Application Support Analyst

Division:  Information and Technology Services 
Location: Melbourne CBD   
Type:        Full Time                            
Job reference: 494709       

If you have the skills to ensure seamless functionality and user support, we’d love to hear from you! Do you think you’re the right fit for this role?

About the Role

Reporting to the Head of Enterprise Applications the primary responsibility of the Application Support Analyst role is to provide support and maintain the Yooralla’s suite of ICT applications, with a primary focus upon Yooralla’s Customer Management System utilising Salesforce technology.
This role involves managing support tickets as well as ad-hoc training and application administration of Yooralla applications. The position will play an integral part of the Application Delivery Team and will work closely with the technical and business leaders to ensure appropriate levels of support are provided for Yooralla applications.

Key Responsibilities:

• Provide first and second level support and troubleshooting for line of business applications including Salesforce, Skedulo, Pardot, Jitterbit and custom developed applications in accordance with SLAs and internal support processes
• Work with vendor to monitor, manage and resolve Business Applications integration issues and errors.
• Build reports and dashboards, workflows and other day to day Application administration tasks.
• Take ownership of user problems and be proactive when dealing with user issues.
• Identify root cause issues and investigate patterns then suggest/implement improvements to reduce common issues.
• Responsible for ensuring the internal IT ticket queues are kept up to date and actioned.
• Assist in planning for the impact of NDIA changes such as pricing uplifts, process amendments and opportunities such as real-time interfacing
• Test application integration changes to ensure conformance to design specifications and performance.
• Coordinate with internal Yooralla Application business owners to assess the impact of proposed changes/upgrades to applicable Integration layer/s
• Work with the Operations, Community and Shared service teams to work cross-functionally to gather requirements, build and communicate key insights, identify product opportunities and offer recommendations for future improvements.
• Support the Head of Enterprise Applications and wider IT teams by contributing to establishing streamlined processes that support administrative, Jira tickets, development and change management initiatives.
• Provide guidance & training to improve adoption of solution components across the organisation.
• Create and maintain system documentation, enhancements and supporting materials, keeping up to date in accordance with IT policies, procedure, and standards.
• Follow ITIL process and maintain standards and procedures that enhance the operation of the Salesforce Application environment.

Mandatory Requirements

• Current National Police Record Check
• International Police Check (if required)
• Current driver's licence to drive in Australia

Professional Experience

• 3+ years of experience in a similar Application support position
• Previous experience with Salesforce would be advantageous.
• Demonstrated experience gathering and documenting business requirements.
• Experience working with end users and business stakeholders.
• Sound client focused approach and experience in delivering services to a diverse customer base.
• A versatile skillset in working with complex ICT environments.
• Experience with Confluence and Jira
• Well-developed analytical, problem solving and decision-making abilities (a solution-oriented mindset and approach to problem solving)
• The ability to run workshops, gather requirements and turn these requirements into technical specifications.
• Good understanding of project management methodologies and techniques.

Our culture