Application Engineer

Capricorn; Western Australia; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Parental leave

Extra leave days

Wellbeing perks

Learning support

Job summary

Capricorn is seeking an Application Engineer to join the Service Delivery team in Australia. You will respond to escalated incidents, provide third-level support, and manage issues within SLAs while documenting processes for the knowledge base.

You will analyze trends, contribute to automation, mentor Level 1/2 staff, and help deploy technologies like the Atlassian suite to improve service delivery. Capable of working across ERP/CRM environments, you’ll thrive in a dynamic IT team.

Qualifications

• Minimum 5 years in applications administration or business systems analyst roles.
• ITIL v4 Fundamentals knowledge.
• Familiarity with core IT systems (CRM, ERP, Microsoft Dynamics).
• Experience with incident and knowledge management tools (Jira, Confluence).
• Proven ability to triage and manage escalated incidents.

Responsibilities

• Respond to and manage escalated incidents, service requests, and problems, providing third-level support and escalating as necessary in accordance with established procedures.
• Respond promptly to critical incidents affecting applications, ensuring swift resolution to minimize downtime and impact on business operations.
• Document incident details and resolutions to enhance the IT knowledge base and support continuous improvement.
• Document processes, incidents, and resolutions for inclusion in Capricorn’s IT knowledge base.
• Support the development of new technologies like the Atlassian suite of products to assist Group Technology Information Services.
• Mentor and guide Level 2 and Level 1 support, and identify opportunities for process improvement.

Skills

Incident response

Cloud services management

ITIL v4 Fundamentals

Incident triage

Education

Bachelor's degree in information technology or Computer Science

Tools

Jira

Confluence

Job description

A little about us

Capricorn is one of Australia and New Zealand’s largest and most dynamic Member-owned organisations. Since 1974, we’ve provided our Members with financial and business solutions to make running a business easier. Our flagship Trade Account offers instant credit with over 1600 Preferred Suppliers, simplified monthly expenses, and a generous rewards program.

We have a strong foundation in the automotive and machinery aftermarkets. Our vibrant community includes over 31,000 Members across Australia and New Zealand, from national franchises to your local family workshop. Last year, Capricorn facilitated nearly $4bn in sales with our Preferred Suppliers.

At Capricorn, we're about more than just products and services. We work hard to ensure that our Members, Suppliers and People feel like they're part of something bigger: a Community which is connected and supported to make a difference, while having some fun along the way!

A little about the role

As an Application Engineer, you will be involved in solving the most complex problems the service delivery team will experience, responding to and managing escalated incidents, service requests, and problems, providing third-level support, and escalating issues as necessary. You will also be responsible for performing trend analysis and proactive responses to ensure applications are stable and operating as expected. You will document processes and incidents for inclusion in Capricorn’s IT knowledge base, identify opportunities for process improvement, and stay current with industry trends to provide innovative solutions.

What you'll do

• Respond to and manage escalated incidents, service requests, and problems, providing third-level support and escalating as necessary in accordance with established procedures. Ensure that all tickets are resolved within established Service Level Agreements (SLAs).
• Respond promptly to critical incidents affecting applications, ensuring swift resolution to minimize downtime and impact on business operations. Provide third-level support, elevate issues to support vendors as necessary, and ensure all incidents are resolved within established Service Level Agreements (SLAs). Document incident details and resolutions to enhance the IT knowledge base and support continuous improvement.
• Document processes, incidents, and resolutions for inclusion in Capricorn’s IT knowledge base, supporting continuous governance and improvement.
• Support the development of new technologies like the Atlassian suite of products, that assist Group Technology Information Services with service delivery.
• Assist the Service Delivery team by providing mentorship and guidance to Level 2 and Level 1 support.
• Proactively identify opportunities for process improvement and contribute to the enhancement of IT support workflows. Identify process that can be automated or moved to level 1/2 support with appropriate workflows.

What you’ll bring

• Minimum 5 years of hands‑on experience in an applications administration or business systems analyst roles, with a strong focus on daily operations, incident response, and cloud services management.
• Experience/Knowledge of ITIL v4 Fundamentals.
• Familiarity with core IT Systems (CRM, ERP, Microsoft Dynamics)Familiarity with SQL and data analytics.
• Experience with incident and knowledge management tools (Atlassian Jira,Confluence).
• Proven ability to triage and managed escalated incidents.

Qualifications

• Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent practical experience).
• Vendor certifications, such as Microsoft Certified: Dynamics, are desirable.

A little on life at Capricorn

At Capricorn, we’re committed to creating an environment where our people can thrive, both professionally and personally. That’s why we’ve built a range of benefits that support wellbeing, development and important moments in life, helping our people do their best work while balancing what matters most to them.

Our benefits include:

• 14 weeks inclusive paid parental leave for all eligible Team Members, providing equitable support for parents and caregivers.
• Two additional days of paid leave to support moments that matter to you.
• Wellbeing, fitness and lifestyle perks through WHEREFIT and Perkbox.
• Learning and development opportunities, including training and study assistance for eligible Team Members.
• Additional benefits such as purchased leave, salary continuance insurance, social club, novated leasing and more.