Application Support Analyst

7 months ago

Sydney, Australia Charter Hall Group Full time

Application Support Analyst

**This is a place for talent**

No matter your background or personality, if you bring a passion, and a drive to do your very best, you are welcomed here. We know that our people do their best work when there are diverse opinions and everyone feels valued and included. Because an inclusive workplace not only means people feel empowered, it also helps build a stronger business where great things happen.

Where a role is advertised as full-time, Charter Hall operate a flexible working environment and would be open to discussions on how this role could be performed.

**What you'll be doing**
- Documentation: Create and maintain comprehensive documentation of system configurations, processes, and troubleshooting procedures.
- Collaboration: Collaborate with cross-sector teams to identify business requirements and translate them into effective solutions on the above platforms.
- Performance Monitoring: Monitor system performance, identify potential bottlenecks, and recommend optimizations to ensure optimal system performance and user experience.

**Key outcomes**
- Respond to and resolve operational incidents within the agreed service levels
- Meet or exceed operational metrics such as customer sentiment, aged and reopened incident targets, response and resolution SLAs
- Achieve 100% compliance with defined ITSM processes
- No audit findings raised as a result of not following processes and controls

**Your Key Relationships**
- Internal stakeholders: cross-divisional teams, Digital and Data team, Group IT team, BSE Marketing team, Sector Marketing Teams
- External stakeholders: Software vendors, team augmentation suppliers, offshore resources

**What we're looking for**

**Behavioural**:

- Adaptability: The ability to adjust to changing technologies, client requirements, and project scopes
- Problem-Solving Skills: Adept at analysing complex issues, identifying root causes, and proposing effective solutions. Problem-solving skills are crucial for troubleshooting technical challenges.
- Attention to Detail: Detail-oriented specialist ensuring accuracy, quality, and adherence to best practices.
- Collaboration: Ability to work well with cross-functional teams, developers, and stakeholders. Effective communication and teamwork leading to successful project outcomes.
- Technical Curiosity: Staying up to date on industry trends, explores new tools, and seeks continuous learning. Curiosity drives innovation.
- Time Management: Balancing multiple tasks, deadlines, and priorities requires effective time management. Meeting project milestones is crucial. Independently prioritise work to efficiently resolve incidents while also completing routine tasks. Meets agreed timeframes without requiring oversight or up from others.
- Customer Focus: Understanding needs, providing excellent service, and maintaining positive relationships. Translates highly technical concepts into concise, what's-in-it-for-me messages, that speak to what we do.
- Analytical Thinking: Analyse data, performance metrics, and system logs to optimize processes and enhance efficiency. Solve high-impact issues before they turn into problems and looks to solve for root causes.
- Resilience: The IT landscape can be challenging. Resilience helps specialists handle setbacks, learn from failures, and persevere.

**Technical**:
**Required**:

- At least 1 year experience working with or supporting an enterprise-grade Web Content Management System like Sitefinity, Sitecore, Episerver, etc.
- At least 1 year experience with cloud hosting environments, with a strong preference for Azure
- Hands-on experience with DevOps and CI/CD is a must, with a preference for Azure DevOps
- Understanding of business analysis and requirements-gathering techniques such as business process mapping
- Experience working with support ticketing systems such as Service NOW
- Familiar with ITIL Incident, Problem and Change Management processes
- Familiar with audit, risk and compliance with attention to IT General Controls
- Understanding of domain management principles, including DNS configuration, domain registration and SSL certificates
- Exposure to electronic marketing tools such as Campaign Breeze, SalesForce and Microsoft Customer Insights
- Understanding of monitoring tools to track platform health, uptime and performance metrics.

**Desirable**:

- Experience supporting and configuring low-code / no-code development platforms is highly desirable
- Working knowledge of SQL, Excel (macros and VBA)
- Experience with Microsoft technologies including but not limited to, Visio, SharePoint, PowerApps, PowerBI and Flow
- Experience configuring and supporting customer relationship management systems e.g. Microsoft Dynamics
- Knowledge of APIs and webhooks for seamless data exchange
- Experience in caching strategies, CDN configuration and database optimization

**A spirit of shared success**

Together, our efforts shape the success of our customers and comm

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