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Application Support Analyst

1 month ago

Melbourne, Australia Australia Post Full time

**Help us deliver like never before**

We’re looking for an
**Application Support Analyst **to join our diverse, talented and innovative digital technology team who together are helping our customers and communities build a better future. Together, we design, build and maintain products, services and experiences that Australian's love and trust, while delivering a sustainable future for Australia Post, and you could be part of that.

We're empowered to deliver for our teams and to delight our customers. We provide an inclusive and supportive environment that nurtures talented people, trusts our teams to deliver their best, and leverages modern work practices and technologies. It's an unexpectedly dynamic and collaborative culture that feels more like a start-up than a 213-year old icon.

**Business Context**

This role sits within
**SecurePay** who are a part of the Australia Post Group.

At SecurePay, we operate in the fast-paced and exciting world of fin-tech, striving to deliver brilliant outcomes for our customers.

The e-commerce landscape is changing at a rapid pace and Australian business, consumers and the broader community require services that are relevant to how they will transact, get online, shop, pay and deliver.

SecurePay Group, as part of Australia Post’s strategy to focus on helping our people, customers and communities build a better future delivering to everyone, everywhere, every day.

**What you’ll deliver with us**

The role of the
**Application Support Analyst **is to provide First level expertise, maintenance, support and 24/7 system monitoring for SecurePay Group’s (Including Poli Payments) Systems, Platforms and Applications.

The team provides coverage 24 hours a day, 365 days a year.

**You’ll also**
- Perform regular day-to-day operational run-sheet tasks.
- Create and maintain operational documentation.
- Ensure team and system SLAs are met and reported.
- Complete security awareness and other regular compliance training courses as required by SecurePay and Australia Post.
- Other adhoc duties as requested by the Operations Centre Manager
- Work closely with Service Management to assist in the resolution of Incidents, Problems and Service requests in line with agreed SLA’s
- Identify key issues and risk elements and escalates promptly.
- Ensure maintenance releases are protected by appropriate and tested back-out measures.
- Contribute to the continuous improvement of the Technology Team function by maintaining awareness of technology developments and making appropriate recommendations to enhance services where applicable.
- Maintain awareness of current Information Security standards and ensures all activities comply with the standards.
- Demonstrate sufficient consideration of customer needs and customer experience targets, as driven by business requirements.
- Respond to, resolve and report on events and alarms for all platforms triggered from various monitoring tools (System Monitor, Control-M, Slack, Splunk, ect).
- Identify, support and resolve major incidents, including contact with Major Incident Managers and Senior Technical and Leadership members.

**You’ll need**
- Minimum 1 years’ experience in the IT industry.
- Experience working in high performing teams.
- Experience collaborating with stakeholders.
- Experience collaborating with technical teams.
- Quick responsiveness to mission critical systems.
- Occasionally provide afterhours support.
- Qualifications in IT/business discipline or equivalent.
- Foundation knowledge of Information Technology Service Management related trends and themes (e.g. ITIL/ISO20000) or demonstrate understanding of key methodologies and terminology of ITIL.
- Experience using MS SQL and MySQL databases.
- Experience in Linux OS and Microsoft Server and Client.
- Exposure to job scheduling technologies (Control-M or similar).
- Exposure to monitoring tools and services (Nagios, Splunk or similar)
- Understanding of automation frameworks (Puppet).
- Understanding of the SDLC and the Java ecosystem (bonus).

**We’re delivering together**

At Australia Post, we acknowledge the Traditional Custodians of the land on which we operate, live and gather as employees.

**One last thing