Business/Systems Analysts (It) - Exclaim It

Exclaim IT; Brisbane; On-site; AUD 70,000 - 85,000; Full time

Job summary

Exclaim IT, based in Brisbane, is seeking an Application Support Analyst to provide high-quality technical support for its Student Information Systems and Learning Analytics Suite. The role involves troubleshooting across web applications, databases, and integrations, and close collaboration with customers, internal teams and developers.

You will investigate issues, document defects, and contribute to user guides and self-service resources, with pre-employment screening potentially including a

Qualifications

• Experience in application/support roles.
• Strong analytical and troubleshooting skills.
• Experience with web applications, databases and SQL.
• Familiarity with APIs and integrations.
• Ability to identify, reproduce and document software defects.

Responsibilities

• Provide professional technical support via phone, email and service desk software, including triaging and prioritising customer issues.
• Investigate and resolve application, data and system issues using structured troubleshooting and diagnostic tools.
• Reproduce and document software defects, work with developers on resolution, and participate in testing and validation.
• Use tools and technical knowledge to investigate issues across web applications, databases, data and integrations.
• Develop strong knowledge of the software platforms and create user guides, FAQs and other self-service resources.

Skills

Application support

Troubleshooting

SQL

APIs

Integrations

Web apps

Diagnostic tools

Communication

Documentation

Job description

• Location: Hendra, Queensland
• Type: Permanent
• Job #18650
• Salary: A$77,250

Overview

Our client is an innovative Australian technology leader transforming the education sector. Based in Brisbane, they develop Student Information Systems and Learning Analytics Suites that support K–12 school communities across Australia.

Their intelligent, connected software simplifies school management and helps schools build stronger communities.

About the Role

Reporting to the Customer Care Manager, the Application Support Analyst provides high-quality technical support, troubleshooting and system guidance across the company’s student management and portal software.

This is a hands-on technical support role suited to someone who enjoys investigating problems, understanding how systems work and finding practical solutions. You’ll work closely with customers, internal teams and developers to resolve issues and continuously improve the customer experience.

A National Police Check may be required as part of pre-employment screening.

Key Responsibilities

• Customer Support: Provide professional technical support via phone, email and service desk software, including triaging and prioritising customer issues.
• Troubleshooting: Investigate and resolve application, data and system issues using structured troubleshooting and diagnostic tools.
• Bug Reporting & Testing: Reproduce and document software defects, work with developers on resolution, and participate in testing and validation.
• Technical Investigation: Use tools and technical knowledge to investigate issues across web applications, databases, data and integrations.
• Product Knowledge: Develop strong knowledge of the software platforms and create user guides, FAQs and other self-service resources.

What You’ll Bring

• Experience in application support, software support, technical support or a similar technical role.
• Strong analytical and troubleshooting skills and a methodical approach to problem-solving.
• Working knowledge of web applications, databases and SQL.
• Understanding of APIs, integrations and how systems communicate.
• Experience using diagnostic tools such as browser developer tools, logs or similar technologies.
• Ability to identify, reproduce and clearly document software defects.
• Strong communication skills, with the ability to explain technical issues to non-technical customers.
• High attention to detail, a willingness to learn and the ability to take ownership of issues through to resolution.

Please note that a National Police Check might be required as part of pre-employment screening.