Support Analyst

5 months ago

Hawthorn East, Australia Coles Group Full time

**About the team**

As the way we shop continues to evolve, our Technology team keeps us at the cutting edge. Driven by our innovative, inclusive, and forward-thinking culture, we’re constantly looking at ways to reinvent the shopping experience for our customers and build the next generation of digital retailing.

**About the team**:
As the way we shop continues to evolve, our Technology team keeps us at the cutting edge. Driven by our innovative, inclusive, and forward-thinking culture, we’re constantly looking at ways to reinvent the shopping experience for our customers and build the next generation of digital retailing.

**About the role**:
**What you’ll be doing**:

- Maintain and support systems as per agreed SLAs
- Able to resolve complex issues
- Understand business needs
- Drive continuous improvement
- Support the Level 2 team with enhanced technical capability
- Engage other teams as required for cross platform issue resolution
- Ensure timely and appropriate customer and stakeholder communication occurs so that they are fully engaged and informed on the status of all issues
- Ensuring the best internal customer experience by always providing superior level of service
- Ability to develop, test and implement solutions to issues detected during troubleshooting
- Maintain technical and product knowledge and expertise, through research and self-development to ensure support remains efficient, effective and relevant to the business needs of Coles

***:
**Good things you’ll need**:

- Demonstrated experience in leading resolution activities.
- Ability to influence and work closely with other teams to achieve results
- Demonstrated experience and understanding of operational environment and processes
- Strong analytical and problem resolution skills
- Strong written and verbal communication skills

**Commercial Skills and Formal Qualifications**:

- Bachelor’s degree (Or equivalent qualification) in software development, computer science, business intelligence, information technology, data management, or other related fields, as well as IT Retail industry experience
- Ability to innovate and problem solve
- Intermediate to Advanced knowledge of database procedures and Microsoft SQL Server concepts
- Intermediate to Advanced knowledge & experience in PowerShell
- Knowledge of one or more SQL variant, such as MySQL, MSSQL, and PostgreSQL
- The ability to create fast and efficient database queries, including joining and cross-referencing cells from several tables
- Familiarity with standard database management tools and software, such as Microsoft Access, Oracle Database, and phpMyAdmin
- Application of the Coles Values and Way of Working
- ITIL or equivalent certification desirable
- With us it’s not about the discounts (although you do get those), it’s about joining a team where your wellbeing and professional development is invested in and celebrating your contributions is the norm. And because everyone leads unique lives, we offer flexible work including work from home, additional leave, and parental leave entitlements._

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