Member Platforms Support Analyst

4 days ago

Melbourne, Australia AustralianSuper Full time

At AustralianSuper, we truly care about our colleagues. We know work and life are intertwined. That’s why we support the diverse needs of everyone and have policies that enable us all to thrive and be truly flexible. We ensure diversity is celebrated for the opportunity it provides us all to learn and grow and deliver better outcomes for members.

**Your New Role**

Reporting to the Senior Manager, Member Platforms Operations the Member Platforms Support Analyst is primarily responsible to ensure that the AustralianSuper Member Portal, Mobile App, Public Website and Business Portals are maintained with the highest possible service level to provide positive and secure customer experiences through stakeholder management, and issue resolution.

The Member Platforms Operations team acts as primary contact for all member technology operations related issues and queries. This role will work closely with internal and vendor based technology operations and delivery teams, as well as AustralianSuper’s call center and member supporting business functions to facilitate resolution to customer and member facing requests.

Some key responsibilities include but are not limited to:

- Incident Record & Analysis
- Monitor & promptly schedule incidents to internal AustralianSuper resolver groups
- Diagnose, triage and resolve customer reported incidents using available tools and procedures for the handling of support cases
- Establish the priority of logged items, pass appropriate items to the Service Provider/s, and resolve items that relate internally
- Provide first-level contact and problem escalation to Major Incident Manger (MIM) functions

What You’ll Need
- Demonstrated experience in a business support, technology operations and/or service desk related discipline.
- Experience with digital and/or cloud technologies and their operations is highly desirable.
- Experience with maintaining an incident and service ticketing queues.
- Strong problem-solving and analytical skills.
- Understanding of ITIL practices, IT operations and ITSM tools.
- Understanding of agile methodologies.
- Ability to engage with both non-technical and technical users; ability to clearly explain and articulate issues under investigation.
- Experience within the Superannuation or Financial Services sector and/or Digital/Web technology departments.

**Life at AustralianSuper**

AustralianSuper is committed to colleague development, and we support our people with ongoing learning, coaching and training, as well as career opportunities across our expanding global organisation. We offer generous leave entitlements and promote a blended working environment in which all roles can flex, and we’re happy to discuss what this looks like for you.

We are committed to supporting our diverse workforce in a way that is inclusive and embraces diversity in all its forms. If you require any reasonable adjustments to the recruitment process or the role, please let our recruitment team know.

**What’s Next**

Australian or New Zealand citizenship or Australian permanent residency status is required.

**_Progress powered by purpose._

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