Digital Platform Support Analyst

DIGITAL PLATFORM SUPPORT ANALYST - St Leonards, SydneyHamilton Island is looking for a technically capable Digital Platform Support Analyst to join our Sydney-based team.
This position will play a key role in partnering with the business, to maintain, troubleshoot, and enhance our consumer-facing digital applications.
Working closely with a small, collaborative IT team and key stakeholders across the business, you'll provide support and technical expertise to ensure optimal performance, user satisfaction, and continuity of service across our digital platform.Based at our St Leonards Head Office, you'll act as the technical owner of the tools used by our Marketing team - including the website, CRM, CMS and mobile applications.
With a full digital platform replacement planned in the next 12 months, this is a rare opportunity to step into a hands-on support role while also contributing to strategic transformation.Why you'll love working with usOwn the tools - be the technical lead across our digital platforms including CMS, CRM and our consumer websiteBe part of the transformation - play a key role in platform replacement projectsWork-life balance - office-based Mon -Thurs with work-from-home FridaysConvenient location - walk to St Leonards train station or the new Crows Nest metroPerks beyond the desk - enjoy access to our free on-site gym, paid parental leave, plus discounts on health insurance, travel insurance and holidays to Hamilton IslandWhere you'll make an impactProvide 1st and 2nd level support for our digital platforms - including the CMS, CRM, website and mobile applicationsTroubleshoot technical issues, manage incidents, and resolve application errors promptlyLiaise with third-party vendors and internal teams to escalate and resolve complex issuesMonitor system performance and proactively identify areas for improvementSupport platform configuration, user administration, and ensure data integrityAct as the key interface between Marketing and IT, ensuring alignment of services and prioritiesPartner with stakeholders across Marketing, Sales and other departments to understand needs and deliver enhancementsHelp manage expectations around scope, timelines and outcomes for digital initiativesAssist with system updates, testing, and deployment in collaboration with vendor and development teamsDocument support processes, tickets, and knowledge articles to support future troubleshootingContribute as the subject matter expert to digital projects including enhancements, integrations and process improvementsEnsure compliance with data protection and cybersecurity standardsMonitor and manage the IT Helpdesk queue, responding to escalations as requiredWhat we're looking forYou're a technically minded support analyst with a background in software or website development, and experience working with customer-facing digital platforms.
You're confident engaging both technical and non-technical stakeholders, and you understand how to support platforms that sit at the heart of digital marketing.To be successful, you'll need:At least 2 years' experience in a similar role supporting consumer-facing digital platformsA strong technical foundation with exposure to software development or website developmentExperience with CRM and CMS toolsFamiliarity with HTML, CSS, JavaScript and web publishing workflowsExposure to integration tools or APIsBasic knowledge of SQL or data reporting toolsA proactive mindset, with strong troubleshooting and stakeholder management skillsA collaborative working style and ability to adapt in a changing digital environmentAbout Hamilton IslandOur mission is to share the wonder of Hamilton Island with the world by creating wonder-filled experiences for our guests, employees and community.Every team member plays a role in shaping those experiences - making Hamilton Island not just a great place to visit, but a great place to work.A little island can do wonders - make your next career move one to remember.
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