Application Support Officer

Chemist Warehouse; City of Melbourne; On-site; AUD 80,000 - 100,000; Full time

Job summary

A leading pharmacy retailer in Melbourne is seeking an experienced Application Support Officer to join their IT department. You'll support business applications, ensuring system stability and performance, while troubleshooting and managing user access. Ideal candidates will have experience in application support, basic SQL skills, and familiarity with service management tools. This role offers growth opportunities in a collaborative environment.

Benefits

Career growth opportunities

Discounts across affiliated brands

On-site café

Free annual flu vaccinations

Qualifications

• Previous experience in application support or development.
• Basic SQL skills and understanding of relational databases.
• Exposure to ITIL service management principles.

Responsibilities

• Provide first and second-level support for key business applications.
• Monitor application health and manage system performance.
• Troubleshoot and resolve application incidents and requests.

Skills

Application support

Analytical skills

SQL skills

IT security fundamentals

Service management tools

Retail pharmacy experience

Problem-solving skills

Tools

ServiceNow

Job description

About Us

Chemist Warehouse is Australia’s largest pharmacy retailer with over 17,000 team members and more than 600 stores nationwide. Following our merger with Sigma Healthcare, we’re now a Top 50 ASX-listed company with expanding operations across New Zealand, Ireland, and China.

Together, we’re transforming healthcare and retail with industry-leading distribution, technology, and people practices — and we want you to be part of this journey.

About the role

Our IT department is looking for an experienced Application Support Officer to join our Enterprise Applications team. The primary focus of this role is to support a wide range of business applications used across key areas such as Retail, Finance, Property Services, and Supply Chain.

You will play an important role in maintaining application stability, ensuring system performance, and providing first and second-level support to end users, primarily across our store network. The role also involves proactive monitoring, incident and request management, and close coordination with third-party vendors.

Working collaboratively with both technical teams and business stakeholders, you will ensure our applications continue to meet the needs of stores and the wider organisation.

Roles Responsibilities

• Provide first and second-level support for key business applications across Retail, Finance, Property Services and Supply Chain
• Monitor application health and proactively manage system performance
• Maintain and support administrative tools, databases, and reporting platforms associated with supported applications
• Manage user access and functionality of third-party administration tools
• Troubleshoot and resolve application incidents and requests including identifying underlying problems and proposed solutions
• Liaise with vendors to coordinate support activities, escalate issues, and follow up on bugs and enhancements
• Contribute to the Change Management process for bugs and enhancements
• Perform quality assurance activities including functional and regression testing for application changes, updates, and system enhancements
• Create and maintain technical documentation, knowledge base articles, standard operating procedures and training materials

About You

• Previous experience in application support or development
• Basic SQL skills and understanding of relational databases
• Familiarity with IT security fundamentals and protocols
• Exposure to ITIL service management principles and PMO frameworks
• Experience using service management tools (e.g. ServiceNow)
• Experience working in a retail pharmacy environment
• Knowledge of ITL & PMO Frameworks,
• Knowledge of support processes, tools, and applications
• Excellent analytical and problem-solving skills, with the ability to learn new systems quickly
• Highly organised, with the ability to prioritise tasks and manage multiple responsibilities

Benefits

• Career growth and development opportunities in a supportive and collaborative working environment
• Access to discounts across all our affiliated brands, as well as other retail partnerships
• Subsided café on-site
• Free annual flu vaccinations
• Access to EAP