Application Support Analyst

• Permanent career opportunity
• Sydney or Melbourne based
• Great team culture and Genuine hybrid work environment

Established in 1988 Rest is one of Australias largest profit-to-member superannuation funds.

We support nearly two million members with around $86 billion of funds under management and are recognised as a responsible investment leader*. We believe when members understand and engage with their super theyre more likely to get a better retirement outcome.

Everything we do at Rest is underpinned by our values and behaviours we want to Be Daring Keep it Simple Take Action and Have Grit. To put it simply we want our people to thrive and love the work they do.

Primary Purpose
This role is responsible for ensuring the optimal performance and operation of Rests application portfolio;
ensuring alignment with business goals managing stakeholder relationships overseeing vendor
governance and delivering high standards of application support services.

Key Accountabilities/Responsibilities

Application Support Activities

• Provide first and second-level technical support to application end-users responding promptly and professionally and undertaking appropriate analysis to identify root cause.
• Support and maintain applications including; Atlassian Suite (Confluence/JIRA) BoardVantage DocuSign Pivotal CRM Tableau Temenos Zycus throughout their lifecycle to ensure the stability security and optimal performance.
• Coordinate activities with external vendors to ensure the ongoing operation functionality and performance of systems within the application portfolio.
• Work closely with cross-functional teams to provide feedback on application performance usability and functionality with a view to continual application improvement.
• Deliver training sessions to educate end-users about application functionalities and best practices.

Vendor Governance

• Establish and manage relationships with software vendors and service providers.
• Oversee vendor performance to ensure adherence to service level agreements (SLAs) and contractual obligations.

Stakeholder Management

• Act as a point of contact for matters related to the application portfolio.
• Maintain relationships with application business owners to understand needs and priorities.
• Communicate effectively with stakeholders at all levels providing regular updates on application performance project progress and strategic plans.
• Negotiate and manage expectations to ensure the delivery of solutions that align with business objectives and user needs.

Documentation and Reporting

• Document system configurations procedures and support activities to facilitate knowledge sharing and continuity
• Generate reports on system performance capacity management disaster recovery and support metrics for regular review as per associated standards
• Maintain an up-to-date knowledge base including lessons learned and best practices for future reference.

Qualifications :

• Bachelors degree in computer science Information Technology or a related field is preferred. However equivalent experience or relevant certifications can also be considered.

Required Skills and Experience include: 

• Proven experience in an application support role with hands-on experience supporting enterprise-level applications.
• Strong analytical and problem-solving skills with the ability to diagnose and resolve technical issues.
• Excellent communication and interpersonal skills with experience in managing stakeholder expectations.
• Understanding of ITIL or similar frameworks for IT service management.
• Experience with vendor relationship management and governance.
• Proficiency in relevant computer applications databases and operating systems.
• Familiarity with process mapping tools and methodologies would be advantageous
• Ability to work independently and as part of a team managing multiple priorities in a fast-paced environment.
• Strong time management skills to meet deadlines and resolve critical issues promptly.

Additional Information :

Our benefits have been designed so you can tailor your experience with us and include:

• Personal and professional development opportunities 
• Hybrid working 
• Purchase leave scheme and gender neutral 16 weeks paid parental leave 
• Super Contribution Continuation for 12 Months of parental leave 
• Linkedin Learning 
• Income Protection Insurance 
• Rest Excellence awards (peer recognition awards based on Rests values and behaviours) 
• Rest Stops - meeting free breaks 

If you share our values believe you can help make a difference for our members and want to be part of a leading superannuation fund with a Super culture please click Apply Now.

Rest is committed to creating a flexible work environment and culture that embraces diversity equity and inclusion - where people feel welcome safe to be themselves and inspired to do their best.

We value the different backgrounds lived experiences and abilities our diverse team brings. We welcome and encourage applications from candidates of all ages cultural backgrounds faiths gender identities sexual orientations and thinking styles. This includes people with disability neurodiverse individuals Aboriginal & Torres Strait Islander peoples and those with disrupted work history due to career or other breaks.

Please note only people with the right to work in Australia will be considered.

*Funds under management as at 30 June 2024. Rest is recognised as a Responsible Investment Leader by the Responsible Investment Association Australia (RIAA) in its Responsible Investment Benchmark Report 2022.

Remote Work :

No

Employment Type :

Full-time