Application Support Engineer

Australian Retirement Trust; City of Brisbane; On-site; AUD 80,000 - 110,000; Full time

Benefits offered by this job

14% superannuation

Training and development opportunities

Hybrid work arrangement

On-site facilities and collaborative工作

Job summary

Australian Retirement Trust is seeking an Application Support Engineer in Brisbane to monitor, maintain and troubleshoot our business-critical applications. You will manage incidents, coordinate resolutions and support release activities across our technology environment.

You will work with technical teams and stakeholders, applying ITIL practices and contributing to continuous improvement, disaster recovery and availability management.

Qualifications

• Excellent communication and interpersonal skills.
• Experience supporting complex, business-critical IT systems.
• Knowledge of incident, release and disaster recovery practices.
• Familiarity with front and back-office transaction environments.

Responsibilities

• Monitor, maintain and troubleshoot applications to ensure availability and performance.
• Manage incidents and service requests per processes and SLAs.
• Diagnose issues, identify root causes and coordinate timely resolutions.
• Escalate unresolved incidents and support service recovery.
• Maintain release processes and contribute to release planning and scheduling.
• Build relationships with technical and business stakeholders.

Skills

Communication skills

Incident management

Root cause analysis

Stakeholder management

ITIL knowledge

Education

Bachelor's degree in CS/Software Engineering or equivalent

ITIL Foundation certification

Tools

ServiceNow

Jira

Job description

Australian Retirement Trust – Brisbane QLD

We're all about helping our members make the most of their money. And while they go after their goals, you can too. As an Application Support Engineer in our Technology team, you'll help keep our business-critical applications operating reliably and effectively.

You'll monitor, maintain and troubleshoot applications, manage incidents and service requests, and implement changes across our technology environment. Working with technical teams, business stakeholders and external vendors, you'll investigate issues, identify root causes and support timely, practical resolutions.

This is an opportunity to apply your technical expertise while expanding your knowledge across application support, release management, availability management and disaster recovery. You'll also contribute to continuous improvement and help create a dependable technology experience for our people and members.

This role is a 12-month Fixed Term Contract opportunity or a 12-month secondment for an internal applicant and is based in Brisbane.

Responsibilities

Day to day, you'll:

• Monitor, maintain and troubleshoot software applications to support their availability and performance.
• Manage incidents and service requests in line with agreed processes, priorities and service levels.
• Diagnose application issues, investigate root causes and coordinate timely resolutions.
• Escalate unresolved incidents and support service recovery following resolution.
• Maintain application support processes, procedures and technical documentation.
• Guide clients and team members in the effective use of business systems.
• Analyse service and component availability against performance targets and service levels.
• Support disaster recovery arrangements and test documented recovery procedures.
• Assist with configuring and testing software products across new and existing environments.
• Package, build, test and deploy application changes and releases into live environments.
• Maintain release processes and contribute to release planning and scheduling.
• Build trusted relationships with technical and non-technical stakeholders.
• Liaise with vendors on application support, maintenance and development activities.
• Identify, assess and escalates technology risks in line with the internal Risk Management framework.
• Contribute ideas and actions that improve systems, processes and team performance.
• Participate in occasional after-hours support and a rotating on-call roster when required.

Qualifications

It goes without saying you'll be a great communicator with top notch interpersonal skills. We'll also expect you to pick up problems and come up with quick, creative ways to solve them. It's quite likely you tick some of the following boxes too:

• You hold a bachelor's degree in Computer Science, Software Engineering or an equivalent qualification, OR equivalent experience in the business process
• Your experience includes supporting complex, business-critical IT systems.
• You have extensive support experience across front and back-office transaction processing environments.
• You're confident diagnosing incidents, analysing problems and identifying practical resolutions.
• Your written and verbal communication skills enable you to work effectively with business, technical and supplier stakeholders.
• You understand application availability, incident management, release management and disaster recovery practices.
• You can build trusted relationships and explain technical information to different audiences.
• Your experience may include working in superannuation or financial services.
• You have knowledge of the full software development lifecycle and Agile methodologies.
• You'll ideally hold an ITIL Foundation certification or have practical knowledge of ITIL processes.
• You're comfortable participating in occasional after-hours support and an on-call roster.

Our 2.4 million members trust us to take care of around $375 billion in retirement savings. And we help them take charge of their finances and face the future with confidence. Our inclusive culture means you'll be valued and heard in a respectful workplace. We've created an environment where you can be yourself and do amazing work. It's that simple.

Everyone is welcome to apply. We value diverse thinking, cultures, perspectives, backgrounds, and abilities. Awaken your career at Australian Retirement Trust.

We don't want to leave you with a monstrous wait. So, you'll hear from us after the closing date to find out whether you've made it through to the next round or not. Being fair and up-front is important to us - and recruitment is no different.

Bring your potential to Australian Retirement Trust and unleash our monster possibilities:

• You'll get 14% super as standard, to help your future come alive.
• Unleash your potential and build a career to be proud of through excellent training and development opportunities.
• Balance your work between in-person days at our purpose-built hubs and working from home.
• In the office, enjoy end of trip facilities, a yoga and multi-faith room, parent and carer rooms, quiet rooms, BrewHub coffee facilities, and collaborative team spaces.

We use technology, including artificial intelligence (AI), to support parts of our recruitment process - such as reviewing applications, supporting screening interviews, reference checking, and matching skills to roles. All final hiring decisions are made by people.

By applying, you agree to the use of these technologies as part of the recruitment process.