IT Applications Technical Specialist

About us

Chemist Warehouse is one of Australia's largest retailers, growing continuously year on year. With over 600 stores in Australia, New Zealand, Ireland, China, and Dubai, and many more exciting locations to come, the secret to our success lies in our exceptional customer service paired with competitively priced quality products. We take great pride in being innovative and responsive to the changing needs and challenges of the current market.

About the role

We require a Technical Lead in our IT Pharmacy Services Team to manage the operations of enterprise in-house and vendor-developed applications that are used within Chemist Warehouse group pharmacies.

The successful candidate will be responsible for designing and executing the operational support processes for Pharmacy applications by managing the support team within the IT Pharmacy Services business unit.

The technical lead will work with developers, the Product Owner and multiple different delivery teams to ensure that development and enhancements are appropriately designed to meet technical requirements, while also achieving functional requirements. This includes assisting with documentation creation and review, that facilitates handover or adoption in to support processes.

Key Responsibilities

• Identify trends in recurring application incidents
• Analyse and track recurring incidents to define problems
• Analyse the root cause for escalated incidents and complex application issues
• Contribute technical knowledge and expertise in the development and enhancements implemented by Product delivery teams, Domain delivery teams and vendors
• Ensure enhancements and developments are thoroughly tested in pre-deployment environments
• Design and execute a framework for the transition of pharmacy applications from project teams to operational support
• Execute support framework guidelines in change control, quality analysis, release planning and incident management
• Showcase technical expertise in a diverse group of Pharmacy applications
• Elicit and maintain technical documentation from project delivery teams
• Document complex problems, root cause findings and implementation of solutions
• Ensure the relevance of all forms of operational documentation, Knowledge Base articles, and training material
• Manage the support team comprising of application support officers, senior support staff and developers through meetings, feedback, coaching sessions, performance management and career development
• Act as a technical representative while specifying solution discussion with in-house and vendor delivery teams
• Work with Product Owner to assign priority to existing issues to determine work outputs in business-as-usual context

Qualifications and Experience

• Experience working in senior/ lead technical roles in application support
• Demonstrated analytical, leadership and communication skills
• Highly organised and with an ability to assign work for application support officers
• Excellent analytical skills and the ability to learn new products quickly
• A preparedness to take the initiative and a strong desire to achieve results
• Experienced in ITIL/ITSM tools like Azure DevOps, Service NOW and techniques like incident management, stakeholder management

What you should know

Aside from the usual things you should expect from any organisation, we also offer our team the following:

• Discounts across all our brands. Plus, access to the "gift shop" at our Head Office with exceptional discounts on end-of-line products.
• Discounted hot/cold food and drink at our Head Office on-site cafe.
• Free flu vaccinations.

We have a hybrid working arrangement, so you'll need to be based in Melbourne. Our office is in Preston.

If this role isn't quite right for you but what we're up to sounds interesting, please keep an eye out for future roles on our LinkedIn page and consider adding a job notification. We expect this role to be one of the many incredible team members on our journey ahead