Application Support Analyst

1 week ago


Clayton South, Victoria, Australia Scorptec Full time

The Application Support Analyst role is part of the Web Development team under the direct supervision of the Web Development Project Manager, collaborating with seasoned developers and end users in an established yet evolving retail environment. This position is within the 3D Photomation business supporting Scorptec Computers and external clients.

OBJECTIVE

The role entails overseeing the application support helpdesk in the development team, involving issue troubleshooting, testing, and configuration of ERP and eCommerce systems.

We are seeking a team player with strong written and verbal communication skills to engage effectively with both technical and non-technical stakeholders. The ideal candidate should be enthusiastic about enhancing business performance through the implementation of top-notch technologies.

POSITION RESPONSIBILITIES

  • Investigate, troubleshoot, and identify root causes of reported issues.
  • Manage support ticket queue and priorities.
  • Ensure timely response and resolution of support tickets within SLA.
  • Handle stakeholders' expectations by addressing support tickets or in-person where necessary.
  • Conduct analysis to propose enhancements to department deliveries.
  • Perform data adjustments as needed.
  • Create user and administrator documentation when required.
  • Configure system parameters, workflows, and permissions as needed.
  • Participate in SDLC test phases by testing resolved issues.
  • Monitor error and processing logs to identify bugs for resolution.
  • Provide after-hours support for critical incidents and changes if necessary.

REQUIRED EXPERIENCE / SKILLS

  • Tertiary qualifications in an IT-related field or relevant IT certifications.
  • 3+ years' experience in application support analysis or similar roles.
  • Proficient in PHP, MySQL, and Javascript (Mandatory).
  • Strong analytical, troubleshooting, and problems solving abilities.
  • Excellent written and verbal communication skills.
  • Effective time management and organizational skills.
  • Proficiency in task management tools like JIRA.
  • Strong willingness and capacity to learn.
  • Keen attention to details.
  • Customer-focused, with omnichannel retail experience preferred.
  • Knowledge of ecommerce and/or ERP applications is advantageous.
  • Familiarity with ITIL processes and practices is a plus.

BENEFITS

  • Attractive salary package.
  • Potential for long-term career growth in a privately owned company.
  • Recognition through various employee award programs.
  • Employee Assistance Program with a customized wellbeing initiative.

Please be advised that applications are only open to individuals eligible to work in Australia and either located in Melbourne or open to relocation.

Agencies please note: Our preferred recruiting partners will be contacted if assistance is required for this position.



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