Senior Application Support Analyst

Steadfast Group Limited; Sydney; Hybrid; AUD 110,000 - 160,000; Full time

Benefits offered by this job

Hybrid working

Professional development & tuition

Insurance coverages

Health & wellbeing program

Vibrant culture

Job summary

Steadfast Group Limited is seeking an experienced Senior Application Support Analyst to provide Level 2 support across Insurtech applications for the broker network. Reporting to the Applications Support Manager, you will drive reliability, performance and continuous platform improvement by resolving complex incidents and performing root cause analysis.

You will collaborate with brokers, insurer partners, product teams and developers, analyze SQL data and API integrations, and mentor junior

Qualifications

• 5+ years in Level 2/3 application support for SaaS or Insurtech.
• Strong insurance domain knowledge including broker operations.
• Proficient in SQL; experience with data analysis and root-cause investigations.

Responsibilities

• Provide Level 2 support, resolving incidents within SLA.
• Perform root cause analysis for complex issues.
• Analyze SQL data and data flows to fix discrepancies.
• Collaborate with product, dev, vendor, and business teams on releases.
• Create support docs and mentor junior team members.

Skills

SaaS support

Insurtech knowledge

SQL proficiency

API integrations

Stakeholder management

Tools

APIs

Data flows

Job description

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.

Benefits

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.

We believe that our people are our greatest asset. Our people are chosen for their personalities, their ethics and professional qualities without any exclusion, preferential treatment, or discrimination. We are proud of our equal opportunities employer and do not discriminate by reason of age, gender, gender identity, race, sexual orientation, nationality, religion or disability or any other difference. We encourage applications from all individuals and will provide appropriate assistance for candidates with disabilities or special needs throughout the recruitment process upon request.

Recruitment Privacy Collection Notice

Steadfast Group Limited and the Steadfast entity recruiting for this role (“we/us”) collect your personal information to assess your application, communicate with you, conduct police checks (for all hires) and other role‑specific checks where relevant and lawful, and if successful, progress onboarding. If you do not provide requested information, we may not be able to progress your application.

If your application is unsuccessful, we may keep your details and contact you about future opportunities unless you opt out; you can opt out at any time by contacting [e-mail].

We may share information with Steadfast related entities and service providers supporting recruitment (e.g., screening/verification providers, agencies, and technology providers). Information may be stored or processed in Australia, New Zealand, Singapore and the Philippines (which may change over time).

For more information, see:

Full notice: https://steadfast.elmotalent.com.au/careers/default/pages/termsandconditions

Privacy Policy: https://www.steadfast.com.au/privacy-policy

For privacy access/correction requests or complaints contact the Privacy Officer at [e-mail] or [phone].