Support Analyst - Application Support & Configuration

System C; City of Brisbane; On-site; AUD 70,000 - 95,000; Full time

Job summary

System C in Australia and New Zealand is seeking a Support Analyst – Application Support & Configuration to join our growing ANZ team.

You'll configure solutions, investigate issues and ensure users receive a high-quality support experience while supporting onboarding and go-live activities.

The role blends customer interaction with problem-solving in a fast-paced environment, with a hybrid work arrangement requiring two days per week in the office.

Qualifications

• Experience supporting enterprise applications or software platforms.
• Ability to translate business requirements into system configuration.
• Experience creating user guides or operational procedures.

Responsibilities

• Configuring System C applications to meet customer requirements
• Supporting requirements gathering, testing, deployment and go-live activities
• Diagnosing and resolving application incidents and service requests
• Performing root cause analysis and supporting problem management activities
• Maintaining configuration documentation, procedures and knowledge resources
• Supporting software releases, application enhancements and configuration updates
• Assisting with customer onboarding, training and knowledge transfer
• Monitoring support queues and ensuring service levels are achieved
• Collaborating with Product, Engineering, Professional Services and Support teams
• Contributing to continuous improvement initiatives across the support function

Skills

Customer focus

Analytical thinking

Troubleshooting

Documentation

Job description

Support Analyst - Application Support & Configuration

At System C, we're on a mission to improve health and care outcomes through technology. Our software supports government, social care and health organisations across the UK, Australia and New Zealand, helping professionals deliver connected, person-centred services that make a real difference to people's communities.

We're looking for a Support Analyst – Application Support & Configuration to join our growing Australia and New Zealand team. This role offers an excellent opportunity for someone who enjoys combining customer interaction, application configuration and problem-solving in a fast-paced, purpose-driven environment.

About the role

As a Support Analyst, you'll play an important role in helping customers successfully implement, adopt and operate System C's social care solutions. Initially, you'll support implementation and onboarding activities before transitioning into a dedicated support role as our regional customer base grows.

You'll work closely with customers and internal teams to configure solutions, investigate issues and ensure users receive a high-quality support experience.

What you'll be doing

• Configuring System C applications to meet customer requirements
• Supporting requirements gathering, testing, deployment and go-live activities
• Diagnosing and resolving application incidents and service requests
• Performing root cause analysis and supporting problem management activities
• Maintaining configuration documentation, procedures and knowledge resources
• Supporting software releases, application enhancements and configuration updates
• Assisting with customer onboarding, training and knowledge transfer
• Monitoring support queues and ensuring service levels are achieved
• Collaborating with Product, Engineering, Professional Services and Support teams
• Contributing to continuous improvement initiatives across the support function

What we're looking for

We're interested in people who combine strong customer focus with a methodical and analytical approach.

You'll ideally have:

• Experience supporting enterprise applications, business systems or software platforms
• Application configuration or administration experience
• Strong troubleshooting and investigation skills
• Experience supporting testing, implementation or deployment activities
• The ability to understand business requirements and translate them into system configuration
• Experience creating user guides, procedures or technical documentation
• Experience working directly with operational users and customers

Experience within Social Care, Health Care, Human Services, Education or Government environments would be beneficial but is not essential.

System C provides an environment where people can learn, develop and make a meaningful impact. We value collaboration, ownership, continuous improvement and integrity, and we're committed to helping our people grow while delivering technology that improves lives.

At System C, we believe great work happens when flexibility and collaboration come together. All our roles are offered on a hybrid basis, with colleagues spending a minimum of two days each week in the office to connect, create, and grow together. (Excludes associate and field-based roles).

We prioritise transparency in our job requirements and selection criteria, ensuring they are based solely on the essentials needed for effective job performance. We consciously avoid assumptions that could skew our perception of a candidate’s suitability for hire.

Our recruitment practices are designed to ensure that no applicant is unfairly disadvantaged by procedures or requirements that disproportionately affect protected groups without being essential for the job.

For every position, we develop a detailed job description and person specification. This approach maintains our focus on the true demands of the role and the skills, experience, and qualifications necessary. During interviews, we involve multiple interviewers where possible to further mitigate unintentional bias, thereby promoting a fair and equitable hiring process.