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Software Support Specialist

2 weeks ago

Canberra, ACT, Australia beBeeSupport Full time $53,100 - $77,509
Enterprise Health Knowledge Management System (HKMS) Support Analyst

We are seeking a highly skilled and motivated Support Analyst to join our team in delivering an enterprise Health Knowledge Management System (HKMS) for the Australian Defence Force (ADF). The HKMS will enable better clinical decision making for ADF personnel by providing market leading healthcare.

About the Role:

This is an exciting opportunity for a Support Analyst to work on a multi-year Defence program, collaborating with cross-functional teams to deliver a world-class solution.

Responsibilities:
  • Provide Level 2/3 software support for mission systems, including user interaction, technical troubleshooting, and service request fulfillment.
  • Monitor and manage service requests, incidents, and problem queues to meet contractual KPIs, including triage and assignment.
  • Manage incidents end-to-end (triage, investigation, resolution, escalation, follow-up) and perform root-cause analysis for problems.
  • Identify and implement process improvements to enhance operational availability and reliability.
  • Collaborate with client system owners and third-party vendors to resolve escalated issues.
  • Create and maintain system documentation and knowledge base articles, while participating in on-call rotation for priority incidents.
About You:

To be successful in this role, you will possess excellent communication and problem-solving skills, with the ability to work collaboratively as part of a team. Experience with application troubleshooting, ITIL Service Request fulfilment, Incident and Problem processes, and ticketing, knowledge management and ITSM products is essential.

What We Offer:
  • A dynamic and supportive team environment
  • Ongoing training and development opportunities
  • A competitive salary package
  • A chance to work on a high-profile project with significant impact
How to Apply:

If you are a motivated and experienced Support Analyst looking for a new challenge, please submit your application.

Selection Criteria:
  • Experience with application troubleshooting, ITIL Service Request fulfilment, Incident and Problem processes
  • Ticketing, knowledge management and ITSM product experience
  • Excellent communication and problem-solving skills
  • Able to work collaboratively as part of a team