Senior Application Support Analyst

Steadfast Group; Sydney; Hybrid; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Hybrid working arrangements

Professional development with ANZIIF

Insurance coverage program

Health and wellbeing program

Job summary

Steadfast Group in Sydney, Australia, is seeking an experienced Senior Application Support Analyst to provide Level 2 support across a suite of Insurtech applications supporting the broker network. Reporting to the Applications Support Manager, you will investigate complex incidents and perform root cause analysis to deliver effective solutions.

You will collaborate with product, development, vendor and business teams to support production releases, document troubleshooting guides, and mentor

Qualifications

• 5+ years 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.

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

SaaS support

SQL troubleshooting

Stakeholder management

Insurance industry

Tools

APIs

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.

Benefits:

• 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 to be an 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.