Support Analyst

Work type:
Sydney, Australia
Closing date:
  • 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

If you believe that you have the relevant experience and knowledge for this role please apply directly below. Please note only successful applicants will be contacted.

Contact phone:
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