End User

At AustralianSuper, our purpose will empower you to reach your true potential. We are Australia’s largest superannuation fund, here to help members achieve their best possible retirement outcome. We create meaningful value for members and our communities through our diverse workforce of high performing, motivated employees, based across Australia.
- Purposeful work delivering outcomes for our 2.7 million Members
- A values led, inclusive work environment
- Exciting growth, coupled with support to help you develop your career

**Your new team**
Our Technology Services group has a strategic remit to uplift, govern and run the Fund’s technology capability. It is a highly respected team, with a leadership group who advocate for their people, are open and approachable, committed to providing excellent results, and who share their knowledge. This is your opportunity to join us as we grow and modernise technology services to support Australia’s leading Superannuation Fund and more than 2.7 million Members.
**Your new role**
The End User & Infrastructure team receive incidents and service requests escalated from first line support where more in-depth troubleshooting or request fulfilment is necessary. The team provides high quality second-line service and support for users, resolving issues that cannot be by the first-line support.
The End User & Infrastructure Analyst role is responsible for escalating incidents and requests to third-party vendors, working on root-cause analysis of problems, planning, reviewing and implementing change requests, updating the knowledgebase and upskilling members of the first-line team. Your key accountabilities will include;
- Articulate IT-related policies, processes and standards and relate to users in a non-technical, business context
- Understand and articulate the business implications of service interruptions and non-standard requests
- Provide support to the Level 1 support team, ensuring that all Incidents are managed according to agreed processes
- Analyse escalated Incidents to identify service restoration actions to be taken
- Diagnose, investigate, and resolve escalated Incidents relating to IT services as quickly as possible
- Co-ordinate with vendors to identify service restoration and resolution actions to be taken
- Escalate Incidents to other support teams or external vendors, according to documented criteria
- Monitor the status and progress toward resolution of assigned Incidents, liaising between customers, other areas of Technology Services and external vendors
- Fulfil escalated Service Requests, typically those that are technically complex, require in-depth knowledge, specific expertise or cannot be effectively addressed by Level 1 support

As we move to a global model with offices in Europe, Asia and the US there will be an increased focus on a 24 x 7 support capability. As such, the End User & Infrastructure Analysts may be required to assist with after-hours on-call support.
**What you’ll need**
The successful applicant will be an experienced IT support professional who is dedicated to delivering exception customer service. You will demonstrate an understanding of ITIL processes including Incident, Service Request, Problem and Change Management. In addition, you will bring;
- Advanced experience in technical support and troubleshooting
- Experience with maintaining a configuration management database (CMDB)
- Strong problem-solving and analytical skills
- Ability to engage with both non-technical and technical users
- Ability to coordinate multiple vendor to solve complex integration issues
- Strong clear and concise written and verbal communication skills
- Ability to stay calm during stressful situations, ability to manage conflicting priorities
- ITIL Foundation
- MCP or recognised technical qualification/certification

More than a set of skills, we are looking for someone who is curious, collaborative, great at communicating, and is always willing to learn.
**What you’ll get in return**
You will be working with a People Leader who values and supports your personal growth, in a growing, dynamic and authentic organisation that promotes integrity and puts members first.
We are proud to be a WGEA certified Employer of Choice for Gender Equality (since 2012). We are committed to the recruitment, development, and support of a diverse workforce into an environment which is inclusive, embraces diversity in all its forms and is a place where you can be you.
All roles can flex at AustralianSuper, and we are happy to discuss what this can look like for you. Please talk to us about the flexibility you are seeking, and we will explore what is possible for this role.
Other benefits include a competitive salary, genuine flexible working arrangements, income protection insurance and generous leave entitlements.
**What’s next**
**_Progress, powered by purpose _**_._
- Agencies please note: this vacancy is being managed directly by AustralianSuper’s Recruit