Support Analyst

Work type:
Sydney, Australia
Closing date:
31/03/2018 (closed)
  • Support high valued, top-tier clients across APAC
  • Don’t sit behind Jira triaging all day when you can be on site with clients
  • Work for a leading global provider of software solutions for financial services

Kick-start your career path with multiple learning and development opportunities on offer across Technical, Consulting and Development teams.


Your new role

Take responsibility for driving the client issue life-cycle; the analysis, replication and testing of identified defects; and escalating requests to the appropriate development and consulting teams. Initially, you will be working and training closely with the support team; however, once you’re up-to-speed you’ll have the autonomy to deliver in a way that works for you.


Your new team

Your manager, Head of Client Delivery is a technical & commercial leader in the industry who offers a supportive and encouraging environment in which to work. You will receive guidance and hands-on mentoring to allow you to develop your skills.

Main activities

  • Triage support tickets and actively communicate via Jira
  • Determine what is billable support vs defect
  • Provide customer workarounds where possible
  • Maintaining Jira status for internal analysis
  • Actively respond to clients relating to incidents, service requests and product defects
  • Routing defects, service requests or enhancements
  • Onsight client triage or consulting where required
  • Supporting the Project teams during an implementation where required

To be successful in this role candidates will require:

  • 12-months post study experience within a similar helpdesk/service desk environment supporting external clients is preferred
  • Proven experience in troubleshooting software solutions (both technical and business)
  • Ability to understand and act appropriately with conflicting priorities in a methodical manner
  • Familiarity with JIRA Service Desk, relational database and SQL and the software development lifecycle
  • Excellent verbal and written communication skills, with the ability to distinguish between business and technical businesses
  • Most importantly, you will be an enthusiastic, inquisitive, self-starter with an engaging and fun attitude.
  • Financial Services experience is ideal

Benefits and Remuneration 

  • Mentoring and training provided by experienced and supportive management
  • A fun, friendly and inclusive culture with fortnightly socials
  • Extensive online and face-to-face training on Sonata
  • Comprehensive benefits with a focus on employee well-being
  • Develop product knowledge and enhance your Financial Services domain expertise
  • Ongoing opportunities to develop your commercial and technical skills
  • Growth opportunities are unlimited, with potential career pathways to Technical, Development or Consulting teams
  • Opportunity to Travel – if desired
  • Flexible work-life balance #LI-PRIORITY

Apply now

Thank you for your interest in this position, unfortunately the closing date has passed and we are no longer taking applications.