Application Support Analyst- Leading Non Bank Lender

2 weeks ago

Sydney, Australia Thinktank Property Finance Full time

**Thinktank **is one of Australia’s largest and fastest growing Residential and Commercial Property non-bank Lender with a multi-office presence across Australia. Supported by major local and international institutions, the company is well established in the property and residential finance market. Ongoing growth has now led to a need for an Application Support Analyst to join our Technology team.

**Role Overview**

Application support analysts ensure that the operational processes in the business run smoothly and enable users to do their work.

**Key Accountabilities**
- Assist the Application Support Lead in developing and ensuring adherence to Standard Operating Procedures (SOPs) and implementing best practices for achieving support objectives.
- Responsible for monitoring and responding to open tickets submitted through the Helpdesk.
- Progress issues and provide relevant information for troubleshooting or for clarification.
- Responsible for troubleshooting and escalation of tickets that cannot be resolved.
- Liaise effectively with skill groups, other team members or arrange for external technical support to ensure timely resolution of incidents
- Co-ordinate with external vendors to fix issues that cannot be fixed by the internal team or Helpdesk.
- Identify opportunities for process improvement and contribute to departmental initiatives.
- Work collaboratively with the team on change requests, managing issues and establishing priorities.
- Provide superior service by prioritising queries/requests and advising users of resolution/escalation.

**About You**
- Proven loan servicing experience
- Possess demonstrated ability to provide customer support and deal with escalated customer issues.
- Strong requirements analysis skills, a strong problem solver

The successful applicant will have a very positive yet disciplined approach to their work and look forward to making their own contribution to a highly receptive team environment with an awesome culture. This is an opportunity to join an experienced, successful team in a highly focused and professional organisation.

**Why Thinktank?**

We are a little bit different at Thinktank. No bureaucratic processes, politics or egos. Fairness and transparency are our most important values, it’s how we do business and how we look after our team. You will be valued and trusted. You will work with welcoming and knowledgeable colleagues who will help you succeed.

We work a hybrid model of working from home and the office which encourages and supports great work life balance. We offer meaningful employee benefits such as Flex leave in addition to annual leave, work well allowance and more.

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