Incident Analyst Level 2

Talent; Canberra; On-site; AUD 80,000 - 100,000; Full time

Job summary

A leading IT services provider is seeking a Level 2 Incident Analyst in Canberra to investigate and resolve application issues. The role requires strong SQL skills, experience in technical support, and the ability to communicate effectively with stakeholders. You must possess NV1 Clearance. This is an initial 6-month contract with potential extensions.

Qualifications

• Level 2 experience in Application Support, Technical Support, or Product Support.
• Proficiency in SQL and understanding of relational databases.
• Experience with support ticketing systems.

Responsibilities

• Investigate and resolve product issues with database-level troubleshooting.
• Run SQL queries to validate, analyse, and correct data issues.
• Liaise with product managers and technical teams for solutions.
• Log, track, and update incidents using tools like Jira and ServiceNow.
• Assist in identifying data patterns and suggest improvements.

Skills

SQL proficiency

Analytical skills

Problem-solving skills

Technical support experience

Communication skills

Attention to detail

Tools

Jira

ServiceNow

Zendesk

Job description

Overview

Incident Analyst Level 2 — Canberra, Australian Capital Territory, Australia. Initial 6 month contract + extensions. The role involves investigating and resolving application and product-related issues with a strong focus on analysing information within the database. You will work closely with stakeholders and technical teams to ensure timely resolution of incidents, data accuracy, and a seamless end-user experience.

Key Responsibilities

• Investigate and resolve product issues reported by users or internal teams, with a focus on database-level troubleshooting.
• Run SQL queries to validate, analyse, and correct data issues (e.g. missing user profiles, incorrect data associations, access issues).
• Liaise with product managers, developers, and other technical teams to diagnose root causes and implement appropriate solutions.
• Log, track, and update incidents and service requests using tools such as Jira, ServiceNow, or Zendesk.
• Contribute to incident documentation, support procedures, and knowledge base articles to enable consistent handling of recurring issues.
• Escalate critical or complex incidents to appropriate technical teams with clear supporting evidence and analysis.
• Assist in identifying data patterns or systemic issues and suggest improvements to prevent recurrence.
• Participate in testing of product fixes, database patches, and feature releases as required.

Skills & Experience

• Level 2 experience in an Application Support, Technical Support, or Product Support role.
• Proficiency in SQL with the ability to write and interpret queries to retrieve and analyse data.
• Understanding of relational databases (e.g. PostgreSQL, MySQL, SQL Server).
• Strong analytical and problem-solving skills with attention to detail.
• Experience using support ticketing or incident tracking systems (e.g. Jira, Zendesk, Freshdesk, ServiceNow).
• Excellent written and verbal communication skills, with the ability to explain technical issues to non-technical audiences.
• Ability to work independently and manage multiple incidents and tasks effectively.
• You must have an NV1 Clearance to be considered

For more information contact, Melissa Haddad at [e-mail]