Software Support Analyst | Software Support

Mogi I/O : OTT/Podcast/Short Video Apps for you; New Zealand; On-site; NZD 65,000 - 90,000; Full time

Job summary

Mogi I/O : OTT/Podcast/Short Video Apps for you is seeking an Applications Support Analyst to maintain, support, and enhance business applications within the Digital Applications & Products team. You will handle incidents, provide user support, and work with clinical and business users to ensure reliable healthcare operations.

Ideal candidates have IT qualifications and proven experience in application support, incident and problem management, and documentation.

Qualifications

• Relevant qualification in IT or related field.
• Proven experience in application support or IT support.
• Knowledge of incident management and problem resolution.
• Experience logging incidents and escalating issues.
• Understanding of maintenance, performance, and support procedures.
• Strong analytical, diagnostic, and problem-solving skills.
• Excellent written and verbal communication.
• Ability to work collaboratively with teams.
• Strong organisational skills and prioritisation.
• Customer-focused approach and service quality.

Responsibilities

• Provide day-to-day support and administration for business applications.
• Investigate, diagnose, and resolve application incidents and issues.
• Log, classify, prioritise, and track incidents and service requests.
• Monitor progress, provide updates, and escalate complex issues.
• Perform routine maintenance to support stability and availability.
• Assist with root cause analysis and preventative measures.
• Collaborate with development teams, vendors, and stakeholders.
• Support enhancements and continuous improvement initiatives.
• Maintain documentation of incidents, resolutions, and procedures.
• Understand application requirements with clinical and business users.
• Ensure compliance with policies, risk management and regulatory requirements.
• Contribute to service delivery and improved healthcare outcomes.

Skills

Application troubleshooting

Incident management

Problem resolution

Service requests management

Analytical thinking

Communication skills

Collaboration

Documentation

Prioritisation

Education

Information Technology qualification

Tools

ITSM tools

Job description

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.

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 escalate 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.