Support Analyst

1 week ago

Melbourne, Australia Hansen Technologies Full time

**Support Analyst
Ready for your next career move? Then don’t miss this exciting career opportunity

**About the Role**:
We are looking for a Support Analyst to join our next generation utilities billing software division (HUB) and play a critical role in supporting BAU activities for our customers mainly in the Utilities industry. This role is part of a BAU support team that provides hands on support interacting with both clients and internal teams to ensure the most effective and efficient solutions are delivered and maintained post
- production releases.

**Why work for us?**

Every day, we at Hansen inspire and challenge today’s utilities and telecoms to be tomorrow’s next experience companies. From North America to Australia and everywhere in between, you’ll be part of a global team of technology professionals who work to enable our clients to innovate more freely and engage at a new level with their customers.

**Working as part of our team in Australia you will have**:

- WFH/flexible/remote working arrangement.
- Collaborative and supportive team.
- Competitive salary.
- Global Reward and Recognition Program including company profit share.
- Continuous learning and development.

**You will be responsible for**:

- Providing regular communications to both internal teams as well as clients on BAU activities.
- Participating in incident management meetings.
- Managing backlog, service desk requests and enhancements using Jira and follow processes.
- Regularly documenting and reviewing support instructions.
- Supporting the team after hours when required during critical/high production incidents.

**To be successful in this role you will have had exposure to the above responsibilities and have**:

- Previous experience working in a BAU support environment.
- Experience in trouble shooting.
- Experience in JIRA and service desk incidents.
- Good verbal and written communication skills.
- A foundation level understanding of ITIL and general incident management practices.

**Good to have**:

- Experience using Oracle and PLSQL.

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