Application Support Analyst

**Overview**

**Key Accountabilities and main responsibilities**

Strategic Focus
- Drive innovation and process improvements using new concepts
- Identify, collect requirements, develop workflows to automate Application support processes

Operational Management
- Work with business users and IT colleagues to ensure timely resolutions are provided to identified issues
- Provide High Availability management and Disaster Recovery Support
- Completion of regular tasks to support team SLAs
- Manage code release and deployment across multiple platforms when required.
- Support both production and non production environments.
- Develop and Maintain Documentation related to Standard Operations Procedures
- Contribute to improve efficiency of IT Operations process and procedure
- Provide system and environment related KPIs as required
- Ensure that established procedures and standards are adhered to
- Assist to scope system change requirements
- Provide effective support and minimise downtime to the business by liaising with developers, back end support, database administrators and vendors
- Collaborate with other team members to improve the overall performance delivered to customers
- Participate in after hours and weekend support

People Leadership
- Provide training to the IT support teams on supported tools and environments

Governance & Risk
- Help resolving Information Security Corrective actions
- Complete the CSA on time
- Maintain Documentation related to Standard Operations Procedures
- Raising security issues and breaches to Manager
- Report to Management of any issues that may impact the Business
- Monitoring service levels for Incidents and Requests and implementing improvement programs to achieve objectives.
- Maintain awareness and champion ITIL best practices
- Adhere to all Link Groups standards, policies and procedures

**Experience & Personal Attributes**
- Experience with IT Service management within ITSM / ITIL framework
- Availability to work on call after hours and weekend in a rostered 24x7 environment
- Knowledge of Oracle and SQL Server RDBMS and SQL problem solving & scripting skills is essential
- Ability to work on new and emerging technologies as required by Link Group Business
- Sound knowledge of MS Office Products
- High level of problem-solving skills to handle complex software and interface support issues
- Good documentation skills
- Effective oral and written communications skills
- Willingness to accept responsibility and be accountable for service provided
- Analytical and Systematic approach to work
- Ability to work effectively in a team
- Pleasant and helpful personality

Preferred
- Tertiary qualification in Computer Science
- Background in financial services and securities industry such as Registry, Broking, Exchange, Superannuation or Trading
- Experience in High Availability and Disaster Recovery Support
- Competency across a blend of operating systems such as Windows and Unix

Link Group is a leading fund administration and share registry specialist. We are a market leading provider of technology-enabled administration solutions, continually developing our offerings to expand with our clients' needs. Since our inception, Link Group has been entrusted by clients to handle sensitive data in a secure and confidential manner. Our core businesses of fund administration and securities registration are complemented by our expertise in digital solutions and data analytics.

Our continued investment in our proprietary technology platforms allows us to automate wealth management workflows, manage large consumer and member bases, and provide insights through predictive analytics.

By focussing on product and service innovation, our Technology division has evolved to become an innovative provider of solutions, identifying and anticipating the needs of clients across Link Group.

Link Group is building a dynamic, client focused, caring and inclusive culture that is built on the foundations of an entrepreneurial spirit, effective risk management, empathy and trust, and underpinned by its core values.

We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of the Link Group journey and together we will achieve our full potential.

We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.