Associate Application Specialist

Associate Application SpecialistWe Are FujitsuWe use technology to make happier lives. We are a global leader in technology and business solutions that transform organizations and the world around us. We have a long heritage of bringing innovation and expertise, continuously working to contribute to the growth of society and our customers.About the RoleSupport Developer is to provide Level 2+ application support to the customer application. This may include

• Analysing support requests and incidents to determine root cause,
• Simple to moderate data fixes,
• Simple to moderate bug fixes.

• This role requires NV2 security clearance and ready access to customer network.
• Attendance in the office is required with part WFH flexibility.

Primary Responsibilities:Application Level 2/2+ support

• Daily health checks on the application, including alerts and logs.
• Monitor support queue to address Support Requests and Incident tickets.
• Ensure tickets are updated and progressed according to appropriate procedures, and with SLA.
• Analyse incidents for root cause; and escalate to team members when appropriate.

Database queries and bug fixes

• Perform simple to moderately complex data queries to assist with diagnosing support issues.
• May perform simple to moderately complex data fixes to resolve support issues.
• May contribute to tracking progress of bug fixes with other team members to ensure fixes targeted for specific release is being progressed, and that SLA are met.

General

• Ensure Helpdesk documentation is kept up to date.
• Maintain currency of knowledge relating to technologies of relevance to the solution
• Support Request and Incident KPI are met.
• Customer ITIL procedures for support tickets are followed including
• Requirement for tickets to be updated regularly.
• Correct priority applied to tickets.
• Correct status applied to tickets.
• Correct level of detail inactivity logs and resolution descriptions
• Correct procedure followed for transferring tickets from/to other Assignment Groups Attendance at monthly support meetings.

Required Skills:

• Previous experience in a similar role essential
• Progress 4GL
• Progress RDBMS
• SQL

Note: if no Progress knowledge, willingness to learn via online trainingNice to Have:

• Problem analysis and root cause investigation skills
• Proficient in desktop applications such as MS Office suite
• Works well without needing excessive supervision where normal daily routine applies.
• Previous Helpdesk experience highly desirable
• Knowledge if ITIL processes for service, incident and change management
• Ability to speak and write fluently in English.
• Show confidence in decision making to escalate to subject matter experts in the team or resolve an issue independently.
• Ability to think ahead, plan, prioritise and flag early with management if targets cannot be met.

Why Fujitsu?We are an organization with a strong set of values and a history of respecting fairness and equality, whilst promoting diversity, equity and inclusion. We constantly push ourselves to do better and strive to bring together a diverse mix of perspectives and talents in an inclusive environment, where we encourage our people to bring their full selves to work. We call this Be Completely You.

• We put people first. We believe in the power of diversity to drive innovation and our Work180 accreditation, AWEI (Australian Workplace Equality Index) Gold Employer status and Rainbow Tick certification for LGBTI+ inclusion show that we value an inclusive culture.
• We offer tailored career paths across our global organization to support your professional and personal growth.
• Our customers trust us. We have an excellent reputation across the region and globally.
• Best in class reward and recognition programs flexible work, volunteering leave and more.
• We live our values of aspiration, trust and empathy, all day, every day.

As an inclusive employer, Fujitsu aims to recruit a diverse range of talents to help us achieve our purpose. In line with our diversity, equity and inclusion strategy, we welcome applications from women and gender diverse people; Aboriginal and Torres Strait Islander people; Māori and Pacific people; LGBTI+ people; people with a disability; culturally and linguistically diverse people; and veterans and emergency responders. Transgender and gender diverse applicants can request a copy of our Frequently Asked Questions to assist with the recruitment journey by emailing .If you dont tick every box in this job description, please dont rule yourself out. Research suggests that women and other people in underrepresented groups tend to only apply if they meet every requirement. We focus on hiring people who value inclusion, collaboration, adaptability, courage, and integrity, rather than ticking boxes so if this resonates with you, then please apply. For more information, please email .Search Firm Representatives Please Read CarefullyFujitsu does not accept unsolicited assistance from search firms for employment opportunities. All CVs or resumes submitted by search firms to any employee at our company without a valid written agreement in place for this position will be considered the sole property of our company. No fee will be paid if a candidate is hired by Fujitsu due to an agency referral where no existing agreement is in place with the Fujitsu Talent Acquisition Team. Where agency agreements are in place, introductions must be through engagement by the Fujitsu Talent Acquisition Team.PLEASE NOTE:Due to the inherent requirements of the role, candidates must be Australian Citizens and hold a minimum NV2 Australian Federal Government Security Clearance. The role will or will likely involve access to controlled technology, must satisfy additional restrictions and requirements as a consequence of the International Traffic in Arms Regulations and the Export Administration Regulations. As a consequence of these restrictions and requirements, applicants may be adversely impacted if they are not Australian citizens, are dual nationals, hold citizenship from proscribed countries or are not of Australian national origin. Please refer to Discrimination (Fujitsu Australia Limited) Exemption 2017 (No 1) Notifiable instrument NI2020-672 (ACT).