Production Support Analyst

21 hours ago

North Sydney, Australia NextGen.Net Full time

Company Description
**NextGen** is Australia's leading provider of non-proprietary Software as a Service (SaaS) technology solutions to the mortgage lending industry. We are focused on delivering quality products and services to a range of financial institutions and intermediaries. Our_ 'ApplyOnline'_ platform is an industry standard in the provision of digital loan lodgement and assessment. We are experiencing strong growth and have an exciting roadmap full of opportunity in the Australian financial landscape.

**Job Description**:
We are seeking a talented and enthusiastic Support Analyst to join our Production Support Team to provide online support to our clients' HelpDesk groups, utilising our existing knowledge base and development tools.
- Issue Logging
- Issue Validation and Reproduction
- Severity Assessment
- Issue Communications
- Issue resolution via the utilisation of KnowledgeBase articles and
- Escalation of tickets to Level 2 Analysts or other SME support services where required.

**Qualifications**:
**What you need**
- Excellent interpersonal and communication skills (written and verbal)
- Degree or Diploma in an IT related area
- Unrestricted work rights in Australia (Australian Permanent Residency/Australian Citizenship).

**What would be nice**
- Previous experience working in an Application Support role
- Service Desk or other experience in the Mortgage Origination / Financial Services sector
- Some knowledge of the mortgage, banking or finance industries
- Knowledge of IT support methodologies (e.g. ITIL)
- Application development experience (i.e. SQL, XML, XSLT, JavaScript & Classic ASP)
- Prior team leadership experience; may have taken on a team coordination role with prior work roles, university projects, or in the sporting arena.

Additional Information
**About you**
- Able to demonstrate an aptitude for problem solving and issue diagnosis
- Able to demonstrate an eye for detail in their previous roles
- Process focused, must be able to rigorously follow and ensure compliance to procedures
- Able to work independently and as a member of a team
- Demonstrated ability to meet and maintain deadlines
- Demonstrated capacity to learn new skills as required

**What's next?**
Send us your resume and let's chat.

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