Application Support Analyst

City of Gold Coast; Gold Coast City; Hybrid; AUD 102,000 - 108,000; Full time

Benefits offered by this job

9-day fortnight

Hybrid/work from home

Fitness Passport

Counselling services

Nutritionist session

Professional development courses

Job summary

City of Gold Coast is seeking an Enterprise Platform Application Support Analyst to maintain and troubleshoot key enterprise applications. You will work with end-users, developers, and other technical teams to ensure smooth operation and optimal performance.

The role emphasizes proactive problem solving, collaboration, and continuous improvement, within a flexible, hybrid work environment on the Gold Coast.

Qualifications

• Diploma in Computer Science or equivalent required.
• Experience in enterprise application support.
• Knowledge of ITIL service management.
• Familiarity with Agile methodologies.
• Strong troubleshooting and analytical skills.
• Excellent written and verbal communication.

Responsibilities

• Provide first- and second-level support for enterprise applications.
• Diagnose and resolve incidents per SLAs.
• Escalate complex issues to vendors or higher-level teams.
• Monitor application performance and availability.
• Assist with upgrades, patches, and system integrations.
• Support testing and change management during releases.
• Document configurations and knowledge base articles.
• Collaborate with stakeholders to gather requirements.
• Participate in project onboarding and training.
• Recommend improvements to processes and UX.

Skills

ITIL knowledge

Troubleshooting

Communication skills

Analytical skills

Customer service

Education

Diploma in Computer Science

Job description

• Full Time | 9-day fortnight | 36 hours per week
• Salary: From $101,616 to $108,140 p/a plus Superannuation

About the team

The Enterprise Platforms team plays a critical role in supporting the City's enterprise platforms within the Chief Technology Office. The team is committed to delivering secure, reliable, and fit-for-purpose technology solutions that enable service delivery, drive continuous improvement, and support the City's strategic and operational priorities.

About the role

The Application Support Analyst is responsible for supporting, maintaining, and troubleshooting Enterprise Platform applications. You will work closely with end-users, developers, and other technical roles to ensure smooth operation and optimal performance.

Key responsibilities:

• Provide first- and second-level support for business applications transitioned into Council.
• Troubleshoot, diagnose, and resolve application incidents in line with service level agreements.
• Escalate complex issues to vendors or higher-level technical teams as required.
• Monitor application performance and availability, taking proactive measures to prevent issues.
• Assist with upgrades, patches, enhancements, and system integrations.
• Support testing and change management processes during application releases.
• Document application configurations, procedures, and knowledge base articles.
• Liaise with business stakeholders to gather requirements and ensure application functionality meets organisational needs.
• Participate in transition and project-related activities, including onboarding and training.
• Identify and recommend improvements to application processes, user experience, and support practices.

About you:

You’re a proactive problem solver who enjoys supporting technology that keeps a large and diverse organisation running smoothly. You bring a balance of technical acumen, business understanding, and customer service focus to your work.

Ideally, you will have:

• Diploma in Computer Science, Information Systems, or equivalent knowledge and experience.
• Experience in application support within complex or enterprise environments.
• Knowledge of ITIL service management practices.
• Familiarity with software development and testing methodologies (Agile preferred).
• Strong troubleshooting and analytical skills with a focus on service quality.
• Excellent written and verbal communication skills for engaging with technical teams and business stakeholders.
• Collaborative approach and commitment to continuous improvement.

Be part of shaping the Gold Coast’s future

The Gold Coast is inspired by lifestyle and driven by opportunity. We are the second largest Council in Australia.

We care about being the most flexible government organisation in Australia. We have a range of benefits to help you create the right balance:

9-day fortnight

Flexible work arrangements to suit your lifestyle, including hybrid/work from home options, flexible working hours and locations

Personal and professional development courses

Access to 350+ fitness facilities through Fitness Passport

4 free confidential counselling sessions a year for you or an immediate family member

1 free nutritionist and financial advice session per year

We pride ourselves on our shared mission of being a high-performing, customer-focused organisation which delivers value-for-money services to the community.

Contact PersonAshley Shannon

Closing DateSunday 4th of October 2026 /11:59pm AEDT

We’re committed to creating a diverse workplace and inclusive culture. We take pride in people who align with our high-performance principles. We believe that the diverse makeup of our workforce reflects the community we serve. We welcome applications from people of all backgrounds, experiences and identities, and encourage candidates to discuss any support or adjustments they may need throughout the recruitment process.