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Applications Support Analyst

2 weeks ago

Brisbane, Queensland, Australia Workcover Queensland Full time

**Job no**: 493759
**Work type**: Fixed Term - Full Time
**Location**: Brisbane CBD
**Categories**: Digital and Technology Group

We're looking for an Application Support Analyst to join our Service Operations team on a 12-month fixed-term contract.

As our Application Support Analyst, you will be responsible for delivering quality technical support services to our customers, with a particular focus on WorkCover claims and policy systems.

At WorkCover Queensland our vision is to be the best worker's compensation insurer, to make a positive difference to people's lives and to keep Queenslanders working. Our flexible work environment allows you to be your best every day and contribute to the big picture.

Our organisation is made up of individuals who collaborate and seek to engage others, working together as One Team. We embrace diversity and value people who bring personal energy and authenticity to everything they do. If you're someone with a strong values-oriented compass and you want to achieve sustainable outcomes, you will find a great community at WorkCover_. _

**You'll contribute to**:

- Own and drive the resolution of technical issues impacting WorkCover systems, including critical outages
- Develop risk-based implementation strategies for customer change requests and system maintenance
- Build comprehensive knowledge of WorkCover business processes to enhance service delivery
- Create and document standard procedures for Service Desk team members
- Participate in after-hours on-call duties to ensure business continuity
- Collaborate with Digital and Technology teams to improve customer delivery outcomes
- Contribute to technology roadmaps and continuous improvement initiatives
- Provide exceptional customer service across all interactions

**A bit about you**:

- Tertiary qualification or equivalent experience
- 3+ years of experience in a technical support role
- Experience with ITSM Service tools such as Service Now (highly regarded)
- Experience with issue triaging, root cause analysis, and user support
- Strong understand of ITIL principles and operational best practice
- Excellent customer service and interpersonal skills with strong attention to detail
- Well-developed verbal and written English communication skills
- Proven ability to work collaboratively in virtual teams and coach others
- Strong planning and decision-making capabilities
- **Mandatory requirement**: Availability to participate in rotational out-of-hours on-call roster (allowances apply)

**A bit about us**:
Working in a collaborative team environment within a supportive and engaged organisation, you'll enjoy a hybrid work model, access to personalised learning and development opportunities and the holistic support of our health and wellbeing program. We offer industry competitive salaries, a generous superannuation scheme (including co-contribution) and study assistance. You can find out more about our Employee Benefits by visiting Working at WorkCover Qld.

**How do I apply?**

To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our recruitment team during your conversation with them.

Pre-employment checks will be conducted on all prospective employees. This will include a Right to Work in Australia Check, Police Check, Education Check, Reference Check and where appropriate a Visa Check. The information provided will be treated as confidential in accordance with the Information Privacy Act 2009 (Qld).

**Advertised**: 18 Jun 2025 (2:00 PM) E. Australia Standard Time
**Applications close**: 02 Jul 2025 (2:00 PM) E. Australia Standard Time