Support Analyst

4 weeks ago

Camberwell, Australia coles Full time

About the team

As the way we shop continues to evolve, our Technology team keeps us at the cutting edge. Driven by our innovative, inclusive, and forward-thinking culture, we’re constantly looking at ways to reinvent the shopping experience for our customers and build the next generation of digital retailing.


About the team:

As the way we shop continues to evolve, our Technology team keeps us at the cutting edge. Driven by our innovative, inclusive, and forward-thinking culture, we’re constantly looking at ways to reinvent the shopping experience for our customers and build the next generation of digital retailing.

About the role:

As a Level 2 Support Analyst, you are part of the escalation chain for any technical application problems reported on the Coles store Customer Platform level, both from a general application support and SQL programming perspective.

You are expected to maintain the customers in mind when dealing with issues and ensure they experience the minimal impact as possible. Additionally, are you to provide analytical and operations support to the running and enhancement of existing production Store System applications from an advanced technical level. As a Level 2 Support Analyst, you have the advanced knowledge to assist with additional scripting & automating and help to proactively improve the way Coles stores operate from a Store Customer Platform level.

What you’ll be doing:
  • Maintain and support systems as per agreed SLAs
  • Able to resolve complex issues
  • Understand business needs
  • Drive continuous improvement
  • Su pport the Level 2 team with enhanced technical capability
  • Support all application problems and issues that have an impact on normal systems operations of applications supported
  • Engage other teams as required for cross platform issue resolution
  • Ensure timely and appropriate customer and stakeholder communication occurs so that they are fully engaged and informed on the status of all issues
  • Ensuring the best internal customer experience by always providing superior level of service
  • Ability to develop, test and implement solutions to issues detected during troubleshooting
  • Maintain technical and product knowledge and expertise, through research and self-development to ensure support remains efficient, effective and relevant to the business needs of Coles
  Good things you’ll need:
  • Experience in supporting business critical applications
  • Demonstrated experience in leading resolution activities.
  • Ability to influence and work closely with other teams to achieve results
  • Demonstrated experience and understanding of operational environment and processes
  • Demonstrated experience supporting complex integrated applications
  • Strong analytical and problem resolution skills
  • Strong written and verbal communication skills

Commercial Skills and Formal Qualifications:

  • Bachelor’s degree (Or equivalent qualification) in software development, computer science, business intelligence, information technology, data management, or other related fields, as well as IT Retail industry experience
  • Ability to innovate and problem solve
  • Intermediate to Advanced knowledge of database procedures and Microsoft SQL Server concepts
  • Intermediate to Advanced knowledge & experience in PowerShell
  • Knowledge of one or more SQL variant, such as MySQL, MSSQL, and PostgreSQL
  • The ability to create fast and efficient database queries, including joining and cross-referencing cells from several tables
  • Familiarity with standard database management tools and software, such as Microsoft Access, Oracle Database, and phpMyAdmin
  • Application of the Coles Values and Way of Working
  • ITIL or equivalent certification desirable

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