Technical Lead; Applications Support Specialist

7 days ago

Canberra, ACT, Australia Green Light Full time
Job Description

Job Title: Technical Lead; Applications Support Specialist

Job Summary:

Green Light is seeking a highly skilled Technical Lead; Applications Support Specialist to join our team. As a key member of our IT department, you will be responsible for providing technical leadership and support to our Application Support team.

Key Responsibilities:

  • Technical Leadership: Provide technical guidance and leadership to the Application Support team, ensuring effective resolution of technical issues.
  • Root Cause Analysis: Conduct thorough root cause analysis of complex application issues, identifying trends and recommending permanent solutions.
  • Process Improvement: Collaborate with the IT Client Services Manager to identify areas for process improvement and implement changes to enhance efficiency and customer satisfaction.
  • Communication: Develop and maintain effective communication with internal teams, external vendors, and business stakeholders to ensure seamless issue resolution.
  • Knowledge Management: Facilitate the management of knowledge base articles, documentation of complex issues, and annual and regular scheduled tasks.

Requirements:

  • Technical Expertise: Proven experience in delivering positive outcomes, providing technical leadership, and contributing to a customer service culture.
  • ITIL and ITSM: Strong understanding of ITIL and ITSM processes and procedures, with experience in continuous improvement.
  • Communication Skills: Excellent oral and written communication skills, with the ability to engage with key stakeholders.
  • Problem-Solving: Proven ability to analyze systems issues, document outcomes, and contribute to Problem Management.
  • Agile Development: Experience working in a mid-paced, Agile development team.

Senior Analyst; Applications Support Team

Job Summary:

As a Senior Analyst; Applications Support Team member, you will work closely with the IT Client Services Manager to manage Business As Usual tasks, coordinate with multi-disciplinary teams, and facilitate understanding and resolution of issues of known and unknown origin.

Key Responsibilities:

  • Issue Resolution: Work with the IT Service Desk staff, Senior Application Support Analysts, and business stakeholders to manage Business As Usual tasks and resolve technical issues.
  • Knowledge Management: Facilitate the management of knowledge base articles, documentation of complex issues, and annual and regular scheduled tasks.
  • Analysis: Undertake and assist with analysis tasks relating to general application support issues.
  • Uptime and Availability: Actively monitor uptime and availability of internal systems to ensure business continuity.

Requirements:

  • Technical Expertise: Demonstrated experience working in an IT service support and delivery role with excellent communication and organizational skills.
  • ITIL and ITSM: Strong understanding of ITIL and ITSM processes and procedures, with experience in continuous improvement.
  • Communication Skills: Excellent oral and written communication skills, with the ability to engage with key stakeholders.
  • Problem-Solving: Proven ability to analyze systems issues, document outcomes, and contribute to Problem Management.
  • Agile Development: Experience working in a mid-paced, Agile development team.

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