Application Support Specialist

24 hours ago

Melbourne, Victoria, Australia Swinburne University of Technology Full time
About the Role

We are seeking a dedicated professional to join our Research, Innovation, and External Engagement team within the Information Technology – Digital Technology Delivery department. This role is crucial for maintaining high availability of application services that support university business processes for thousands of staff and students.

Key Responsibilities
  • Troubleshoot and resolve application issues and enhancement requests reported by end users, by analysing business requirements and collaborating closely with architecture, cybersecurity, computing, and development teams.
  • Restore services during disruptions through effective incident management, prevent recurring issues with proactive problem management, and safely implement changes through change management.
  • Perform software maintenance tasks, including installations, configurations, and upgrades, to ensure the availability of both production and non-production systems through environment management and keep application version up to date.
  • Document technical solutions and procedures to facilitate knowledge sharing for improved application support and maintenance.
  • Elevate issues to higher-level support teams when necessary.
About You

To be suitable for this role, you will need to have experience in the following key areas:

  • Proven experience as an Application Support or in a similar technical position.
  • A strong understanding of business information system architectures and their underlying technologies.
  • Familiarity with IT development processes, including the Software Development Lifecycle (SDLC).
  • Experience in supporting both off-the-shelf and custom-built business information systems.
  • Experience in implementing application change requests for SaaS solutions, enabling SSO, and performing issue remediation tasks.
  • Excellent communication skills to collaborate effectively with both end-users and technical teams.
  • A strong customer service orientation with a focus on results and quality of service.
  • Knowledge of IT service management and experience working in environments where industry-standard ITSM practices are applied.
Qualifications

Relevant qualifications and extensive relevant experience; or an equivalent combination of relevant experience and/or education/training.

About Swinburne University of Technology

Swinburne Horizon 2025 draws upon our understanding of future challenges. With this new strategic plan, we choose to build Swinburne as the prototype of a new and different university – one that is truly of Technology, of Innovation and of Entrepreneurship. We are committed to a differentiated university proposition in education and research, so that:

  • Every Swinburne learner gets a work experience.
  • Every Swinburne graduate gets a job.
  • Every Swinburne partner gets a tech solution.
  • Swinburne is the prototype of global best practice.

The achievement of our 2025 moon shots depends on our capacity to work collectively, always, as One Swinburne.

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