Application Support Analyst

2 weeks ago

Sydney, New South Wales, Australia Resolution Life Full time

At Resolution Life, we're proud to have evolved into a global business under the Resolution Life name. For customers, advisers, companies and the industry. We're making an impact worldwide


Resolution Life Group is a global life insurance group focusing on the acquisition and management of in-force life insurance policies.

With assets of $31 billion and 1.5 million customers, Resolution Life are providing existing customers with life insurance, super and investments.


Why us?

Our platform vision is to be the leading in-force specialist life-insurer in Australasia by 2024, by being customer-obsessed and data-driven.
We are one of the first life insurers globally to operate in an entirely Enterprise Agile environment.

The strategic priorities of the platform are focused on ensuring the business is future-fit and sustainable, and to grow through bolt-on acquisition of in-force portfolios.

We are guided by core behaviours that inform the way Resolution Life team members show up each day and interact with others.


The Opportunity


We have an exciting opportunity for an Application Support Analyst with experience with Amazon Connect, specifically the AI services (Amazon Comprehend, Lex, Rekognition, Polly, Textract, Translate, Transcribe), ideally in conjunction with customer experience and engagement, to join our amazing team here at RLA on a permanent basis.


This role will provide the technical and product capability required utilising AWS Connect to support the delivery of the best possible customer experience through the Contact Centre and broader phone-based teams.

This role will manage end to end IVR and queue workflow including projects, process improvement and change management activities. This role will also manage chatbot and the mapping of our live chat service. You will collaborate and establish requirements for internal and external stakeholders including vendor management.

Your Story

  • Provide 1st level support for AWS Connect to frontline and wider business.
  • Manage AWS Connect end to end for Resolution Life Australasia.
  • Monitor business system performance and availability.
  • Design call flows and other changes to the IVR and Chatbot.
  • Design, develop and deliver changes on the platform.
  • Provide technical requirements and use cases to our vendors and support implementation.
  • Write test scripts and complete testing to identify and report defects.
  • Understand business processes, technical requirement, gap analysis & documentation, write user stories and epics, run weekly sprints within Agile methodology.
  • Document business process, new technical requirements, modify existing requirements, write test scripts and technical report.
  • Maintain all process and project documents in SharePoint and Confluence
  • Strong understanding of contact centre workflows
  • Great interpersonal skills
  • Exceptional problemsolving skills
  • Hands on experience with AWS Connect
  • Demonstrated experience working as part of a team
  • AWS Cloud Practitioner Certification highly regarded but not essential

Critical Skills
At Resolution Life, we have identified the following critical skills which are key to success in our culture:

  • Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
  • Critical Thinking: Thoughtful process of analysing data and problemsolving data to reach a wellreasoned solution.
  • Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
  • Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.
  • Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.

What Will We Do For You:
Our culture underpins our values and guides our decision making. It's also what makes Resolution Life a great place to work.


Resolution Life Australasia supports virtual working, and our enduring primary place of work continues to be "virtual" with the physical office and home office used interchangeably.

We recognise that our workers can contribute and connect equally regardless of where they are located, and we have seen and experienced the wellbeing and benefits that come from working at home.

This means some of us work at home most of the time, in the office most of the time or a balanced mix.


Every day is an opportunity to grow - and we hope to offer our people a career, not just a job.


The learning and development opportunities we offer include supporting the completion of executive-level short courses, access to leading online learning tools, on the job training, and mentoring by highly experienced business leaders.


Join us


Before commencing employment in this role you will need to provide two references, full working rights and complete police and credit checks through an online provider.

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