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Applications Support Specialist

2 months ago

Melbourne, Victoria, Australia Annecto Full time
Job Title: Applications Support Analyst

Annecto is a leading provider of disability and aged care services, with a strong commitment to supporting individuals and communities across Australia. We are seeking an experienced Applications Support Analyst to join our IT team, providing high-quality support to our end-users and ensuring the smooth operation of our SaaS systems.

Key Responsibilities:
  • Provide comprehensive application support, resolving incidents and requests in a timely and effective manner.
  • Develop and maintain a deep understanding of business processes and how they are supported by our applications.
  • Collaborate with Operational Managers, Managed Service Providers, and other key vendors to ensure seamless communication and process improvement.
  • Create and maintain a positive user experience, including feedback and updates.
  • Ensure adherence to security policies and escalation processes for all applications.
  • Monitor and manage ticketing systems to analyze and resolve incidents and requests.
  • Coordinate end-user training and conduct user tests to identify potential errors or problems.
  • Conduct customer satisfaction surveys, document improvements, and provide recommendations on application upgrades, enhancements, and fixes.
  • Participate in application governance and audit reviews, ensuring suitable controls are in place and licenses are managed.
Requirements:
  • 3+ years' experience in an IT-based user/customer service or application support role.
  • Business Analysis and process documentation experience.
  • Excellent time management skills and a flexible, agile approach to prioritization.
  • TechnologyOne/ERP suite experience.
  • Demonstrated experience in application project delivery.
  • Ability to effectively communicate process and change to a non-technical audience.
  • Experience in process/procedure development and a strong focus on continuous improvement.
Desirable:
  • Alayacare client Management system.
  • MS 365 platforms and tools.
  • Demonstrated process improvement capability.
  • Previous experience supporting users in an integrated applications environment.
  • Relevant tertiary qualifications or equivalent experience.
  • Highly regarded: ITIL Foundation Certification.

Annecto is a child-safe and equal employment opportunity employer. All employees are required to undergo a National Police Check, a Working with Children Check where necessary, and abide by our Child Safe Policy and Code of Conduct.