Senior Application Support Analyst

Steadfast Group Ltd.; Sydney; Hybrid; AUD 100,000 - 150,000; Full time

Benefits offered by this job

Hybrid work

Tuition reimbursement

ANZIIF accreditation

Insurance coverage

Health & wellbeing program

Free health checks

Counselling services

Job summary

Steadfast Group is seeking an experienced Senior Application Support Analyst to provide Level 2 support across insurtech applications. You will be the escalation point, analysing complex incidents and working with brokers, insurers and vendors to deliver solutions.

Hybrid work arrangements are available. The role requires 5+ years in SaaS/Insurtech support, strong SQL and API experience, and excellent stakeholder management.

Qualifications

• 5+ years in Level 2/3 support of SaaS/Insurtech apps.
• Strong insurance industry knowledge (broker, underwriting, claims or policy administration).
• Advanced troubleshooting and root-cause analysis.
• Experience with SQL and API/data integrations.
• Excellent stakeholder management and communication.

Responsibilities

• Provide Level 2 application support, managing incidents and requests to resolution.
• Perform root-cause analysis of complex issues.
• Analyse SQL data, integrations and workflows to resolve discrepancies.
• Collaborate with product, dev, vendor and business teams for production releases.
• Develop support documentation and mentor junior staff.

Skills

SaaS support

Insurtech domain

SQL proficiency

API integrations

Stakeholder management

Communication skills

Tools

SQL Server

Job description

Job Category: Customer Service,Information Technology

Job Description

Steadfast Group is the largest general insurance broker network and the largest underwriting agency group in Australasia with growing operations internationally. We were founded on the belief that a network of brokers would be stronger together, and this idea has been the backbone of our culture ever since. We believe that none of us is as good as all of us.

We are leaders of the general insurance broking and underwriting industry, and we lead from the front.

About the opportunity:

We are seeking an experienced Senior Application Support Analyst to provide Level 2 support across a suite of Insurtech applications supporting Steadfast's broker network. Reporting to the Applications Support Manager, you will play a critical role in ensuring the reliability, performance and continuous improvement of business-critical platforms. Acting as an escalation point for complex incidents and service requests, you will partner closely with brokers, insurer partners, software vendors, product teams and developers to investigate issues, perform root cause analysis, and deliver effective solutions. This is an excellent opportunity for a technically strong support professional with insurance industry experience who enjoys solving complex problems and driving service excellence.

Key Responsibilities:

• Provide Level 2 application support, managing escalated incidents and service requests through to resolution within agreed service levels.
• Investigate complex technical, data and business-related issues, performing detailed root cause analysis and recommending permanent fixes.
• Analyse SQL data, application integrations and system workflows to identify and resolve operational and financial discrepancies.
• Collaborate with product, development, vendor and business teams to support production releases, incident resolution and continuous platform improvement.
• Develop support documentation, knowledge articles and troubleshooting guides while mentoring junior support team members.

Skills and Qualifications:

• 5+ years' experience supporting SaaS, cloud-based, Insurtech or enterprise applications in a Level 2/Level 3 support environment.
• Strong insurance industry experience with knowledge of broker operations, underwriting, claims, policy administration or insurer processes.
• Advanced troubleshooting, analytical and problem-solving skills, with experience conducting root cause investigations.
• Proficiency in SQL and experience supporting APIs, integrations and data flows across complex application environments.
• Excellent stakeholder management, communication and customer service skills, with the ability to manage competing priorities and build trusted relationships.

As a valued member of the Steadfast team, you'll enjoy a comprehensive array of benefits tailored to support your professional and personal well-being. Joining Steadfast means gaining access to:

• Hybrid working arrangements to help you balance work and home life.
• Career advancement opportunities and professional development through training programs, mentorship initiatives, and tuition reimbursement. We also partner with ANZIIF for accreditation and qualifications.
• Free company provided Life, Temporary Permanent Disablement, Salary Continuance and Travel insurances, plus access to other discounted insurances.
• An expansive Health and Wellbeing program, which includes free annual health checks, free annual skin checks, Flu shots, holistic support and advice, and confidential counselling.
• Working in a vibrant and collegiate culture where you are a person, and your contribution is valued.

About us

We are committed to providing a workplace where people feel they can bring their whole self to work. We aim to create a diverse work environment in which everyone is treated fairly and with respect and where everyone feels responsible for the reputation and performance of Steadfast.

We are strong supporters of Aboriginal and Torres Strait Islander peoples, businesses and communities through our Reconciliation Action Plan. We are also passionate about the environment, diversity, equity and inclusion, and love to give back to charities through the Steadfast Foundation.

We are proud of our Family Friendly Accreditation. We are major sponsors of Women in Insurance, Young Insurance Professionals, Head over Heels, the Dive In festival and are active members of Champions of Change.

Steadfast Group acknowledges the Traditional Owners of the land where we work and live.
We pay our respects to Elders past and present.