Senior applications support analyst

DescriptionCanterbury-Bankstown Council -

Here at CBCity

The City of Canterbury Bankstown is one of the largest Council’s in NSW with the most culturally, socially and economically diverse communities in Sydney. We deliver 21 key services such as childcare, waste collection, parks maintenance, libraries, community facilities and aquatic centres to over 370,000 residents

The Role

The Senior Application Support Analyst will be responsible for complex system analysis, problem resolution, user support and maintenance, along with development and enhancements of Council’s corporate applications. The position will provide level 2 support and input on continuous improvement, ensuring compliance, with a strong focus on customer service in accordance with service level agreements.

• This opportunity will be offered on a permanent full-time basis

Duties will include but not be limited to:

• Diagnosing, and resolving technical issues related to corporate applications and providing escalation support to the ICT customer experience team
• Oversee corporate application accounts, users, and permissions to ensure that access is granted appropriately and securely
• Provide high level technical support for all software applications used within the organization.
• Provide a high level of customer service to both internal and external customers, with a focus on continuous improvement and enhancing the customer experience by placing the customer at the centre of all decision making.
• Manage the planning and prioritising of service desk tickets, problems, changes systematically to minimise backlog and ensure operational efficiency.
• Monitor system performance to ensure that all software applications are functioning optimally.
• Work collaboratively with other members of the IT team to ensure that all software applications are integrated and functioning correctly.
• For a full list of duties, click here to review the position description.

You will have:

• Tertiary qualifications in ICT or related discipline.
• ITIL specialist certification
• C class drivers’ licence
• Technical maintenance experience working in two or more of the following systems, Land Information/Property, EDRMS, Customer Request, website, Facilities Management, Library, ERP or GIS.
• Knowledge and experience in the use of ICT applications including, Microsoft 365, Windows 10/11, Citrix, cloud-based technologies, Active Directory, Audio visual and other work-related systems
• Demonstrated experience in customer-facing ICT operations, including service desk, and executing effective plans to enhance the overall customer experience.
• Written and verbal communications skills, with the ability to communicate technological solutions related concepts to technical and non-technical audiences at various levels.
• Analytical and problem-solving skills
• Sound collaboration and negotiation skills with the capability to build and maintain relationships with stakeholders
• Knowledge and understanding of service management principles and processes

The salary range for this opportunity commences at $97,993 (Grade H, Step 1) + 11% super. Salary may be negotiable dependent on skills and experience.

Click here to access salary information for all steps within the designated Grade.

What’s on offe
r

• An Attractive Remuneration Package.
• Embrace a better work-life balance with our Accrued Time Off program, designed to prioritise your well-being and help you manage the balance between your personal and professional life.
• Permanent Full-time position with Local Government conditions such as long service leave after 5 years, annual salary increases and generous parental leave options.
• Contribute to making a positive impact on our community.
• An investment in your professional growth, fostering continuous learning and development opportunities.
• Access to our employee Health and Wellbeing Programs.

For more information, please contact Rodrigo Irigoitia at ***************@cbcity.nsw.gov.au

You will need to submit your application via the ‘Apply Now’ button and create a login using your email address and upload a:

• Resume; and
• Cover Letter addressing the selection criteria within the position description and explaining your suitability for the role.

Applications close on Tuesday, 2 April 2024
.

CBCity is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. We want our workplace to reflect the diverse community we serve. We encourage applications from all backgrounds, experiences and abilities; this includes people with disability, Aboriginal and Torres Strait Islanders, the LGBTQIA+ community and people from culturally diverse backgrounds.

If you require support with your application and throughout the recruitment process, please contact the Talent Management Team at ***********@cbcity.nsw.gov.au

Successful applicants may be required to undertake a Criminal History Check, Medical and/or Working with Children Check in accordance with the position.

Applicants must hold an Australian citizenship, permanent residency, or possess a valid work permit/visa with full unrestricted working rights to be eligible.