Strategic Application Support Analyst

Professional Search Group; Perth; On-site; AUD 70,000 - 90,000; Full time

Job summary

Professional Search Group in Perth is seeking an Application Support Analyst to own the reliability of critical business software. You will be the first and second line of defence, triaging issues, performing root cause analysis, and ensuring fixes are delivered end-to-end.

In this collaborative role, you will work with Development, Design, Product Owners, and Account Management to communicate with users, create runbooks, monitor health, and pre-empt incidents.

Qualifications

• L1 and L2 application support experience for business software.
• Strong Linux knowledge.
• Proficient SQL skills for data investigation and reporting.
• Excellent verbal and written communication with a customer-service mindset.
• Experience in IT service desk or ITIL-based processes.

Responsibilities

• Provide L1 and L2 application support for business software.
• Triaging, troubleshooting, and resolving complex user issues end-to-end.
• Perform root cause analysis and implement lasting solutions.
• Log, prioritise, and manage incidents through an ITIL-aligned desk.
• Collaborate with Development, Design, Product Owner and Account Management teams.
• Communicate clearly with users during incidents.
• Maintain runbooks and knowledge base articles.
• Monitor application health and identify trends.

Skills

L1 & L2 application support

Linux

SQL

Customer service

ITIL fundamentals

Communication skills

Education

ITIL Foundation

Tools

ServiceNow

Jira

PowerShell

Job description

Professional Search Group in Perth is seeking an Application Support Analyst to own the reliability of critical business software. You will be the first and second line of defence, triaging issues, performing root cause analysis, and ensuring fixes are delivered end-to-end.

In this collaborative role, you will work with Development, Design, Product Owners, and Account Management to communicate with users, create runbooks, monitor health, and pre-empt incidents.