Application Support Analyst

CUE-X; Canberra; On-site; AUD 70,000 - 90,000; Full time

Job summary

CUE-X People in Canberra seeks expressions of interest for Application Support Specialists at Level 2. This role focuses on second-line support for business apps, incident resolution, and proactive performance monitoring.

Ideal candidates will provide root-cause analysis, support deployments, and work with development teams on fixes and improvements. On-call shifts may be required; strong communication with stakeholders is essential.

Qualifications

• Provide second-line technical support for business applications, ensuring incidents and service requests are resolved.
• Investigate and resolve L2 incidents escalated from Level 1.
• Perform root cause analysis and implement fixes or workarounds.
• Monitor application performance and proactively identify issues.
• Support deployments, upgrades, and changes to applications.
• Work with development teams for bug fixes and enhancements.
• Maintain documentation, knowledge base articles, and runbooks.
• Participate in on-call support if required.
• Ensure adherence to SLAs, incident and change management processes.
• Understand application architectures (web, client-server, APIs).
• Demonstrate strong problem-solving and analytical skills.
• Communicate clearly with technical and non-technical stakeholders.
• Prioritise and manage multiple issues.

Responsibilities

• Provide second-line technical support for business applications.
• Resolve L2 incidents and service requests escalated from Level 1.
• Perform root cause analysis and implement fixes or workarounds.
• Monitor and optimize application performance.
• Assist with deployments, upgrades and changes.
• Collaborate with development teams on bug fixes and improvements.
• Maintain and update runbooks and knowledge base articles.
• Participate in on-call rotations if required.
• Adhere to SLAs and change management processes.
• Communicate with both technical and non-technical stakeholders.

Skills

Second-line support

L2 incidents

Root cause analysis

Application performance monitoring

On-call support

Stakeholder communication

SLA compliance

Change management

Job description

CUE-X People is seeking expressions of Interest for Application Support Specialists - Level 2. Roles ideally based in Canberra.

Due to the Nature of this Client work you must be an Australian Citizen with an active Security Clearance highly desirable.

Experience

Provide second-line technical support for business applications, ensuring incidents and service requests are resolved efficiently while maintaining system stability and performance.

• Investigate and resolve L2 incidents and service requests escalated from Level 1 support
• Perform root cause analysis and implement fixes or workarounds
• Monitor application performance and proactively identify issues
• Support application deployments, upgrades, and changes
• Work closely with development teams for bug fixes and enhancements
• Maintain documentation, knowledge base articles, and runbooks
• Participate in on-call support if required
• Ensure adherence to SLAs, incident, and change management processes
• Strong understanding of application architectures (web, client-server, APIs)
• Strong problem-solving and analytical skills
• Clear communication with both technical and non-technical stakeholders
• Ability to prioritise and manage multiple issues

About - CUE-X People

CUE-X People is a boutique Canberra based consultancy. It works with Defence and government to make their tech smarter, secure and more efficient. CUE-X has a deep experience in Defence and government. We understand the challenges they have with outdated systems, security and the need to be more productive and customer focussed. CUE-X has a team of highly talented locally based cleared professionals that know how to transform ICT in Defence and government and large organisations. CUE-X partners with major organisations who require the specialist skills and people to help them implement technology.