IT Application Support Analyst

Company Description

Nine is Australia’s largest locally owned media company - the home of Australia’s most trusted and loved brands spanning News, Sport, Lifestyle, and Entertainment. We pride ourselves on creating the best content, accessed by consumers when and how they want - across Publishing, Broadcasting and Digital.

**Job Description**:
**Your new opportunity at Nine.**

Success will be measured by the level of IT support provided to NEC staff and business ventures and the achievement of high customer service delivery and satisfaction outcomes.

**Your Team Overview**

To provide a point of contact for all IT incidents and routine service requests in providing 24/7 customer service support to 3,000+ Nine staff across Australia/NZ

Responsible for support and call resolution for Incidents and routine service requests initiated through the Service Desk for Nine staff across Australia/NZ as follows:

- Incident Management
- Request Management
- Problem Management
- Change Management
- Process Monitoring
- SLA Monitoring
- Continual Service Improvement

**Your Key Responsibilities**
- ** Provide IT support to Nine staff and businesses**:

- ** Request and Incident Management**
- Handling of lodged and escalated requests and incidents. This will require liaising with business users and other IT teams in understanding and resolving ongoing issues and the closure of such issues by implementing a resolution or escalation to other relevant IT teams and vendors as required. There is also a requirement to provide effective and timely communications to the IT Service Desk on the status of support incidents/requests.
- ** Change Management**
- Application maintenance and upgrades
- ** Stakeholder Management**
- Liaising directly with business users in understanding issues raised. Manage such issues by implementing a resolution or escalate to other relevant IT teams and vendors as required. This must also be coupled with a deep understanding of the business and business practices.
- ** Problem Management**
- Minimize reoccurrence of same issue and ensure gaps in service are identified and appropriately resolved or escalated appropriately.
- ** Customer Communication**
- Ensure customer is kept up to date with ongoing support issues and/or development requests. Identify and set customer’s expectations through appropriate communication and feedback
- ** Project Tracking and Delivery**
- Meet project deadlines as instructed by project managers and/or Line Manager, providing all required pre-requisites have been provided
- ** Technical Management**
- Develop, test and implement appropriate solutions utilizing appropriate change control processes
- ** Continual Service Improvement**
- Identification of Key Improvements
- Outreach to end users to provide two way reporting
- EU training course development and training sessions
- Application upgrade planning and implementation
- Documentation - Ensure IT service catalogue is kept up to date and remains relevant

**Qualifications**:
**Enough about us, lets talk about you**

**Essential experience & skills**
- Previous experience working within an enterprise level support environment supporting business users within an environment.
- Willingness to be a proactive member of a professional, delivery-focused and quality-focused team.
- Excellent oral, written communications skills, flexibility and team focus
- Attention to detail and the ability to meet deadlines
- Ability to develop and maintain strong relationships with key customer stakeholders
- Ability to develop and maintain strong relationships with the business plus other IT Technical and Support teams
- Good technical and problem solving skills.
- Shares knowledge and information with peers and mentors others
- Thorough knowledge of Microsoft Desktop operating systems and some familiarity with Server operating systems
- Must be self-motivated and know when to seek guidance
- Knowledge of Microsoft Active Directory
- Some knowledge of Microsoft SQL
- Willingness to be a proactive member of a professional, delivery-focused and quality-focused team.
- Willingness to be accountable for the delivery and quality of individual tasks
- Attention to detail and the ability to meet deadlines
- Willingness to proactively assist other team members as and when required
- Willingness to be flexible with work hours where required to accommodate urgent requirements
- Shares knowledge and information with peers and mentors others
- Willingness to work across many technologies as required and keen to learn and take on responsibility

**Desirable experience & skills**
- Maintains awareness of new and emerging technologies, evolving industry best practices and product development
- Tertiary qualification in Computer Engineering or Information Systems
- Ability to create and/or execute pre-designed Transact-SQL statements using SQL Server Management Studio
- Professional certifications (e.g. Microsoft, Cisco)
- Understanding of IT