Application Support Analyst

**Job no**: 526628
**Brand**: Product and Technology
**Work type**: Full time
**Location**: Queensland
**Categories**: Corporate & Group Travel, Information & Technology

We're on the hunt for a proactive, customer-savvy Application Support Analyst to join our Corporate Technology team. In this role, you’ll lead the charge on customer-driven configuration changes — translating business needs into system updates, coordinating with stakeholders, and ensuring smooth, accurate delivery. You’ll be the link between great ideas and great tech, helping teams get the most out of our platforms.

**Your Responsibilities**:
Application Support, Customer Support & Service
- Assess and validate customer configuration requests to ensure feasibility, alignment with platform capabilities, and mínimal business disruption
- Coordinate and implement approved configuration changes, ensuring updates are applied accurately and tested where required
- Maintain clear documentation of configuration changes, including change history and rationale for future reference
- Contribute to ongoing knowledge base development, documenting common configurations, troubleshooting steps, and best practice guides

Consulting & Stakeholder Engagement
- Understand and capture customer requirements, gathering insights and delivering practical, tailored solutions
- Provide guidance and promote best practice adoption to maximise the value of technology tools
- Collaborate closely with internal stakeholders (e.g., operations, account management, implementation teams) to understand business needs, pain points, and system usage patterns
- Provide proactive recommendations to improve system adoption, user experience, and process efficiency
- Communicate technical concepts clearly to non-technical stakeholders, bridging the gap between users and the development or vendor teams
- Assist in managing stakeholder expectations, providing realistic timelines, highlighting dependencies, and flagging risks early

Specialist Advice & Continuous Learning
- Maintain up-to-date knowledge in your area of specialisation
- Provide expert advice and context to support business planning, operations, and decision-making
- Collaborate with other technical specialists to ensure holistic and aligned support

Service Level & Performance Monitoring
- Monitor support queues and case volumes, ensuring workload is balanced and response times are met
- Support continuous improvement efforts by identifying process inefficiencies or gaps in support coverage
- Help document and maintain service management procedures, including escalation paths, SLA targets, and triage guidelines

**Who You Are**
- Experience in a call centre or corporate travel environment (essential)
- Customer-facing consultancy or technical support experience (highly regarded)
- Familiarity with FCTG Corporate business models and operational tools
- Prior experience as a Travel Manager or working on an IT support desk (desirable)
- Strong communication and stakeholder management skills
- Curious, collaborative, and committed to continuous learning

**What you'll Enjoy**:

- ️Culture: you will be employed by an inclusive company that offers a team culture like no other in the industry - Flight Centre Travel Group Australia is proud to be a certified Great Place To Work® Australia New Zealand Pty Lt

Our People: FCTG is an Equal Opportunity Employer and encourage all suitably qualified applicants to apply, including Aboriginal and Torres Strait Islander People and people from racial, ethnic, or ethno-religious minority groups and people with disability

Development: Individualised Learning & Development pathway options

Access to Learning for ongoing skills development: over 24,500 courses in over 20 languages

Exclusive Staff Discounts: Accessible via our employee-only portal with 350+ of Australia’s leading retailers, health and wellness discounts, financial planning advice, employee share plan and more

Travel Discounts: Including family and friends - flights, hotels, tours, cruises, travel insurance and more

Brightness of Future: Career opportunities in a network of brands and businesses across the globe - we promote from within

Corporate Health Discounts: Access exclusive discounts on health insurance plans for you and your family with our partner, BUPA, access to internal gym

Mental Health: Support and Employee Assistance Program for staff and family

Social: Regular awards nights, social team-building and industry events, with the opportunity to attend global conferences (Los Angeles in 2025)

Giving Back: Corporate Social Responsibility program supporting nominated charities through Workplace Giving, volunteering and fundraising; paid parental and volunteer leave

Sustainability: The protection of our environment is essential to the future of tourism, as a leading travel group, we have made efforts to affect positive change to the environment
- Our Talent Acquisition Team kindly requests no unsolicited resum