Application Support Analyst

Phillips Ormonde Fitzpatrick; Sydney; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Flexible and hybrid working

Health and wellbeing programs

Reward and recognition including bonus

Gender-neutral parental leave

Salary continuance

Generous leave provisions

Job summary

Phillips Ormonde Fitzpatrick is seeking an Application Support Analyst to join our Melbourne IT team. You will provide user support and training and ensure the smooth operation of our in-house software systems.

You will support, configure, and administer our database applications, and collaborate with IT and Learning & Development to create online training materials. Reporting to the IT manager, you will conduct acceptance testing of system changes before release to production and help document

Qualifications

• Bachelor’s degree in business administration, information technology, or related field
• Strong analytical, problem-solving, and critical-thinking skills
• Excellent documentation and writing skills
• Ability to collaborate effectively with cross-functional teams
• Proficiency in conducting user testing
• Previous experience in user training

Responsibilities

• Provide technical assistance, troubleshoot, and resolve user queries to ensure smooth operation of software applications
• Train and onboard new employees on the firm’s in-house system and provide ongoing training
• Create and maintain detailed training materials and documentation with IT and Learning & Development
• Configure system parameters, workflows and permissions where appropriate
• Create and maintain email, letter and form templates as needed
• Collaborate with internal teams to document business processes
• Acceptance testing of all system changes before release to production

Skills

Analytical thinking

Problem-solving

Critical-thinking

Documentation and writing

Cross-functional collaboration

User testing

User training

Education

Bachelor's degree in Business Administration / IT

Cert IV in Training & Assessment

Tools

SQL

XML

HTML

JSON

Job description

We are seeking an Application Support Analyst to join our Melbourne IT team.

In this role, you will provide comprehensive user support and training and play a pivotal role in ensuring the smooth operation and effective utilisation of our in-house software systems.

You will be responsible for supporting, configuring, and administering our database applications.

Reporting to the IT manager, your key responsibilities will include, but are not limited to:

• Provide technical assistance, troubleshoot, and resolve user queries to ensure the smooth functioning of software applications.
• Train and onboard new employees on the use of the firm’s in-house system and provide ongoing training opportunities for existing employees.
• Create and maintain detailed firm training materials and documentation, working with IT and Learning & Development to create relevant online training.
• Configure system parameters, workflows and permissions where appropriate.
• Create and maintain email, letter and form templates as needed.
• Collaborate with internal teams to understand and document business processes.
• Acceptance testing of all system changes before release to production.

You will have:

• A bachelor’s degree in business administration, Information Technology, or related field.
• Strong analytical, problem-solving, and critical-thinking skills.
• Excellent documentation and writing skills.
• Ability to collaborate effectively with cross-functional teams.
• Proficiency in conducting user testing.
• Previous experience in user training.

Advantageous attributes:

• Working knowledge of SQL, XML, HTML and JSON.
• A Cert IV in Training & Assessment, or a related qualification.
• Understanding of Intellectual Property concepts.
• Experience working in a comparable service industry.

About us

Phillips Ormonde Fitzpatrick (POF) is a privately owned patent and trademark attorney firm with 100+ people across offices in Melbourne, Sydney, and Adelaide. Our main business is in the procurement and defence of intellectual property rights including patents, trademarks, and designs for our clients both domestically and internationally.

We operate at the forefront of innovation and technology, providing our people with opportunities to contribute to real and rewarding outcomes. Our client base is diverse and ranges from individual inventors through to leading multinational corporations.

We are committed to fostering a culture of engagement and collaboration, where our people feel supported and empowered in their roles. We offer learning and development customised for each level and profile, including an Emerging Leader program with a people-leadership and commercial stream, and a leader-led model which leverages our in-house expertise.

Our inclusive culture enables us to perform at a high level, ensuring we can provide our clients with considered and innovative outcomes. POF was officially recognised as an Inclusive Employer 2021-22 by the Diversity Council of Australia.

About our workplace

On a day-to-day basis, we work with innovative clients to protect their ideas and inventions locally and internationally.

POF prides itself on valuing its people and the diversity and innovative thinking our people bring to our business. Our culture is built on principles of inclusion, respect, and integrity. Our employees enjoy challenging work in a collegial team-based environment with a genuine work/life balance.

Apart from working in a supportive, inclusive, and welcoming environment, POF employees enjoy access to a range of benefits and initiatives including:

• Gender-neutral paid parental carers leave.
• Salary continuance.
• Generous leave provisions.
• Flexible and hybrid working arrangements.
• Health and wellbeing programs.
• Reward and recognition program including discretionary bonuses.

We encourage and welcome applications from people living with disability, Aboriginal and Torres Strait Islander peoples, LGBTQIA+ people, all genders, people from culturally and linguistically diverse backgrounds and mature age people.

Should you require any specific support or adjustments throughout the recruitment process and beyond, please let us know and we will be happy to assist.