Platform Support Analyst

Lendi Group is Australia's fastest-growing Fintech business and we're building a technology-enabled platform to take the hard work out of home loans. We're passionate about how technology can revolutionise our industry and solve a key pain point in peoples' lives.

In an ever-changing regulatory environment, Lendi Group is leading the charge in developing industry-first technology designed to offer Australian homeowners transparency, simplicity, and convenience in their home loan experience. Engineering is forefront in this charge as we look to automate and build out scalable and reliable systems to support our customers and counterparty banks.

Lendi Group is looking for an experienced Support Analyst to join our IT Operations team.

**The Team and Role**

**What you'll be doing**:

- Provide technical resolution to Platform related incidents and requests
- Liaise with relevant internal and external stakeholders for additional information to resolve specific enquiries.
- Adhering to ticket and team SLA's.
- Management and awareness of change processes which may have operational impact.
- Have a continual service improvement mindset and easily identify gaps in process and take steps to remediate gaps resulting in a more efficient outcome for the business.
- Involvement in Lendi Group transformation and other strategic projects and system enhancements.
- Conduct training/mentoring sessions with Level 1 team members to improve their skills and knowledge base of key systems and processes.
- Engage in value added activities by reducing rework and processing errors.
- Ensure adherence with all company policies, risk appetite, and legislative requirements.
- Ensure the team are cross trained with a minimisation of key person risks.

**What you'll bring**:

- 3+ Years of experience in providing Application, Deskside or EUC support functions; including on-site and remote support.
- Experience within structured case management frameworks and processes, including incident/request management, service level adherence and escalation management.
- Post-secondary certification in Information Systems, Computer Science or related discipline.
- Previous experience within an operational role of similar nature.
- 3+ years' Application / System support experience.
- Team player mentality, with outstanding written & verbal communication skills.
- Exposure to Microsoft Office 365 and/or G Suite environments.
- Exposure to Windows and Mac software and devices.
- Proven knowledge of operational risk.
- Attention to detail and ability to learn quickly.
- Effective customer relationship management skills.
- A consultative approach, using influencing skills & persuasiveness.
- Experience working on Salesforce CRM (preferred).
- Azure Active Directory (preferred).
- ITIL knowledge with foundation certification (preferred).
- Experienced in Atlassian Confluence, Jira and Jira Service Desk (preferred).

**Whats in it for you?**
- Flexibility on remote working: we've embraced a 'Flex First' policy for over 12 months and its now part of our DNA.
- We take career development seriously. We have the opportunities, budget, and frameworks in place to propel your career in the direction you want to take it
- We offer generous Paid Parental Leave: we celebrate our growing Lendi Group family with 18-26 weeks leave for primary carers and up to 4 weeks for secondary carers
- An additional week's Loyalty Leave each year after reaching 3 years' service
- We run wellness initiatives with a strong focus on psychological safety
- Regular social activities & events, both in-person and online.
- A vibrant, relaxed, yet professional culture.

This is an opportunity to join one of Australia's most exciting groups in the tech finance industry. As we continue to grow, we want to take you on the journey.

Excited and ready to take the next step in your career?

**Lendi Group is an equal opportunity employer that proudly champions flexibility, diversity & inclusion and psychological safety for all staff.