Application Support Analyst

About the College

The Royal Australian and New Zealand College of Radiologists (RANZCR) is a non-profit peak membership body dedicated to advancing patient care in the clinical radiology and radiation oncology fields across Australia, New Zealand and Singapore.

We are committed to improving health outcomes for all, by educating and supporting clinical radiologists and radiation oncologists. We are dedicated to setting standards, professional training, assessment and accreditation, and advocating access to quality care in both professions to create healthier communities.

The College's values underpin our ethos and culture, to act with integrity and respect, holding ourselves accountable and leading the way with innovative practices.

As an organisation we are committed to providing a diverse, equitable and inclusive environment that promotes the wellbeing and ongoing development of our people.

For more information about us, our benefits or other roles, take a look at:

This is an excellent opportunity to work with a friendly and accessible team.

Recruitment agencies, we understand your interest, but we plan to fill this position ourselves.

Job Description

We are seeking a
Full Time
, IT Application Support Analyst, in our IT Unit, on a
Two-year fixed term basis.

The
IT Application Support Analyst
focuses on maintaining and upkeeping RANZCR's applications. This includes end user support, troubleshooting, problem solving, change management, testing and upgrade support through SDLC.

The position will also support the business in embedding implemented technologies by providing application support to end users. Key applications you will work on are MS Power Platform, MS Dynamics CRM, FinOps, examinations software, student ePortfolio, CPD system, HRIS, Accreditation Systems and others as required. You will be part of a team, contributing to the delivery of user experience improvement projects.

This individual will apply proven technical knowledge, business analysis, communication, analytical, and problem-solving skills to help maximise the benefit of business system investments.

The IT Application Support Analyst role duties include, but are not limited to:

Application Support

• Troubleshoot applications and software for technical issues encountered by users.
• Communicate application problems and issues to key stakeholders.
• Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
• Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Identify ways to reduce support through user training and identification of the root cause.
• Identify and manage timely applications and software upgrades (scheduled and non-scheduled).
• Communicate applications and software upgrades to key stakeholders.
• Perform pre-upgrade and post-upgrade testing to ensure there are no follow-on issues.
• Record, track and document applications and software upgrades, including all changes affected, issues, actions taken, through to final resolution.
• Provide support to end users in the organisation to embed new technologies.
• Provide orientation and training to end users for all modified and new systems.

Business Solutions

• Provide support for testing for existing and new projects.
• Produce test plans.
• Assist business analysts to review and analyse the effectiveness and efficiency of existing business processes and systems and execute outcomes.

Project & Operational Management

• Contribute to project plans and associated communications documents.
• Effectively communicate project progress to team members and stakeholders in a timely and clear fashion.
• Contribute to reports, recommendations, or alternatives that address existing and potential trouble areas across the organisation.

Required Skills and Experience

You will have:

• 3 or more years minimum in a similar role
• Appropriate tertiary qualification in a related discipline and/or relevant work experience
• Experience with service desk
• Experience with SaaS, PaaS implementations
• Experience building and troubleshooting in MS Power Platform, MS Dynamics CRM, FinOps and LMS
• Demonstrated experience with Microsoft Office 365 applications
• Sound knowledge of the SDLC
• Knowledge and skills as a support analyst.
• Excellent written and verbal communication skills, including instructional, facilitation and presentation skills
• Able to work cohesively in a team environment
• Able to liaise at all levels of an organisation
• High attention to detail

Desirable:

• Knowledge of Azure Logic Apps
• Microsoft Certified: Power Platform Fundamentals (PL-900)
• Microsoft Power Platform Functional Consultant (PL-200)
• Microsoft Certified: Dynamics 365 Fundamentals (CRM) (MB-910)