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Senior Business Analyst

2 months ago

Canberra, ACT, Australia Kirra Services Full time
About the Role

We are seeking a highly skilled Senior Business Analyst - Applications Support to join our team at Kirra Services. As a key member of our IT Service Support team, you will play a critical role in ensuring the smooth operation of our internal systems and providing exceptional support to our business stakeholders.

Key Responsibilities
  • Business Process Management: Work closely with our IT Service Desk staff, Senior Application Support Analysts, and business stakeholders to manage Business As Usual tasks, ensuring seamless communication and issue resolution.
  • Issue Resolution: Coordinate with multi-disciplinary teams to facilitate understanding and resolution of issues of known and unknown origin, utilizing your analytical skills to troubleshoot and resolve complex problems.
  • Knowledge Management: Facilitate the management of knowledge base articles, documentation of complex issues, and annual and regular scheduled tasks, ensuring that our team's knowledge and expertise are up-to-date and readily available.
  • Analysis and Reporting: Undertake and assist with analysis tasks relating to general application support issues, providing actionable insights and recommendations to improve our services.
  • Uptime and Availability: Actively monitor the uptime and availability of our internal systems to ensure business continuity, identifying and addressing potential issues before they impact our operations.
  • Team Leadership: Serve as an escalation point for junior members within the team, providing guidance, advice, and mentorship to ensure their success and growth.
Requirements
  • IT Service Support Experience: Demonstrated experience working in an IT service support and delivery role, with excellent communication and organizational skills, sound judgment, and attention to detail.
  • Technical Skills: Ability to quickly learn the complexities between our IT systems and how changes to the current state may affect end users, with a working knowledge of ITIL & ITSM tools (e.g., Jira, Service Now, HP Service Manager).
  • Communication and Collaboration: Demonstrated ability to engage with key stakeholders through effective communication, with a strong understanding of business processes and systems.
  • Technical Expertise: Experience in Oracle SQL query and relational databases, monitoring and batch service tools such as Splunk or Jenkins, with a strong understanding of cloud systems (e.g., Salesforce or Technology One) and Cyber Security concepts and practices.