Fenergo Support Analyst

Xpt Software Australia Pty Ltd; Sydney; Hybrid; AUD 108,000 - 115,000; Full time

Job summary

Xpt Software Australia Pty Ltd is seeking a Systems Support Analyst for a student placement system role based on the Kensington UNSW Campus, with hybrid work arrangements. The role is 18 months in duration and focuses on enterprise SaaS applications, system support, data reporting, and compliance activities.

You will act as a subject matter expert for Employability systems, coordinate service desk activity, and drive process improvements while engaging with stakeholders to resolve issues and

Qualifications

• Experience supporting enterprise systems and user support.
• Ability to analyse and resolve system issues within framework.
• Experience coordinating service desk activities and priorities.

Responsibilities

• Oversee service desk operations, triage and assign issues by priority and complexity.
• Provide SME for Employability systems and stakeholder support.
• Undertake system configuration including new course setup and translating requirements into solutions.
• Perform data migration activities with data accuracy and completeness.
• Support compliance activities and provide data for reporting obligations.
• Develop and generate reports and manipulate data in Excel for business reporting.
• Review system updates and release notes and communicate changes to stakeholders.
• Monitor system integrations and coordinate resolutions with UNSW IT and vendors.
• Contribute to process improvements and maintain system documentation.
• Build strong stakeholder relationships and deliver high levels of customer service.

Skills

Enterprise systems support

Service desk coordination

Data analysis

Stakeholder engagement

System configuration

Reporting

Troubleshooting

InPlace/Sonia experience

Excel

Tools

Excel

Job description

Systems Support Analyst (Student Placement system)

Remuneration: $108K to $115K depending on experience + 17% super(level 6)

Location: KensingtonUNSWCampus(hybrid)

Why Your Role Matters

The position (internally called Systems Support Analyst) supports the operation and continuous improvement of enterprise systems within the Pro Vice-Chancellor Education & Student Experience portfolio, Experience Pillar, Employability theme.

The role is responsible for system support, service desk coordination, configuration and supporting data, reporting and compliance activities. The position acts as a subject matter expert for InPlace and exercises judgement to resolve issues, coordinate escalations, and contribute to process improvements.

We are looking for someone who is comfortable working with systems and troubleshooting issues, while also enjoying direct interaction with users and helping them find practical solutions. This is an enterprise Saas applications role rather than a software development, infrastructure, IT or service desk position.

The role reports to the Lead, Enterprise Systems and Planning and has no direct reports.

Key responsibilities include:

• Oversee service desk operations, including reviewing incoming tickets, triaging and assigning issues based on priority, complexity and team capability, and independently resolving issues. Identify recurring issues and trends, and document and communicate these to stakeholders or escalated to vendors as required
• Provide subject matter expertise for Employability systems and support stakeholders in system use and best practice
• Undertake system configuration activities, including implementing and maintaining configurations, supporting new course setup, and translating business requirements into system solutions
• Perform and monitor data migration activities, ensuring data accuracy and completeness
• Support compliance activities, including coordinating surveys and providing data for reporting obligations
• Develop and generate reports and manipulate data (e.g. Excel) to support business and compliance reporting
• Review system updates, review release notes and communicate relevant changes to stakeholders
• Monitor system integrations and coordinate issue resolution with UNSW IT and vendors
• Contribute to process improvements and maintain system documentation
• Build effective stakeholder relationships and deliver a high level of customer service

About you

You are a detail-oriented professional who enjoys solving problems, working with enterprise systems and supporting stakeholders in a collaborative, service-focused environment. You will also bring:

• Demonstrated experience supporting enterprise systems, including configuration and user support.
• Ability to analyse and resolve system issues and exercise judgement within established frameworks
• Experience coordinating service desk activities and managing competing priorities
• Strong organisational, communication, and stakeholder engagement skills
• Demonstrated initiative and ability to contribute to process improvements
• Experience in higher education, and/or familiarity with Work Integrated Learning (WIL) and placement systems such as InPlace or Sonia, would be highly regarded.

This is an 18-month fixed-term role offering hybrid and flexible working arrangements from Monday to Friday. Please note that this role is not eligible for sponsorship.