Senior Support Analyst

Civil Aviation Authority of New Zealand; Wellington; Hybrid; NZD 99,000 - 121,000; Full time

Benefits offered by this job

Matching KiwiSaver contributions up to

Vision assistance

Employee Assistance Programme

Job summary

The Civil Aviation Authority of New Zealand is seeking a Senior Support Analyst to join our Business Transformation Programme. This hands-on role ensures the technology services that support our people and operations are reliable, effective and future-ready.

You will work with Digital teams, programme staff, stakeholders and external partners to resolve issues, improve services and support transformation initiatives. The position starts on a one-year fixed-term basis.

Qualifications

• Experience supporting a broad range of digital and ICT services in a complex environment.
• Strong technical knowledge of modern workplace technologies, cloud services and Microsoft platforms.
• The ability to diagnose issues, analyse information and deliver practical solutions.
• Experience supporting technology projects and transitioning new services into business operations.
• A customer-focused approach with a commitment to delivering high-quality service.
• Strong written and verbal communication skills, including producing clear documentation.
• The ability to build effective relationships with a wide range of stakeholders and technical teams.

Responsibilities

• Deliver effective technical support across CAA's digital environment.
• Resolve incidents, service requests and technology issues to minimise disruption.
• Contribute to projects and transformation initiatives that improve business outcomes.
• Support the transition of new systems and services into operational support.
• Maintain strong information, asset and technology management practices.
• Collaborate with stakeholders, technical teams and vendors to deliver effective solutions.
• Support security, change and continuous improvement activities that enhance service reliability.

Skills

Broad ICT support

Customer-focused

Communication

Stakeholder management

Problem solving

Documentation

Team collaboration

Tools

Microsoft 365

Azure

Job description

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At the Civil Aviation Authority, we don't just keep New Zealand's skies safe and secure, we help shape the future of aviation.

• Help deliver a major technology transformation
• Solve complex challenges across a national environment
• Influence how digital services support regulatory outcomes

About the Role

We're looking for a Senior Support Analyst to join our Business Transformation Programme and help ensure the technology services that support CAA's people and operations are reliable, effective and fit for the future.

This is a hands-on role where you'll combine technical expertise with a strong customer focus, supporting a broad range of digital services while helping embed new technologies and ways of working across the organisation.

You'll work closely with Digital teams, programme staff, business stakeholders and external partners to resolve issues, improve services and support the successful delivery of transformation initiatives. Your contribution will help ensure technology enables better outcomes for our people, the organisation and the aviation sector.

About the Business Transformation Programme

This is your opportunity to get in at the start.

We are building a team to deliver a significant transformation that will shape the future of the organisation and the aviation sector. With strong executive support and a clear mandate for change, this is an opportunity to work on genuine transformation - not simply improve existing processes or deliver business as usual.

These roles are initially offered on a one-year fixed-term basis while the business case progresses through approval. We recognise that means taking a degree of risk. But for the right person, it is also a chance to get involved at the point where the programme is being shaped, make a meaningful contribution and work on a transformation that is genuinely important.

If you are motivated by complex change and want to help build something significant, this is the time to get involved.

Key Responsibilities

• Deliver effective technical support across CAA's digital environment.
• Resolve incidents, service requests and technology issues to minimise disruption.
• Contribute to projects and transformation initiatives that improve business outcomes.
• Support the transition of new systems and services into operational support.
• Maintain strong information, asset and technology management practices.
• Collaborate with stakeholders, technical teams and vendors to deliver effective solutions.
• Support security, change and continuous improvement activities that enhance service reliability.

The salary band for this role is $98,689 - $120,941 Starting salaries are based on knowledge, skills and experience the successful candidate brings to the role, as well as internal relativities.

You'll be an experienced technology professional who thrives on solving problems, supporting people and delivering practical solutions. You'll bring strong technical capability, a customer-focused mindset and the ability to work effectively across both operational and project environments.

To succeed in this role you'll demonstrate:

• Experience supporting a broad range of digital and ICT services in a complex environment.
• Strong technical knowledge of modern workplace technologies, cloud services and Microsoft platforms.
• The ability to diagnose issues, analyse information and deliver practical solutions.
• Experience supporting technology projects and transitioning new services into business operations.
• A customer-focused approach with a commitment to delivering high-quality service.
• Strong written and verbal communication skills, including producing clear documentation.
• The ability to build effective relationships with a wide range of stakeholders and technical teams.

About Us

The Civil Aviation Authority (CAA) is New Zealand’s aviation safety and security regulator. We play a critical role in protecting the travelling public, supporting the aviation sector, and strengthening New Zealand’s international reputation.

Our vision is simple and powerful: A safe and secure aviation system - so people are safe, and feel safe when they fly.

Our values - Professionalism, Respect, Integrity, Transparency, and Collaboration - guide everything we do. We're committed to fostering a diverse, inclusive, and supportive environment where everyone feels respected, safe, and valued. Our people are central to our success.

Why Join Us?

• Matching KiwiSaver contributions up to 4%
• Vision assistance
• Employee Assistance Programme

If you have any questions about the role or application process, contact the Recruitment team at [e-mail]