Working as part of a team, your responsibilities will include:
- Working as a key conduit between our IT Service Desk staff, our Senior Application Support Analysts, and business stakeholders to manage Business As Usual tasks.
- Working under limited direction, coordinate with multi-disciplinary teams where required to facilitate understanding and resolution of issues of known and unknown origin, in the support space.
- Facilitate the management of knowledge base articles, documentation of complex issues, and annual and regular scheduled tasks.
- Undertake and assist with analysis tasks relating to general application support issues.
- Actively monitor uptime and availability of company’s internal systems to ensure business continuity.
- Be an escalation point for junior members within the team for any Incidents and Service Requests, providing advice and guidance.
You will have the following skills to be successful in this role:
- Demonstrated experience working in an IT service support and delivery role with excellent communication and organisational skills, sound judgment, and attention to detail.
- Ability to quickly learn the complexities between company’s IT systems and how changes to current state may affect end users.
- Research, troubleshoot & resolve application issues, while recording and documenting relevant updates and information.
- Have a working knowledge of ITIL & ITSM tools (i.e. Jira, ServiceNow, HP Service Manager etc.).
- Demonstrated ability to engage with key stakeholders through effective communication.
- The ability to work within a mid-paced, Agile development team.
- Experience in Oracle SQL query and relational databases, monitoring and batch service tools such as Splunk or Jenkins.
- Experience working with cloud systems such as Salesforce or TechnologyOne is desirable.
- An understanding of Cyber Security concepts and practices.
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