Issue Resolution Analyst

2 days ago

Melbourne, Victoria, Australia UniSuper Full time $60,000 - $120,000 per year
  • Make an impact by resolving member incidents and issues 
  • Work with an organisation undergoing exciting transformation and change 
  • 2025 Chant West winner of 'Super Fund of the Year' 

About US 
At UniSuper, we are dedicated to delivering exceptional retirement outcomes for our members. With a long history in the University sector, we are a place where future-minded Australians come together.  

Our culture is focused on being the best place to work in superannuation, driven by our values of genuine care, being better together, and a passion for outcomes. Our Service & Experience (S&E) business unit brings together all customer-facing teams with the ambition to deliver a consistently high-quality end-to-end service and advice experience. 

The opportunity 
Within this role your focus will be to resolve member-reported incidents and issues. You will perform deep dive assessments and analysis of incidents. You will work with key stakeholders to test and implement agreed solutions and take the lead assisting with bulk and single account rectification/restoration. 

In addition, your responsibilities will include: 

  • Investigate and resolve member related incidents and issues. 
  • Perform deep-dive analysis and document incidents in Jira, Issue logs, and closure reports. 
  • Calculate and apply member remediation adjustments; communicate outcomes to impacted members. 
  • Introduce data validation rules and ensure stakeholder approvals for incident closure. 
  • Maintain and update process guides and procedures in Confluence. 
  • Implement new procedures and best-practice controls across Operations. 
  • Collaborate with stakeholders to test and implement solutions; lead bulk and single account rectifications. 

About you 
We are looking for an individual who has worked in a fast moving transformation environment and is comfortable working with a degree of ambiguity.  

To be successful in this role you have strong stakeholder management skills with the ability to work closely with people at varying levels, and via various communication channels. You are highly motivated by working with your team to achieve success and share knowledge, along with the following: 

  • Strong Superannuation industry experience 
  • Demonstrated knowledge of USM Applications i.e., Acurity, Objective, Confluence, JIRA, Investigate 
  • Microsoft Word, Excel & PowerPoints skills, plus SQL knowledge 
  • General understanding of Operational Business Processes and Software Development Life Cycle (SDLC) 

Why Join Us 
UniSuper is proud of our culture and benefits, which empower our people to achieve their full potential, thrive, and grow their career with us. These include: 

  • Opportunities for professional development and career progression. 
  • Access to a range of health and wellbeing programs. 
  • A culture that values diversity and inclusion. 

UniSuper believes that the best way to achieve great things is when we come together and collaborate. Therefore, we ask you to be able to commit to 60% of your time in office. 

It should go without saying, but at UniSuper, we value and celebrate diversity and inclusion. We believe that a variety of perspectives, backgrounds, interests, abilities, and skills is crucial for delivering great retirement outcomes for our members. We invite you to apply for the roles that suit your career aspirations, even if you don't meet all the requirements. 

Think Great. Create Great 

  • Issue Resolution Analyst

    3 days ago

    Melbourne, Victoria, Australia UniSuper Management Pty Ltd Full time $80,000 - $120,000 per year

    Make an impact by resolving member incidents and issuesWork with an organisation undergoing exciting transformation and change2025 Chant West winner of 'Super Fund of the Year'About USAt UniSuper, we are dedicated to delivering exceptional retirement outcomes for our members. With a long history in the University sector, we are a place where future-minded...

  • IT Systems Analyst

    1 week ago

    Melbourne, Victoria, Australia Kennedys Full time $90,000 - $120,000 per year

    Kennedys is seeking a highly skilled and proactive IT Systems Analyst to join our global IT support team, based on site in our friendly Melbourne office.Our global Systems Analyst team is comprised of a globally-distributed group of talented Systems Analysts who are responsible for providing advanced technical support across multiple regions, ensuring the...

  • Technical Analyst

    2 weeks ago

    Melbourne, Victoria, Australia Hays Full time $104,000 - $130,878 per year

    Technical AnalystContract Opportunity with excellent pay ratesYour new companyMajor State Government organisation is on the lookout for Technical SpecialistYour new roleThe Technical Process Analyst will support the successful delivery of the major Transition Projects.Your responsibilities include:Maintain the Transition Tracker(in Jira) and ensure data...

  • Customer Support Analyst

    1 week ago

    Melbourne, Victoria, Australia Apparel21 Full time $60,000 - $90,000 per year

    About Us:We are a leading and proprietary software company that delivers a comprehensive ERP solution to many iconic fashion and footwear brands. Our customer-focussed business is dedicated to ensuring that synergy between our customer's essential business processes together with their use of our application maximizes their operational efficiency to drive...

  • Business Analyst

    15 hours ago

    Melbourne, Victoria, Australia VLine Full time $90,000 - $120,000 per year

    Business Analyst (x3)3 x Business Analyst positions for business-critical project12-month fixed-term contracts, likely to be extendedHybrid working environment with free Myki providedV/Line is experiencing significant growth. We're delivering more services, more trains, cheaper fares, and major projects.With more than 3,700 weekly train and coach services,...

  • Senior Support Analyst

    4 days ago

    Melbourne, Victoria, Australia Slade Group Full time $80,000 - $120,000 per year

    Senior Systems Support Analyst - Corporate SystemsSynchro Partners is partnering with a leading organisation in the services sector to hire a Senior Systems Support Analyst to own and enhance a portfolio of corporate applications across corporate systems - Finance, HR, Contract Management, Asset Management etcThis role centres on hands-on troubleshooting,...

  • IT Support Analyst

    1 week ago

    Melbourne, Victoria, Australia Talent Full time $60,000 - $100,000 per year

    Our client is a market leader in the investment and finacnail services industry. They are currently seeking a Service Desk Analyst to join their technology team to play a vital role in ensuring operational efficiency across all offices, with a strong focus on user experience, system reliability, and innovation. This role offers a unique opportunity to work...

  • Complaints & Resolution Specialist

    1 week ago

    Melbourne, Victoria, Australia MUFG Retirement Solutions Full time $70,000 - $120,000 per year

    A global, digitally enabled business that empowers a brighter future by connecting millions of people with their assets – safely, securely and responsibly. Through our two businesses MUFG Retirement Solutions and MUFG Corporate Markets, we partner with a diversified portfolio of global clients to provide robust, efficient and scalable services,...

  • Early Resolutions Officer

    4 days ago

    Melbourne, Victoria, Australia AustralianSuper Full time $90,000 - $120,000 per year

    At AustralianSuper, we truly care about our colleagues.​ We know work and life are intertwined. That's why we support the diverse needs of everyone and have policies that enable us all to thrive and be truly flexible. We ensure diversity is celebrated for the opportunity it provides us all to learn and grow and deliver better outcomes for members.Your new...

  • Analyst, Ariba

    2 weeks ago

    Melbourne, Victoria, Australia L3HHCM20 Full time $68,000 - $144,500 per year

    Job Title: Analyst, Ariba  Job Code: 28277Job Location: Melbourne, FL; Rochester, NY; or Salt Lake City, UT; Job Schedule:  9/80: Employees work 9 out of every 14 days – totaling 80 hours worked – and have every other Friday offJob Description:Analyst specializing in enabling design, development, deployment and operational support of Ariba...