Application Support Engineer | Incident Management

Mogi I/O : Ott/Podcast/Short Video Apps For You; Wellington; On-site; NZD 70,000 - 90,000; Full time

Job summary

The Mogi I/O team in Wellington seeks an Application Support Analyst to maintain, support, and improve business applications within the Digital Applications & Products group. You will troubleshoot, manage incidents, and work with stakeholders to ensure reliability and service quality.

Collaboration with technical teams, vendors, and product owners is essential, as is a proactive approach to continuous improvement and compliant operations across healthcare-related applications.

Qualifications

• Relevant IT/CS/IS qualification as a baseline requirement.
• Experience in application support, IT support, or systems administration.
• Knowledge of incident management and problem resolution processes.
• Experience logging incidents, service requests, and escalation.
• Strong written and verbal communication skills.

Responsibilities

• Provide day-to-day support and administration for business applications.
• Investigate, diagnose, and resolve application incidents and technical issues.
• Log, classify, prioritise, track, and manage incidents and service requests.
• Monitor incident progress and provide updates to users.
• Perform routine application maintenance to support system stability.
• Collaborate with development teams, vendors, and stakeholders to resolve issues.
• Support improvements and continuous service quality initiatives.
• Maintain documentation of incidents, resolutions, and procedures.
• Work with clinical, operational, and business users to understand requirements.
• Ensure compliance with organisational policies and regulatory requirements.

Skills

Analytical skills

Diagnostic skills

Problem-solving

Communication skills

Team collaboration

Education

Bachelor's degree in IT/CS/IS or related field

Job description

Location: New Zealand

Role Overview

We are seeking a customer-focused and technically capable Application Support Analyst to maintain, support, and improve business applications within the Digital Applications & Products team. The role focuses on application troubleshooting, incident and problem management, system maintenance, user support, and application performance improvement. The successful candidate will collaborate with technical teams, business stakeholders, vendors, and product owners to ensure the stability, availability, and reliability of critical applications supporting organisational and healthcare operations.

Key Responsibilities

• Provide day-to-day support and administration for business applications.
• Investigate, diagnose, and resolve application incidents and technical issues.
• Log, classify, prioritise, track, and manage incidents and service requests.
• Monitor incident progress, provide updates to users, and elevate complex issues when required.
• Perform routine application maintenance to support system stability and availability.
• Assist with problem investigations, root cause analysis, and preventative measures.
• Collaborate with development teams, vendors, and stakeholders to resolve application issues.
• Support application enhancements and continuous improvement initiatives.
• Maintain accurate documentation of incidents, resolutions, and support procedures.
• Work with clinical, operational, and business users to understand application requirements.
• Ensure compliance with organisational policies, risk management procedures, and relevant regulatory requirements.
• Contribute to collaborative service delivery, equity, and improved healthcare outcomes.

Requirements

• Relevant qualification in Information Technology, Computer Science, Information Systems, or a related field.
• Proven experience in application support, IT support, systems administration, or a related role.
• Knowledge of application troubleshooting, incident management, and problem resolution.
• Experience managing service requests, logging incidents, and escalating technical issues.
• Understanding of application maintenance, system performance, and support procedures.
• Strong analytical, diagnostic, and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to work collaboratively with technical teams, vendors, and business stakeholders.
• Strong organisational skills with the ability to prioritise competing tasks.
• Customer-focused approach with a commitment to continuous improvement and service quality.