportunities for process improvement and automation within support activities
Documentation & Knowledge Management
Create and maintain support documentation, knowledge base articles, and standard operating procedures
Document known issues, workarounds, resolutions and support processes
Contribute to team knowledge sharing and continuous improvement initiatives

Stakeholder Support

Provide responsive and customer-focused support to internal stakeholders
Communicate clearly regarding issue status, resolutions, risks and expectations
Assist in preparing user documentation and supporting training activities
Collaborate with IT team members, project teams and external vendors

Governance & Compliance

Follow IT policies, processes, cybersecurity standards and governance requirements
Ensure adherence to data privacy and security practices
Support audit, compliance and operational reporting activities where required

EXPERIENCE & QUALIFICATIONS

Essential:

2-4 years' experience in application support, service desk, or IT support environments
Experience supporting business applications and troubleshooting technical issues
Strong analytical and problem-solving skills
Good understanding of application support processes and incident management
Strong communication and stakeholder engagement skills
Ability to work independently and collaboratively within a team environment

Desirable:

Exposure to CRM, CMS, ERP, or operational business systems
Basic knowledge of SQL, reporting, or data concepts
Familiarity with ITIL principles and ticketing systems
Experience working with software vendors or managed service providers
Exposure to testing, integrations, or release support activities

KEY WORKING RELATIONSHIPS

IT Leadership Team
Business Stakeholders

CAPABILITY FRAMEWORK - LEADER OF SELF

Financial Awareness:

Demonstrates a basic understanding of how their role contributes to business performance.
Use resources responsibly and avoids unnecessary waste or cost.
Understands the importance of accurate time, attendance and cost recording.

Work, Health and Safety:

Follows all WHS policies, procedures and instructions.
Takes reasonable care for own health and safety and the safety of others.
Proactively identifies hazards and ensures incidents, injuries, and near misses are reported promptly.