Application Analyst

National Rugby League; Sydney; On-site; AUD 85,000 - 110,000; Full time

Job summary

The National Rugby League (NRL) in Sydney seeks an Application Analyst to support our business applications, improve performance, reliability and user experience. You will monitor systems, troubleshoot issues and drive value across technology platforms.

Working in a collaborative Technology team, you will coordinate incidents and enhancements, develop guides and self-service resources, and provide user training to maximise adoption and capabilities.

Qualifications

• 3-5 years' experience in application support, help desk or technical support roles.
• Experience supporting web applications, mobile applications and enterprise business systems.
• Strong troubleshooting and problem-solving skills.
• Knowledge of CRM systems, marketing platforms and Microsoft 365.
• An understanding of authentication, user access management, application security and identity management.
• Experience working with ticketing systems, incident management processes and IT service management frameworks.
• An understanding of SQL databases, with the ability to perform basic queries for troubleshooting and application investigation.
• Strong customer service, communication and stakeholder engagement skills.
• The ability to manage multiple support requests while maintaining attention to detail and service quality.
• ITIL Foundation certification, or a similar service management qualification, will be highly regarded.

Responsibilities

• Provide application support across web, mobile and enterprise business systems, including troubleshooting, performance optimisation and incident resolution.
• Monitor application performance and identify opportunities for optimisation and continuous improvement.
• Coordinate application enhancements, feature requests, deployments, testing and user acceptance activities.
• Manage application access, permissions, administration and security compliance.
• Log, track and manage application-related incidents through established IT service management processes.
• Work closely with Development and Delivery, Infrastructure, Security and Data and Analytics teams to resolve complex technical issues.
• Develop and maintain knowledge articles, user guides, troubleshooting procedures and self-service resources.
• Provide application training and guidance to users to improve adoption, capability and self-sufficiency.
• Support vendor relationships, application support contracts and escalation processes.
• Contribute to operational planning, change management, business continuity and service improvement initiatives.

Skills

Troubleshooting

Customer service

Stakeholder engagement

Multi-tasking

Communication

Education

ITIL Foundation certification

Tools

CRM systems

Microsoft 365

Marketing platforms

Job description

Rugby League is Australia's most entertaining and community driven sport. Rugby League broadcasts have grown to be the most watched programs on Australian television. The NRL Telstra Premiership is the closest elite sporting competition in the country and the State of Origin series between New South Wales and Queensland is Australian sport's greatest rivalry.

We're looking for an Application Analyst to join our Technology Team and help shape the future of Rugby League. If you're ready to make an impact in a fast-paced, purpose-led organisation, we want to hear from you..

About the role

As an Application Analyst, you will provide strategic support across the NRL's business applications, helping to improve application performance, reliability and user experience. You will proactively monitor systems, troubleshoot issues and identify opportunities to maximise the value of our technology platforms.

Working as part of a collaborative Technology team, you'll support critical business applications, coordinate incidents and enhancements, and develop documentation, training and self-service resources that help our people make the most of the systems they use.

In the role you will

• Provide application support across web, mobile and enterprise business systems, including troubleshooting, performance optimisation and incident resolution.
• Monitor application performance and identify opportunities for optimisation and continuous improvement.
• Coordinate application enhancements, feature requests, deployments, testing and user acceptance activities.
• Manage application access, permissions, administration and security compliance.
• Log, track and manage application-related incidents through established IT service management processes.
• Work closely with Development and Delivery, Infrastructure, Security and Data and Analytics teams to resolve complex technical issues.
• Develop and maintain knowledge articles, user guides, troubleshooting procedures and self-service resources.
• Provide application training and guidance to users to improve adoption, capability and self-sufficiency.
• Support vendor relationships, application support contracts and escalation processes.
• Contribute to operational planning, change management, business continuity and service improvement initiatives.

Ideally you will have

• 3-5 years' experience in application support, help desk or technical support roles.
• Experience supporting web applications, mobile applications and enterprise business systems.
• Strong troubleshooting and problem-solving skills, with the ability to investigate complex application and integration issues.
• Knowledge of business applications such as CRM systems, marketing platforms and Microsoft 365.
• An understanding of authentication, user access management, application security and identity management.
• Experience working with ticketing systems, incident management processes and IT service management frameworks.
• An understanding of SQL databases, with the ability to perform basic queries for troubleshooting and application investigation.
• Strong customer service, communication and stakeholder engagement skills.
• The ability to manage multiple support requests while maintaining attention to detail and service quality.
• ITIL Foundation certification, or a similar service management qualification, will be highly regarded.

Whilst we look for experience, we also look for people who share the same beliefs as our organisation - we are UNITED, POSITIVE, INCLUSIVE & DISCIPLINED. Should you meet most of the criteria and share our beliefs,

The NRL is a child-safe organisation committed to providing a safe place for all children to learn and have fun. We have strong recruitment procedures to make sure the safest and most suitable people work with us and require all applicants to undergo an extensive screening process prior to appointment, a process that will include, but is not limited to comprehensive reference checks, an identity check, 'Working with Children' checks and/or national criminal history checks.