Associate Application Specialist

5 months ago

Brisbane, Australia Fujitsu Full time

**Associate Application Specialist**

**We Are Fujitsu**

We 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 Role**
- 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
- 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 training

**Nice to Have**:

- Problem analysis and root cause investigation skills
- 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.
- 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.

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