Application Analyst: Web & Enterprise App Support

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

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.