Application Support Analyst

AUB Group Limited; North Sydney Council; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Competitive salary

Growth opportunities

Supportive team environment

Job summary

A leading Australian insurance firm is seeking a full-time Applications Analyst to support application services in a hybrid work environment. This role involves managing support tickets, liaising with vendors, and providing frontline support to ensure system reliability. Candidates should have a qualification in IT or Computer Science and relevant experience in application support. Strong communication and problem-solving skills are essential, offering a competitive salary and benefits, with a focus on diversity and inclusion.

Qualifications

• Depth of relevant experience in helpdesk or application support.
• Experience with service level agreement (SLA) monitoring and reporting.
• Proficient in interpreting customer support needs.

Responsibilities

• Develop and maintain application knowledge for Agencies and Broker partners.
• Escalate unresolved incidents to vendors or support teams.
• Prepare reports on incidents and service requests.

Skills

Helpdesk support

Time management

Communication skills

Problem-solving skills

Education

Qualification in Information Technology or Computer Science

Job description

Overview

The AUB Group is an ASX 200 company, and the largest equity-based insurance broker across Australia and New Zealand. We have also recently acquired Tysers in the UK as we expand internationally. We hold 100+ direct investments into broking, underwriting agency, and health and rehabilitation businesses, with a further 100+ businesses held by our subsidiaries.

The Group operates within the insurance intermediary sector, providing insurance broking, underwriting agency, post claim rehabilitation, investigation, and loss adjusting to small and medium enterprise businesses.

AUB Group is currently in the lookout for a full-time Applications Analyst to join our busy team in North Sydney on a hybrid basis.

The Applications Analyst plays a key role in supporting the delivery of high-quality application services across the organisation and its partner businesses. This role is responsible for providing frontline support and managing support tickets, liaising with vendors for resolution, and providing timely updates to customers. Working closely with internal teams and external vendors, the Application Support Analyst helps maintain system reliability and contributes to continuous improvement initiatives.

The role also requires developing a solid understanding of the applications used across Agencies and Broker partners, progressively taking on functional support responsibilities. The Analyst will learn the broader application landscape and contribute to resolving business‑specific issues to ensure reliability and continuity of core systems across both groups.

Responsibilities

Other key Responsibilities in the position would see you:

• Develop and maintain a working knowledge of applications used across Agencies and Broker partners, including their workflows, integrations, and business usage.
• Escalate unresolved or complex incidents to vendors or higher-level support teams as required.
• Act as a point of contact for application-related queries and escalate where necessary.
• Prepare and produce regular reports on incidents, service requests, and SLA compliance for team meetings or management review.
• Adhere to service management protocols, IT policies, and change governance frameworks.
• Provide first‑ and second‑level functional support for Agency and Broker applications as expertise grows.

Qualifications & Experience

What experiences & competencies do you bring?

• A qualification/certification in Information Technology, Computer Science or a related discipline with a depth of subsequent relevant experience in helpdesk or application support.
• Experience to service level agreement (SLA) monitoring and reporting.
• Proficient organisational and time management skills with demonstrated ability to work will under pressure, establish and respond to changing priorities, manage multiple tasks and meet competing deadlines by using judgement and initiative.
• Proficient interpersonal, written and verbal communication skills and the ability to liaise effectively with all levels of employees and external stakeholders.
• Strong problem-solving skills and ability to interpret customer support needs and translate them into application and operational requirements or intervention.

Benefits & How to Apply

We offer a competitive salary and benefits package, with potential for growth and a fantastic team & working environment.

If you’re passionate about driving HR excellence and want to be part of a forward-thinking team, please apply today!

Any offer of employment is dependent upon the satisfactory completion of background checks by AUB Group or by an external third-party on our behalf.

AUB Group welcomes all people regardless of ethnicity, faith, sexual orientation, and gender identity, and we are dedicated to providing a workplace environment that supports and values diversity, inclusion and equality.