Application Support Analyst

Brief Description
Why join us?
We have a long history of providing exceptional care that empowers older people to live a full life. When you join us, you will be provided with not-for-profit salary packaging benefits and the support of an experienced leadership team.

Southern Cross Benefits

• Salary Packaging ($15,900), plus meal and entertainment benefit package to the value of $2,650
• Heart HQ - our Southern Cross Care (NSW & ACT) People Platform, packed with exclusive retail discounts, and features designed to help you celebrate, connect and succeed
• Fitness Passport - Discounted workplace health and fitness program available to you and your family. Gain full access to nominated gyms, pools, health and leisure centres across NSW & ACT
• Discounted private health insurance
• Wellbeing initiatives such as Reward and Recognition Program, Employee Assistance Program
• Annual leave loading
• Ongoing Training and Development
• Linkedin Training - SCC's Senior Leaders and Support Office teams can access a digital library of over 6000 courses
• Genuine Career Progression Pathways – Buddy Program, New Grad Elevate Program, Study Support
• Referral Bonus Program

The Role - 12 month fixed-term contract based out of our Epping Head Office
Reporting to the ServiceDesk and Applications Manager, this role works closely with IT colleagues, business stakeholders, and external vendors. You'll be part of a small, collaborative team that supports critical systems used across Residential Services, Workforce, Finance, and Clinical teams. You'll liaise with users to understand issues, provide solutions, and ensure systems meet compliance and operational standards. Your work will support multidisciplinary teams and contribute to a safe, effective, and person-centred environment.

Service Delivery & Support

• Provide Level 2/3 support for Finance, Workforce, and Clinical Management systems.
• Diagnose and resolve application incidents, ensuring minimal disruption.
• Perform system configuration, user access management, and minor enhancements.
• Monitor application performance and proactively address potential issues.

Collaboration & Stakeholder Engagement

• Act as a liaison between users, IT teams, and external vendors.
• Communicate clearly on issue status, risks, and planned changes.
• Support change management, patching, and upgrade activities.
• Build strong relationships with internal stakeholders to understand needs.

Compliance & Risk Management

• Ensure applications meet security, privacy, and compliance standards.
• Maintain accurate records in the ITSM system (e.g. FreshService).
• Adhere to IT policies, change management, and incident processes.
• Support audits and reviews related to application performance and compliance.

Continuous Improvement & Innovation

• Investigate recurring issues and propose solutions or workarounds.
• Contribute to system optimisation and user experience enhancements.
• Identify opportunities to improve support processes and documentation.
• Support the digital transformation roadmap by maintaining operational continuity.

Requirements

• Minimum of 2 years of experience providing Level 2 and level 3 application support for business-critical applications
• Analytical and methodical in problem solving with a focus on root cause resolution
• Proven experience working on AutumnCare, Epicor, Alayacare, UKG Ready
• Strong troubleshooting and incident management skills
• Familiarity with ITIL frameworks and service management tools
• Experience with Microsoft 365, Azure, or cloud-based platforms
• Ability to manage multiple priorities in a fast-paced environment
• Patient, empathetic, and user-focused
• Clear communicator with technical and non-technical audiences
• Collaborative team player with initiative and adaptability
• Bachelor's degree in IT, Computer Science or related field (or equivalent experience)
• Industry certifications (eg ITIL Foundation, CompTIA A+, Microsoft Certified Professional) (Desirable)

Summary
About Southern Cross Care (NSW & ACT)
At SCC (NSW & ACT), people are at the heart of everything we do We are a purpose-led, not-for-profit organisation empowering older people to 'live life to the full'. We have a passion for providing the best care with clinical excellence and offer person-centred care services to meet individual needs and preferences in residential aged care, retirement living and in-home care.
Join us at SCC (NSW & ACT), where your work is not just a job, but a journey filled with meaningful moments to make a tangible difference in the lives of those we support. Our commitment to your development is unwavering, and we work hard to ensure you are given ample opportunities to continually learn and grow.
SCC is an equal opportunity employer. Creating a diverse and inclusive workplace, where employees feel valued and heard in a safe and respectful workplace, is a priority. All employment is decided based on qualifications, merit, and business need. We welcome people of Aboriginal and Tores Strait Island identity, as well as people of culturally diverse backgrounds, to apply.