Senior Technical Specialist - Support Analyst

Davidson; Geelong; On-site; AUD 129,000 - 157,000; Full time

Benefits offered by this job

6 Months Contract

Superannuation

Job summary

Davidson is seeking a Senior Technical Specialist – Support Analyst for a 6-month contract in Geelong. The role provides level 2/3 support for a complex application portfolio, with leadership of technical specialists and improvements to technical practices.

Responsibilities include drafting procedures, advising on security and backups, incident management, and deployment support. Strong documentation, stakeholder communication, and ITIL familiarity are essential.

Qualifications

• Relevant tertiary qualifications, industry certifications and/or substantial experience.
• ITIL Foundations highly regarded.
• Knowledge of Java, Domino, Perl, XML, SQL.
• Linux/Oracle/Windows Server/WebSphere/MQ/Domino.
• Significant experience in a similar role supporting, developing, maintaining and improving a complex application portfolio in a multi sourced environment.
• Strong customer focus and communication skills with ability to translate technical information into business language.
• Proven ability to write quality business documentation and technical artefacts.
• Experience in ITIL or similar principles and lifecycle management.

Responsibilities

• Drafts and maintains procedures and documentation for applications support. Manages application enhancements to improve business performance.
• Advises on application security, licensing, upgrades, backups, and disaster recovery needs.
• Ensures that all requests for support are dealt with according to set standards and procedures.
• Ensures that incidents are handled according to agreed procedures.
• Investigates escalated incidents to responsible service owners and seeks resolution.
• Facilitates recovery following resolution of incidents.
• Ensures that resolved incidents are properly documented and closed, analyses causes and informs service owners to minimise recurrence and contribute to service improvement.
• Assesses, analyses, develops, documents and implements changes based on requests for change.
• Initiates and monitors actions to investigate and resolve problems in systems, processes and services.
• Assists with the implementation of agreed remedies and preventative measures.
• Uses tools/techniques for release and deployment activities; records activity and documents technical work.
• May carry out early life support activities and provide support advice to initial users.
• Maintains asset register and produces reports to support asset management.

Job description

About the Company

Our client is a reputable Government Organization.

About the Role

Contract role : 6 Months

Daily rate: $700 -$850 , plus Super

The Senior Technical Specialist – Support Analyst will provide application maintenance and level 2 , level 3 support services, either directly to users of the systems or to service delivery functions. Support typically includes investigation and resolution of issues and may also include performance monitoring. Issues may be resolved by providing advice or training to users, by devising corrections (permanent or temporary) for faults, making general or site-specific modifications, updating documentation, manipulating data, or defining enhancements Support often involves close collaboration with the system's developers and/or with colleagues specializing in different areas, such as Database administration or Network support. This role will include technical leadership and direction to technical specialists and system analysts, and lead the identification and implementation of improvement initiatives within technical practices.

• Drafts and maintains procedures and documentation for applications support. Manages application enhancements to improve business performance.
• Advises on application security, licensing, upgrades, backups, and disaster recovery needs.
• Ensures that all requests for support are dealt with according to set standards and procedures.
• Ensures that incidents are handled according to agreed procedures.
• Investigates escalated incidents to responsible service owners and seeks resolution.
• Facilitates recovery, following resolution of incidents.
• Ensures that resolved incidents are properly documented and closed. Analyses causes of incidents, and informs service owners in order to minimise probability of recurrence, and contribute to service improvement. Analyses metrics and reports on performance of incident management process.
• Assesses, analyses, develops, documents and implements changes based on requests for change.
• Initiates and monitors actions to investigate and resolve problems in systems, processes and services. Determines problem fixes/remedies.
• Assists with the implementation of agreed remedies and preventative measures.
• Uses the tools and techniques for specific areas of release and deployment activities. Administers the recording of activities, logging of results and documents technical activity undertaken.
• May carry out early life support activities such as providing support advice to initial users.
• Applies tools, techniques and processes to create and maintain an accurate asset register, Produces reports and analysis to support asset management activities and aid decision making.
• You will be required to participate in an On Call rotational roster which will require you to perform work outside usual business hours .

Relevant Qualifications, Work Experience & Specialised Knowledge

• Relevant tertiary qualifications, industry certifications and/or substantial experience.
• ITIL Foundations highly regarded.
• Knowledge of, and demonstrated implementation using, the following technologies: Languages:
• Java/Domino/Perl/XML/SQL and Systems:
• Linux/Oracle/Windows Server/WebSphere/MQ/Domino.
• Significant experience in a similar role, supporting, developing, maintaining and improving a complex application portfolio in a multi sourced environment.
• Demonstrated ability to work independently and collaboratively, manage end-to-end support and resolution processes for assigned tasks and to perform in-depth analysis, review and application of expert knowledge.
• Strong customer focus and communication skills with ability to quickly understand issues, manage expectations, gain agreement, resolve conflicts and translate technical information into business language.
• Proven ability to write quality business documentation, functional and non-functional artefacts, and technical documentation for a wide variety of audiences and purposes.
• Strong conceptual and analytical skills and an ability to think laterally to identify practical and workable solutions.
• Experienced in ITIL or similar, principles and application.
• Experience in application support and lifecycle management, deployment management, environment configuration and software development lifecycle methodologies, tools and systems .

The Benefits :

• 6 Months Contract.
• Competitive day rates plus Super.