Application Support Analyst

The Application Support Analyst role sits within the Web Development team and reports directly to the Web Development Project Manager, working in a vibrant team closely with experienced developers and end users in a matured but evolving retail setting! This role resides within the 3D Photomation business that supports the core business of Scorptec Computers and other external clients.

OBJECTIVE

The role operates as the owner of the Application Support helpdesk within the development team. This position is expected to troubleshoot issues, carry out testing, and configuration of the ERP and eCommerce systems.

 We are looking for a team player who has excellent written and verbal communication skills to effectively interact with technical and non-technical stakeholders. In addition, the ideal candidate is passionate about improving business performance through good quality and intelligent technologies.

POSITION RESPONSIBILITIES

• Investigate, troubleshoot and determine root cause of reported issues.
• Manage support ticket queue and priorities.
• Ensure support tickets are responded and resolved within SLA.
• Manage stakeholders’ expectations by responding through support tickets or in person where appropriate.
• Perform analysis to produce proposals to improve quality of department deliveries.
• Perform data adjustments wherever required.
• Create user and administrator documentation where appropriate.
• Configure system parameters, workflows and permissions where appropriate.
• Participate in the test phase of SDLC by performing testing for fixed issues.
• Monitor error and processing logs to identify bugs to be fixed.
• After hours support for high priority incidents and changes may be required.

REQUIRED EXPERIENCE / SKILLS

• Tertiary qualifications in an IT related discipline or relevant IT qualifications.
• 3+ years’ experience as an Application Support Analyst or similar role.
• Strong experience working with PHP, MySql, Javascript (Mandatory).
• Excellent analytical, troubleshooting and problem solving skills.
• Excellent verbal and written communication skills.
• Strong time management and organisational skills.
• Experience in using task management tools such as JIRA.
• Demonstrate strong desire and ability to learn.
• Demonstrate excellent attention to details.
• Customer focused, ideally with experience in an omnichannel retail environment.
• Knowledge of ecommerce and/or ERP applications would be an advantage.
• Experience in ITIL processes and practices would be an advantage.

BENEFITS

• An Employee Assistance Program, which incorporates a tailored wellbeing initiative
• A competitive salary package

Please note that we only accept applicants who are eligible to work in Australia and located in Melbourne or looking to relocate.

Agencies please note: We will contact our preferred recruiting partners if we require assistance recruiting for this role.