Digital Platform Support Analyst

DIGITAL PLATFORM SUPPORT ANALYST - St Leonards, Sydney

Hamilton Island is looking for a technically capable Digital Platform Support Analyst to join our Sydney-based team. This position will play a key role in partnering with the business, to maintain, troubleshoot, and enhance our consumer-facing digital applications. Working closely with a small, collaborative IT team and key stakeholders across the business, you’ll provide support and technical expertise to ensure optimal performance, user satisfaction, and continuity of service across our digital platform.

Based at our St Leonards Head Office, you’ll act as the technical owner of the tools used by our Marketing team - including the website, CRM, CMS and mobile applications. With a full digital platform replacement planned in the next 12 months, this is a rare opportunity to step into a hands-on support role while also contributing to strategic transformation.

Why you’ll love working with us

- Own the tools - be the technical lead across our digital platforms including CMS, CRM and our consumer website
- Be part of the transformation - play a key role in platform replacement projects
- Work-life balance - office-based Mon -Thurs with work-from-home Fridays
- Convenient location - walk to St Leonards train station or the new Crows Nest metro
- Perks beyond the desk - enjoy access to our free on-site gym, paid parental leave, plus discounts on health insurance, travel insurance and holidays to Hamilton Island

Where you’ll make an impact

- Provide 1st and 2nd level support for our digital platforms - including the CMS, CRM, website and mobile applications
- Troubleshoot technical issues, manage incidents, and resolve application errors promptly
- Liaise with third-party vendors and internal teams to escalate and resolve complex issues
- Monitor system performance and proactively identify areas for improvement
- Support platform configuration, user administration, and ensure data integrity
- Act as the key interface between Marketing and IT, ensuring alignment of services and priorities
- Partner with stakeholders across Marketing, Sales and other departments to understand needs and deliver enhancements
- Help manage expectations around scope, timelines and outcomes for digital initiatives
- Assist with system updates, testing, and deployment in collaboration with vendor and development teams
- Document support processes, tickets, and knowledge articles to support future troubleshooting
- Contribute as the subject matter expert to digital projects including enhancements, integrations and process improvements
- Ensure compliance with data protection and cybersecurity standards
- Monitor and manage the IT Helpdesk queue, responding to escalations as required

What we’re looking for

You’re a technically minded support analyst with a background in software or website development, and experience working with customer-facing digital platforms. You’re confident engaging both technical and non-technical stakeholders, and you understand how to support platforms that sit at the heart of digital marketing.

To be successful, you’ll need:

- At least 2 years’ experience in a similar role supporting consumer-facing digital platforms
- A strong technical foundation with exposure to software development or website development
- Experience with CRM and CMS tools
- Familiarity with HTML, CSS, JavaScript and web publishing workflows
- Exposure to integration tools or APIs
- Basic knowledge of SQL or data reporting tools
- A proactive mindset, with strong troubleshooting and stakeholder management skills
- A collaborative working style and ability to adapt in a changing digital environment

About Hamilton Island

Our mission is to share the wonder of Hamilton Island with the world by creating wonder-filled experiences for our guests, employees and community.

Every team member plays a role in shaping those experiences - making Hamilton Island not just a great place to visit, but a great place to work.

A little island can do wonders - make your next career move one to remember. Apply now

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