Application Support Analyst

Application Support Analyst (APAC) - Sydney CBD Office

Work Pattern: 4 days in the office, 1 day from home 

This is a 2nd Line support role supporting market-leading cloud applications (Salesforce, FenX, Atlassian suite, Github, Pycharm, IntelliJ), with further applications being added as the team matures, giving even greater scope to learn and upskill. There are opportunities to take part in company wide projects with wide reaching effects towards the company and other teams.

You will support, maintain, and improve our key business applications in CRM, CLM, and other technical applications:

• Manage tickets from the user base:


• Advanced user queries


• Data updates


• Simple configuration


• User creation


• Manage connected applications and plugins


• Identify common problems and themes that could be resolved by development work


• Work with the development teams to manage changes that require formal change control


• Maintain and promote data quality


• Ensure all applications are up to date and optimised 


• Perform regular application reviews and audits with the Internal Security and Audit Teams


• Review application roadmaps, monitor new features and analyse their suitability for the business


• Promote new features as they come online via blogs, pre-recorded videos and training sessions via VC


• Create and maintain a knowledge base


• Promote self-service in the user base

REQUIRED EXPERIENCE AND SKILLS:

• 2+ years in a technical service environment (either Service Desk or Application Support)


• Process-driven and diligent


• Service-focussed and goal-oriented


• Good level of understanding of cloud technologies 


• Experience of Google’s Workspace suite of applications and products is an advantage


• Experience with ZenDesk and/or Jira or other ticketing systems is an advantage


• Direct experience on Salesforce, or similar CRM, is an advantage


• Salesforce ADM201 certification is an advantage, but not essential


• English language proficiency


• Strong communication skills

Soft Skills

We are looking for: 

• A good team player who is able to work as a part of a group or independently 


• Someone with a positive attitude who is able to keep calm, find solutions or a good workaround for all problems


• Someone who is able to work supervised and unsupervised, able to work under high pressure and to tight deadlines.


• Someone who is able to prioritise incidents and tickets while maintaining a good level of time management.


• Proactivity is a key characteristic that is extremely beneficial to the role to keep ahead of developing situations

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