Incident Analyst Level 2

2 weeks ago

Canberra n Capital Territory, Australia Talent Full time $90,000 - $120,000 per year

About the role
We are seeking a technically skilled and detail-oriented
Incident Analyst to join on an initial 6 month contract + extensions.
In this role, you will be responsible for investigating and resolving application and product-related issues, with a strong focus on analysing information within the database.

You will work closely with stakeholders and technical teams to ensure timely resolution of incidents, data accuracy, and a seamless experience for end users.

Key Responsibilities:

  • Investigate and resolve product issues reported by users or internal teams, with a focus on database-level troubleshooting.
  • Run SQL queries to validate, analyse, and correct data issues (e.g. missing user profiles, incorrect data associations, access issues).
  • Liaise with product managers, developers, and other technical teams to diagnose root causes and implement appropriate solutions.
  • Log, track, and update incidents and service requests using tools such as Jira, ServiceNow, or Zendesk.
  • Contribute to incident documentation, support procedures, and knowledge base articles to enable consistent handling of recurring issues.
  • Escalate critical or complex incidents to appropriate technical teams with clear supporting evidence and analysis.
  • Assist in identifying data patterns or systemic issues and suggest improvements to prevent recurrence.
  • Participate in testing of product fixes, database patches, and feature releases as required.

Skills & Experience:

  • Level 2 experience in an Application Support, Technical Support, or Product Support role.
  • Proficiency in SQL with the ability to write and interpret queries to retrieve and analyse data.
  • Understanding of relational databases (e.g. PostgreSQL, MySQL, SQL Server).
  • Strong analytical and problem-solving skills with attention to detail.
  • Experience using support ticketing or incident tracking systems (e.g. Jira, Zendesk, Freshdesk, ServiceNow).
  • Excellent written and verbal communication skills, with the ability to explain technical issues to non-technical audiences.
  • Ability to work independently and manage multiple incidents and tasks effectively.
  • You must have an NV1 Clearance to be considered

For more information contact, Melissa Haddad at

Desired Skills and Experience
Must have an NV1 Security clearance to be considered for this role.

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