Application Support Specialist

3 weeks ago

Sydney, New South Wales, Australia ReadyTech Full time

About ReadyTech:

We are a leading provider of mission-critical software solutions, empowering communities to thrive. Our company is stable, with a strong track record of sustainable growth and a significant number of long-term customers.

Our Mission:

We aim to make a meaningful difference in the lives of our customers and stakeholders. We achieve this by delivering innovative technology solutions that solve diverse problems and support multiple businesses across various markets.

Our Culture:

We value inclusivity, collaboration, and a commitment to our north star – the communities we serve and society at large. Our team is dedicated to solving real problems, and we stay focused on delivering exceptional results.

Job Summary:

We are seeking a skilled and dedicated Application Support Analyst to join our dynamic team. The successful candidate will play a critical role in ensuring the stability, functionality, and optimal performance of our company's software applications.

Key Responsibilities:

  • Provide efficient and effective technical support to end-users, responding promptly to inquiries and resolving application-related issues.
  • Diagnose and troubleshoot software problems, identifying root causes and implementing appropriate solutions.
  • Collaborate closely with cross-functional teams, including developers, QA testers, and business stakeholders, to address application-related concerns and implement improvements.
  • Monitor application performance and proactively identify potential issues, ensuring seamless functionality and user satisfaction.
  • Document support processes, issue resolutions, and frequently asked questions to build a comprehensive knowledge base for both internal teams and end-users.
  • Assist in the testing and deployment of software updates, patches, and enhancements to ensure they do not disrupt the application's stability.
  • Stay up-to-date with industry trends and emerging technologies to contribute insights for continuous improvement of application support processes.

Requirements:

  • Service support tools and practices
  • Familiarity with ITIL practices and principles
  • Good MS Office skills
  • Familiarity with JIRA Service Desk and Confluence is advantageous.
  • Proficiency in SQL and database concepts for querying and analysing data is advantageous.
  • Knowledge of API / Integration testing tools (SOAPUI, Postman etc) is advantageous.
  • Ability to troubleshoot SVN/Source Control Queries also advantageous.
  • Experience working in application support, preferably for a SaaS provider, IT help desk, or related role.
  • Experience working in DevOps and Agile environments.
  • Experience with major incident management preferred.
  • Experience with supporting enterprise-level software applications and familiarity with various operating systems (Windows, macOS, Linux).
  • Demonstrated ability to work independently and collaboratively in a fast-paced environment.
  • Experience in performing or assisting with deployments desirable.
  • Experience working in or with the Government/Civil service desirable
  • Experience of working with a growing and evolving company

What We Offer:

We provide a dynamic and inclusive work environment, with opportunities for career growth and development. Our company is committed to seeing things through each other's eyes, and we value positivity, fairness, and empathy in every interaction.

Equal Opportunity Employer:

We are an equal opportunity employer that celebrates our diversity of race, beliefs, sexual orientations, gender identities, age, disability status, marital status, and more. We are committed to ensuring a safe and secure working environment for all employees and in compliance with Australian regulations.

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