Technical Support Analyst



Work type:

Full Time


Information & Communication Technology


$95000 - $115000 per annum

Job reference:


Start date:


Contact email:


Andrew Hume

This an opportunity for a Technical Support Analyst to come on board in a permanent capacity. This role is with a large financial services organisation based in the CBD. Our client's talented and diverse team seeks to recruit passionate and skilled people who want to achieve their best. The role is required to provide a range of operational support services to varied stakeholders listed under key relationships. This includes implementation and management of changes to procedures or processes that address legislation, system or product changes, and to enhance effectiveness. Further there is a requirement to ensure the right technical competence is acquired to effectively process work in a changing environment.

Key Responsibilities
  • Provide 2nd level technical support to internal and external customers
  • Mentor and support 1st level technical support analysts
  • Manage customer expectations through the resolution of support services and requests ensuring high quality communication
  • Respond to business requests for support on system, procedural and product issues
  • Undertake activities to ensure that system incident and request management responses are with agreed SLAs
  • Establish and maintain partnering relationships with the business and other teams within the organisation (including corporate architecture) and 3rd party vendors / suppliers to ensure high availability of critical business systems
  • Manage the interfaces between applications for which the portfolio is responsible so that the focus is on the business solution, as opposed to the applications themselves
  • Understand compliance requirements and provide appropriate advice and assistance to the administration teams
  • Support the delivery of projects through all phases of the SDLC
  • As part of the problem solving process, undertake analytical activities and provide business input and direction. This includes providing input for proposed fixes, testing functions and project managing remedial work to maintain data integrity
Experience required
  • Strong experience in a problem management/system support role in large complex organisations
  • Experience in the Financial Services industry (Super, Pensions, Investments, Insurance)
  • Advanced knowledge of Portfolio Administration Systems and Processes
  • Experience in Microsoft webserver and .NET technologies essential
  • Knowledge of Wrap platforms highly desirable
  • Experience in collaborating with external suppliers/vendors
  • Extensive business and IT stakeholder management experience
  • Experience with Agile is highly desired
This position will be filled over the next couple of days so please don't hesitate to apply. Should you need any further information, please contact Andy on 03 9602 4222.

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