Incident Analyst Level 2

1 day ago

Canberra, ACT, Australia Talent – Specialists in tech, transformation & beyond Full time $90,000 - $120,000 per year

About the role

We are seeking a technically skilled and detail-oriented Incident Analyst to join on an initial 6 month contract + extensions. In this role, you will be responsible for investigating and resolving application and product-related issues, with a strong focus on analysing information within the database.

You will work closely with stakeholders and technical teams to ensure timely resolution of incidents, data accuracy, and a seamless experience for end users.

Key Responsibilities:

  • Investigate and resolve product issues reported by users or internal teams, with a focus on database-level troubleshooting.
  • Run SQL queries to validate, analyse, and correct data issues (e.g. missing user profiles, incorrect data associations, access issues).
  • Liaise with product managers, developers, and other technical teams to diagnose root causes and implement appropriate solutions.
  • Log, track, and update incidents and service requests using tools such as Jira, ServiceNow, or Zendesk.
  • Contribute to incident documentation, support procedures, and knowledge base articles to enable consistent handling of recurring issues.
  • Escalate critical or complex incidents to appropriate technical teams with clear supporting evidence and analysis.
  • Assist in identifying data patterns or systemic issues and suggest improvements to prevent recurrence.
  • Participate in testing of product fixes, database patches, and feature releases as required.

Skills & Experience:

  • Level 2 experience in an Application Support, Technical Support, or Product Support role.
  • Proficiency in SQL with the ability to write and interpret queries to retrieve and analyse data.
  • Understanding of relational databases (e.g. PostgreSQL, MySQL, SQL Server).
  • Strong analytical and problem-solving skills with attention to detail.
  • Experience using support ticketing or incident tracking systems (e.g. Jira, Zendesk, Freshdesk, ServiceNow).
  • Excellent written and verbal communication skills, with the ability to explain technical issues to non-technical audiences.
  • Ability to work independently and manage multiple incidents and tasks effectively.
  • You must have an NV1 Clearance to be considered

For more information contact, Melissa Haddad

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