Application Support Analyst

4 weeks ago

Brisbane, Australia Bank of Queensland Full time

About the Role

BOQ Group are looking for enthuastic Application Support Analyst to provide support to our Retail and Business bank tech teams.

As an Application Support Analyst, you will be providing second level application support across core business and customer systems for our new Digital Banking platforms. This is a hands on role providing a blend of project and application support responsibilities.

Key Accountabilities

  • Support and manage several key digital banking applications and platforms.
  • Investigate, triage, diagnose and resolve application issues, collaborating with business stakeholders, vendors and other suppliers address impact.
  • Proven track record which demonstrates the ability to meet or exceed, KPIs and SLAs.
  • High attention to detail with strong problem-solving skills
  • Must be a team player who can work to strict SLA’s while providing excellent customer service.
  • Work closely as a team with Offshore teams to monitor batch jobs and troubleshoot issues as they arise.
  • Prevent re-occurrence of incidents by driving internal or external teams to identify solutions.
  • Work with business and customer stakeholders to understand impact and priority of issues raised.
  • Respond to end user support requests, address business user issues and queries.
  • Support Major Incident Management processes in the event of significant impact, risk or disruption to services
  • Support, administration and validation of releases and implementations.
  • Involvement in project transition to support and service transitions process for new services and applications.
  • Support of DR accreditation and testing

About you

  • Experience in a support or service desk role with experience supporting software applications
  • Customer service champion with a genuine interest in helping business teams and customers.
  • Proven track record which demonstrates the ability to meet or exceed, KPIs and SLAs.
  • Able to take responsibility for customer needs and satisfaction
  • High attention to detail with strong problem-solving skills
  • Excellent business acumen
  • Must be a team player who can work to strict SLA’s while providing excellent customer service.
  • Experience working with Service Now an advantage
  • Flexibility around working hours – weekends/after-hours work will be required to support a after-hours Oncall roster.

About Us

BOQ Group is a truly unique group of challenger brands with a purpose – to provide a genuine alternative to Australian financial services for customers and employees.

Our family of brands (Bank of Queensland (BOQ), ME Bank, Virgin Money Australia, BOQ Specialist), each come with their own defined customer audience and brand personality, but share one goal – to build social capital through banking. That’s creating trust with customers, exploring staff potential and believing that tiny gestures and big ideas can change the world for communities.

BOQ Group’s inclusive vision is to foster a workspace that values and leverages difference and creates new possibilities, a place where our people feel confident to bring their best selves to work every day. We embrace difference and believe that our workforce should reflect the customers and communities that we serve.

Since 2021, BOQ Group is recognised as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency (WGEA).

In 2023, we successfully implemented an innovative Reconciliation Plan, driving positive change and promoting inclusivity across BOQ Group.

Our Benefits

• Flexible working arrangements
• Discounted financial products
• Salary sacrificing options
• Paid parental leave with no minimum
• Purchase annual leave
• Discounted private health insurance plan
• Employee Assistance Program (EAP)
• Access to employee network groups focused on First Nations Reconciliation, LGBTQIA+, Multicultural, Gender, Early Careers and accessibility
• BOQ Group is a member of Pride in Diversity and a participating organisation in the Australian Workplace Equality Index

How to Apply

To apply for this role at #boqgroup #grouptech, follow the links or apply via our Careers Page. 

BOQ Group is committed to diversity and an inclusive workforce. Aboriginal and Torres Strait Islander People are encouraged to apply.

We celebrate, value and include people of all backgrounds, gender and expressions, sexualities, cultures, bodies and abilities. When you apply, you are welcome to tell us the pronouns you use and please let us know any reasonable adjustments you may need during the interview process.

If you are successful for a role with BOQ Group, it is a condition of employment that background screening is completed to ensure that the Bank complies with its obligations under the Anti-Money Laundering and Counter Terrorism Financing Act. These checks may include, but are not limited to: identity, verification, reference checks, criminal background checks, immigration checks, verification of academic qualifications, bankruptcy checks.

Please no agency applications.

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