Application Support Analyst

Menzies Research Institute; Hobart; On-site; AUD 92,000 - 100,000; Full time

Job summary

University of Tasmania is seeking an Application Support Analyst in Hobart/Launceston/Burnie to provide high-level support for UTAS enterprise information systems. You will handle service requests via ServiceNow, email and user groups, and contribute to ongoing system improvements and ITS projects.

The role emphasizes ITIL-aligned processes, incident management and user training, with a focus on delivering quality, timely guidance to clients and users.

Qualifications

• Demonstrated experience in administration and support of enterprise information systems.
• Strong understanding of incident, problem, change and release management.
• Experience in IT project management.
• Experience in development and delivery of training programs for technical and non-technical staff.

Responsibilities

• Administer and provide support and training for UTAS enterprise information systems per EBS processes (ITIL).
• Fulfil, manage, report on and monitor service requests to a high standard.
• Provide timely and accurate advice on information system usage, administration and support issues.
• Contribute to planning, design, development and continuous improvement of EBS services.
• Consult with clients and staff to improve information systems and user experience.

Skills

Enterprise systems

Incident management

IT project management

Training development

User support

Tools

ServiceNow

ITIL

Job description

The University of Tasmania acknowledges the Palawa/Pakana and Gadigal/Wangal people as the traditional custodians of the land, sea and waters of the areas upon which we live and work. We recognise their valuable contributions and deep connection to country and pay respect to Elders past and present.

• Provide expert application support and advice to a diverse range of users, building strong stakeholder relationships and delivering exceptional customer service through a variety of support channels.
• Contribute to exciting system improvements and technology projects, including business analysis, requirements gathering, testing, implementation, and the ongoing enhancement of enterprise applications and user experiences.
• Full time, ongoing position located in either Hobart, Launceston or Burnie.

About the opportunity

The Application Support Analyst is part of the Application Services team within Enterprise Business Services (EBS), a portfolio of Information Technology Services (ITS) responsible for managing the University’s enterprise applications and related services. The role provides high-level application support and advice to clients and users through various communication channels, including ServiceNow, email, and user groups, while also driving continuous improvements to systems and user experiences. In addition, the position contributes to ITS projects and system enhancements through activities such as business analysis, requirements gathering, design, testing, implementation, and the ongoing development and refinement of enterprise systems.

What you’ll do:

• Administer and provide support and training for UTAS enterprise information systems, conforming to EBS processes (ITIL).
• Fulfil, manage, report on and monitor service requests from ITS clients in a timely manner and to a very high standard of quality.
• Provide quality, timely and accurate advice for EBS clients and system users on all aspects of information system usage, administration and support issues.
• Contribute actively to the planning, design, development and continuous improvement of the EBS services portfolio.
• Consult with EBS clients, system users and ITS staff on the improvement of information systems and other EBS services, and of the client and user experience across these systems and services.

What we’re looking for:

• Demonstrated experience in the administration and support of enterprise information systems.
• Demonstrated understanding of incident, problem, change and release management.
• Highly developed conceptual and analytical skills, with proven experience in analysis, design and documentation of business processes and procedures relating to information systems.
• Experience in IT project management.
• Experience in development and delivery of training programs and material for both technical and non-technical staff.

Salary details

Appointment to this role will be at HEO 6 and will have a total remuneration package of up to $116,872 comprising base salary within the range of $92,120 to $99,891 plus 17% superannuation.

Applications close Sunday, 15 November 2026, 11.55pm

As part of our commitment to a safe and inclusive workplace, employment history and police checks may be conducted as part of the selection process.

To be eligible for this position, you are required to hold Australian or New Zealand Citizenship, permanent residency or a valid visa that enables you to fulfil the requirements of this role.

Position Description - Application Support Analyst.pdf.