System Analyst

Arventa; Canberra; On-site; AUD 95,000 - 140,000; Full time

Benefits offered by this job

Work smarter

Supportive team culture

AI-powered innovation

Modern office environment

Career progression opportunities

Job summary

Arventa seeks a Systems Analyst to join our Canberra-based SaaS team, driving technical problem-solving, systems analysis and customer engagement. You will investigate complex application issues, analyse business and user requirements and work with product, development and testing teams to deliver improvements.

This role is ideal for someone with strong analytical skills who enjoys understanding how systems work and solving real-world customer problems.

Qualifications

• Minimum 3 years’ experience as Systems Analyst, Business Systems Analyst, Application Analyst or similar in a B2B SaaS environment.
• Experience analysing SaaS applications, business processes, workflows and functional requirements.
• Ability to document functional requirements, user stories, acceptance criteria and workflows clearly.
• Able to translate complex technical concepts into simple explanations for diverse stakeholders.
• Strong troubleshooting and analytical skills with the ability to identify root causes.

Responsibilities

• Respond to and resolve support tickets within defined SLA, identifying underlying causes and proposing solutions.
• Take ownership of complex investigations from initial analysis to resolution with customers, support, developers and product.
• Conduct structured root cause analysis and document symptoms, steps, system behaviour and recommendations.
• Engage with clients and internal stakeholders to clarify requirements, workflows and opportunities for improvement.
• Translate tickets into clear business requirements, user stories, acceptance criteria, and workflow descriptions for development and testing teams.
• Review existing functionality to identify gaps, inefficiencies and integration needs.
• Clarify requirements with Product Owners, developers and testers; support design, development and verification of changes.
• Assist with functional testing and validation of new features and defect fixes.
• Analyse data and system behaviour using logs, databases and reports to support investigations.
• Maintain documentation, time reporting and QA standards including system docs and knowledge articles.

Skills

Systems analysis

SaaS experience

Documentation

Stakeholder communication

Troubleshooting

SQL and APIs

Education

Bachelor's degree in IT/CS

Tools

Jira

Azure DevOps

Zoho

Zendesk

Salesforce

Job description

At Arventa, we’re helping businesses create safer, smarter workplaces with our WHS software. Currently supporting 3,000 Australian businesses, we’re looking for someone who’s passionate about technology, experienced in systems analysis and problem solving—someone who can understand how our SaaS platform operates, investigate complex system issues, analyse business and user requirements, and help translate those requirements into practical system improvements.

This is a great opportunity to join a leading provider of Risk Management Software and be at the forefront of innovation in the industry.

The key to your success will be your ability to analyse complex systems and business processes, communicate effectively with technical and non-technical stakeholders, and apply a high degree of self-motivation, commitment, and initiative.

About the Role

We are seeking a Systems Analyst to join our Canberra-based SaaS team, combining technical problem-solving, systems analysis and customer engagement. You will investigate complex application issues, analyse business and user requirements, conduct root cause analysis, document functional requirements and work closely with product, development and testing teams to deliver effective system improvements.

This role is ideal for someone with strong analytical and troubleshooting skills who enjoys understanding how systems work, solving real-world customer problems and helping shape better software solutions. Experience with SaaS applications, APIs, SQL, integrations or application support will be highly regarded.

This is a full-time, office-based role in Turner, ACT.

Note that only shortlisted candidates will be contacted.

Responsibilities

• As part of analysing functional and technical issues within our SaaS platform, respond to and resolve support tickets within defined SLA timeframes, maintaining strong individual performance standards and identify underlying causes, system behaviours, data dependencies and potential solutions.
• Take ownership of complex system investigations from initial analysis through to resolution, working with customers, support teams, developers and product stakeholders where required.
• Conduct structured root cause analysis for complex or repeat incidents and document findings accurately including symptoms, reproduction steps, system behaviour, data considerations, root cause and recommended corrective actions.
• Engage directly with clients via phone and email and internal stakeholders throughout the ticket lifecycle to clarify business requirements, understand workflows, reproduce reported issues, identify opportunities to improve system functionality or configuration and provide clear, proactive updates to clients.
• Manage personal ticket backlog effectively ensuring each are translated into business and user requirements with clear functional requirements, user stories, acceptance criteria, workflow descriptions and other documentation suitable for development and testing teams.
• Review existing system functionality and business processes to identify gaps, inefficiencies, integration requirements and opportunities for improvement.
• Work closely with Product Owners, developers and testers to clarify requirements and support the design, development and verification of system changes.
• Assist with functional testing and validation of new features, enhancements and defect corrections to confirm requirements have been met.
• Analyse application data and system behaviour using appropriate tools, logs, databases and reporting information to support investigations and decision-making.
• Maintain accurate documentation, time reporting, and compliance with internal quality assurance standards, including system documentation, knowledge articles, investigation records and functional specifications.
• Contribute to continuous improvement of system functionality, internal processes, documentation and the overall user experience.

About You

You are organised, proactive, and take ownership of your work. You are confident communicating with others and comfortable following up to ensure things get done.

You will likely bring:

• Minimum 3 years’ experience in a Systems Analyst, Business Systems Analyst, Application Analyst, Technical Analyst or similar role in a B2B SaaS environment.
• Experience analysing SaaS applications, business processes, workflows and functional requirements.
• Demonstrated ability to document functional requirements, user stories, acceptance criteria, workflows and system behaviours clearly and accurately.
• Able to translate complex technical concepts into simple, understandable explanations—both in writing and over the phone -when communicating with technical and non-technical stakeholders.
• Strong troubleshooting and analytical skills, including the ability to ask the right questions, reproduce system behaviour, analyse available information and identify the root cause of an issue.
• An understanding of software development and testing processes, including the ability to work effectively with developers, testers and product teams.
• Experience with issue tracking, CRM, service management or development platforms such as Jira, Azure DevOps, Zoho, Zendesk, Salesforce or similar systems would be advantageous.
• Experience working with APIs, databases, SQL, system integrations, application logs or cloud-based systems would be highly regarded.
• A genuine interest in technology and a strong, logical problem-solving approach.
• Strong attention to detail and an ability to understand how changes in one part of a system may impact other functionality, users or business processes.
• Bachelor's degree in Information Technology, Computer Science, Information Systems, Software Engineering or related disciplines

Why Join Arventa?

• Work smarter Clear, achievable KPIs focused on outcomes, giving you the flexibility to spend more time doing meaningful work.
• Supportive team culture Join a collaborative, respectful team that values innovation, continuous improvement and helping each other succeed.
• AI-powered innovation We embrace AI and modern tools to reduce repetitive tasks and help our team perform at their best.
• Modern office environment Enjoy centrally located, light-filled offices with staff parking and productivity-focused workspaces.
• Grow with us Be part of a supportive, collaborative team with ongoing professional development and genuine career progression opportunities.