Systems & Incident Support Analyst

Talent; City of Brisbane; On-site; AUD 105,000 - 138,000; Full time

Job summary

Talent is seeking a System Analyst or Application Support Analyst to provide first-line functional support for critical operational systems in a Brisbane-based role. You will triage, investigate, and progress incidents and service requests, following runbooks and established procedures to resolve issues quickly.

You will escalate complex problems to specialist teams, maintain accurate incident records, and contribute to service improvements.

Qualifications

• Experience as a System Analyst or similar.
• Experience in providing functional application or systems support.
• Experience with incident management, service requests, troubleshooting and issue resolution.
• Ability to follow runbooks while using analytical thinking to investigate issues.
• Exposure to ITSM processes and ticketing platforms.
• Strong documentation and record-keeping skills.
• Excellent communication with technical and non-technical stakeholders.
• Experience in airline/aviation/transport/logistics or similar operationally critical environments valued.

Responsibilities

• Provide first-line functional support for business-critical operational systems.
• Triage, investigate and progress incidents, service requests and system issues.
• Resolve assigned issues within established procedures and service levels.
• Follow runbooks, troubleshooting procedures and escalation pathways.
• Capture incident records, troubleshooting steps, evidence and resolutions.
• Escalate complex issues to appropriate teams.
• Communicate with business users throughout incident lifecycle.
• Identify recurring issues and opportunities for service improvement.
• Maintain support documentation and knowledge articles.
• Collaborate with teams to maintain reliable system services.

Skills

System Analyst

Application Support

Incident management

ITSM processes

Documentation

Communication skills

Tools

ITSM software

Runbooks

Job description

Talent is seeking a System Analyst or Application Support Analyst to provide first-line functional support for critical operational systems in a Brisbane-based role. You will triage, investigate, and progress incidents and service requests, following runbooks and established procedures to resolve issues quickly.

You will escalate complex problems to specialist teams, maintain accurate incident records, and contribute to service improvements.