Application Support Analyst

Upeducation; City of Melbourne; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Salary aligned to experience

Ongoing training & development

Hybrid work environment

Job summary

Upeducation in Melbourne's CBD is seeking a permanent, full-time Technical Support and Service Manager to support SMS, LMS, CRM and other business applications across a hybrid working environment. You will troubleshoot, configure, and test these systems to ensure reliable operation.

You will develop training materials, reports and data extracts; manage the service desk; drive incident, problem and change processes; and train stakeholders to ensure successful system adoption in an education

Qualifications

• Experience supporting business applications, ideally within an education environment, with exposure to SMS and/or LMS platforms highly regarded.
• Understanding of educational processes and compliance requirements, or the ability to quickly develop this knowledge.
• Proven experience in customer application support, with strong stakeholder and relationship management skills.
• Ability to manage multiple priorities, with strong analytical, troubleshooting, and problem-solving capabilities.
• Relevant tertiary qualification or equivalent practical experience.

Responsibilities

• Provide expert support and administration across SMS, LMS, CRM, and other business applications, including troubleshooting, configuration, testing, and post-implementation support.
• Develop training materials, reports, and data extracts while analysing systems and processes to identify improvements.
• Manage service desk requests by triaging, resolving, and escalating tickets while ensuring SLA targets and service standards are met.
• Follow incident, problem, and change management processes, identifying trends to improve system reliability and reduce recurring issues.
• Build strong relationships with stakeholders, provide effective communication, and deliver user training to support successful system adoption.

Skills

SMS platforms

LMS platforms

CRM systems

Stakeholder management

Troubleshooting

Education processes

Education

Relevant tertiary qualification or equivalent practical experience

Job description

Permanent | Full-time | Melbourne, CBD Based | Hybrid Working

Key Responsibilities

Technical Support

Provide expert support and administration across SMS, LMS, CRM, and other business applications, including troubleshooting, configuration, testing, and post-implementation support.

Develop training materials, reports, and data extracts while analysing systems and processes to identify improvements.

Service Management

Manage service desk requests by triaging, resolving, and escalating tickets while ensuring SLA targets and service standards are met.

Follow incident, problem, and change management processes, identifying trends to improve system reliability and reduce recurring issues.

Stakeholder Engagement

Build strong relationships with stakeholders, provide effective communication, and deliver user training to support successful system adoption.

• Experience supporting business applications, ideally within an education environment, with exposure to SMS and/or LMS platforms highly regarded.
• Understanding of educational processes and compliance requirements, or the ability to quickly develop this knowledge.
• Proven experience in customer application support, with strong stakeholder and relationship management skills.
• Ability to manage multiple priorities, with strong analytical, troubleshooting, and problem-solving capabilities.
• Relevant tertiary qualification or equivalent practical experience.

Why work with us

• Salary is aligned to experience & reviewed annually
• Supportive team environment with ongoing commitment to your training and development
• Fantastic opportunity to be part of an energising team and growing company

This advert will expire on the 15th of September

Questions about your identity help us appreciate the diversity of individuals looking to work with us, ensuring we're attracting applications from people with identities and perspectives that are as diverse as our students.

We are an equal opportunity employer. As part of our commitment to equity, we work to ensure a fair and consistent interview process. We celebrate diversity and we are committed to an inclusive work environment.