Application Support Analyst

**Introduction**:
About CES

We believe there is a better way to recycle that positively impacts individuals, communities, and the environment.

Our mission is to increase recycling rates, rid the world of drink container litter, and empower community participation in an accredited circular economy.

We provide services and technology to enable the circular lifecycle of a drink container, from purchase to collection, through to recycling and remanufacturing. Our services include IT technology, payments, brand experience, customer support, and materials trading.

Container Exchange Services (CES) is a joint venture between Coca-Cola Europacific Partners and Lion that was established to provide scalable and sustainable solutions for Container Deposit Schemes (CDS) in Australia and around the World. We power one of Australia’s largest recycling programs: Containers for Change.

As an organization, we are in our fifth successful year of operation having grown rapidly in revenue and people. The business is undergoing massive growth through our existing recycling schemes and expanding into new states.

**Description**:
About the role

You’ll be part of a close-knit and supportive IT Support team, and report to the Service Desk Manager; we work in a hybrid format, so you will be in our North Sydney offices twice a week.

You play a key role in ensuring client KPIs and SLA’s are met and fixes/enhancements are prioritised and delivered through product teams.

**Some of the key deliverables of the role**:
Proactively manage and own Level 1 and 2 incidents and requests to provide a positive client experience, documenting issues in our ticket tracking system and meeting KPI’s and SLA’s.
Resolve day to day tickets raised by both schemes (customers), finance and internal CES staff by investigating, analysing and trouble-shooting, and writing SQL scripts as required
Oversee enhancements and updates to systems, liaising with third parties, internal IT resources and end users
Setup and remove system access for onboarding/offboarding of clients and users
Conduct daily health checks and escalate as appropriate
Support continuous improvement by creating and updating Knowledge base documentation and making recommendations on the optimal use of systems and tools
Develop and maintain functional knowledge of business operations and strategy by connecting with relevant stakeholders

**Skills and Experiences**:
**About you**:
We are looking for someone who has advanced SQL query-writing skills and excellent problem-solving skills to handle complex software and interface support issues, great interpersonal skills and a strong desire to learn and share that knowledge with colleagues through documentation and training.

**You will bring to the role**:
Advanced SQL query writing skills (at least 5 yrs’ experience) and Database experience (preferably Oracle)
Experience with JIRA/Confluence or similar systems
Experience with ticketing systems eg Zendesk
Extremely high accuracy and attention to detail
Software development hands on experience is helpful (specifically Java, Angular or React and Springboot) but not required
Experience with ERP and Point of Sale (POS) desirable but not required

Your resilience, agility and ability to work in a fast-paced and ever-changing environment will see you succeed in this role.

Why work with us?

We are an IT-led organisation, with a high performing team working for purpose - what we do positively impacts communities and the environment.
We work flexibly at CES with a hybrid office model with everyone in the office only 2 days a week.
We pay market salaries and reward our team; we have a great culture and amazing people.
Our business is growing, so there are lots of development and learning opportunities.