Senior Application Support Analyst

3 weeks ago

Brisbane, Queensland, Australia Buscojobs Full time

The Role

We are a global animal health technology and services company dedicated to advancing veterinary medicine. With a history of innovation, we provide products, services, and technology through a unified platform that connects our customers with the solutions and insights they need. Our passion for animal well-being drives us to improve veterinary care.

We are seeking a Senior Application Support Analyst based at our Eight Mile Plains office. You will provide hands-on application support to veterinary clinics and collaborate with the Manager, Customer Experience, to resolve complex and urgent support cases, including those involving corporate customers and key stakeholders. The role involves engaging with internal teams for issue escalation and mentoring support staff to enhance their capabilities.

Your primary responsibilities will include :

  • Monitoring and managing escalated support cases promptly; collaborating with team members and internal resources for quick resolution.
  • Communicating professionally with enterprise and corporate stakeholders and informing management of potential blockers.
  • Escalating unresolved issues to internal departments with detailed documentation for further troubleshooting.
  • Coordinating with product and engineering teams to track escalated queries and providing updates to stakeholders.
  • Supporting technical services, implementations, and customer success projects, including migrations, integrations, and licensing tasks.
  • Mentoring junior support staff to improve team knowledge and case resolution times.
  • Training internal staff on new functionalities and documenting release notes and knowledge base articles.
  • Monitoring support queues and assisting team members as needed.

About You

To be successful you will have;

  • Bachelor's degree in Information Technology or equivalent experience; ITIL knowledge is a plus.
  • Proficiency in administering SQL Server, writing SQL queries, and debugging.
  • Experience supporting enterprise applications, including hardware, OS, and server environments.
  • Strong problem-solving skills with a logical approach and creative thinking.
  • Understanding of system integrations.
  • Familiarity with basic Azure portal features.
  • Excellent interpersonal and communication skills for engaging with technical and non-technical stakeholders at all levels.
  • A solutions-oriented mindset with the ability to customize solutions to customer needs.

Why Join Us?

At Covetrus, we foster a family-friendly and respectful workplace, embracing diversity and encouraging applications from all backgrounds. Our team members enjoy a range of benefits, including:

  • Discounts on animal health products.
  • Access to Perkbox/Boost discounts and wellbeing resources.
  • Additional leave options, including birthday leave and paid parental leave.
  • Flexible hybrid work arrangements and dog-friendly offices (where applicable).
  • 24/7 Employee Assistance Program.
  • Recognition programs like Values Awards and Service Anniversary Awards.
  • Leadership and emerging leadership development courses.
  • Annual flu vaccinations and volunteer days.
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