Application Support Analyst

About The Team
We're entering a new chapter for the Chief Technology Office at the City of Gold Coast as we deliver bold, future-focused solutions. With the launch of our IT Operating Model and the transition of critical IT services in-house, we are transforming the way we deliver technology, making it faster, more responsive, and more aligned with the needs of our organisation and customers.

As part of this transformation, we're hiring multiple new positions. These roles are key to shaping a vibrant and forward-thinking Chief Technology Office, one that adds real value, delivers better outcomes, and works in smarter, more agile ways. If you're equally excited about innovation, transformation, and making a meaningful impact, now is the perfect time to join us.

About Your New Role
The Application Support Analyst plays a key role in supporting, maintaining, and enhancing the City's business applications. You'll be responsible for providing day-to-day operational support, assisting with upgrades and enhancements, and ensuring the stability and functionality of critical applications.

This role is also integral in transitioning applications from external providers into Council's environment, ensuring a seamless handover and consistent support experience for end users. Working closely with business stakeholders, technical teams, and vendors, you'll contribute to incident resolution, change management, and continuous improvement initiatives.

Key Responsibilities

• Provide first- and second-level support for business applications transitioned into Council.
• Troubleshoot, diagnose, and resolve application incidents in line with service level agreements.
• Escalate complex issues to vendors or higher-level technical teams as required.
• Monitor application performance and availability, taking proactive measures to prevent issues.
• Assist with upgrades, patches, enhancements, and system integrations.
• Support testing and change management processes during application releases.
• Document application configurations, procedures, and knowledge base articles.
• Liaise with business stakeholders to gather requirements and ensure application functionality meets organisational needs.
• Participate in transition and project-related activities, including onboarding and training.
• Identify and recommend improvements to application processes, user experience, and support practices.

You'll collaborate with Application Support Officers, Systems Administrators, Product Owners, and vendors to ensure reliable and efficient service delivery.

For more information, view the position brief by clicking the paperclip icon in the top right corner of this screen.
We're Looking For People Who Have
You're a proactive problem solver who enjoys supporting technology that keeps a large and diverse organisation running smoothly. You bring a balance of technical acumen, business understanding, and customer service focus to your work.

Ideally, You Will Have

• Degree in Information Technology, Computer Science, Business Systems, or equivalent knowledge and experience.
• Experience in application support within complex or enterprise environments.
• Knowledge of ITIL service management practices.
• Familiarity with software development and testing methodologies (Agile preferred).
• Experience with Asset mobility application like SAP SSAM and/or Hydrogen is preferred.
• Strong troubleshooting and analytical skills with a focus on service quality.
• Excellent written and verbal communication skills for engaging with technical teams and business stakeholders.
• Collaborative approach and commitment to continuous improvement.

Be part of shaping the Gold Coast's future

The Gold Coast is inspired by lifestyle and driven by opportunity. We are the second largest Council in Australia.

Benefits
We care about being the most flexible government organisation in Australia and we have a range of benefits to help you create the right balance:

• 9-day fortnight
• Flexible work arrangements to suit your lifestyle, including hybrid/work from home options, flexible working hours and locations
• Personal and professional development courses
• Access to 350+ fitness facilities through Fitness Passport
• 4 free confidential counselling sessions a year for you or an immediate family member
• 1 free nutritionist and financial advice session per year

We pride ourselves on our shared mission of being a high-performing, customer-focused organisation which delivers value-for-money services to the community. We're committed to creating a diverse workplace and inclusive culture.

How to apply

Click 'Apply' to submit your online application. Upload your Resume with a Cover Letter (of no more than 2 pages) outlining how your skills, experience and personal attributes would allow you to achieve success in this role.

Documents needs to be less than 2MB in size and PDF format is preferred. If you encounter technical issues when applying, please email

Our selection process may include a one-way video interview via Criteria, a face-to-face or virtual interview via Microsoft Teams, reference checks via Xref and additional checks including police checks, employment history checks, qualification checks, pre-employment medical reviews and drug and alcohol testing.

Contact Person

Ashley Shannon

Contact Email

Closing Date

Tuesday 18th November 2025

Please note applications for all of our vacancies close at 10.00pm on the listed closing date.
The City of Gold Coast is an equal opportunity employer dedicated to promoting an inclusive and diverse workplace. We are committed to supporting an environment where all employees, regardless of their differences or similarities, feel valued, respected and supported. Aboriginal and Torres Strait Islander persons are encouraged to apply.