As an experienced Application Support Analyst, you will be responsible for day-to-day administration, monitoring and maintenance of our applications.
You’ll be part of a close-knit and supportive IT Support team, and report to the Application Support Lead; we work in a hybrid format, so you will be in our North Sydney offices twice a week.
You play a key role in ensuring client KPIs and SLA’s are met and fixes/enhancements are prioritised and delivered through product teams.
You will oversee practices and processes to ensure integrity, safety and availability of all data and applications as part of the organisation’s information systems.
Job Description
Some of the key deliverables of the role:
Proactively manage and own incidents and requests to provide a positive client experience, documenting issues in our ticket tracking system and meeting KPI’s and SLA’s.
Resolve day to day tickets by investigating, analysing and trouble-shooting, and writing SQL scripts where necessary
Provide assistance and advice to business users in the effective use of applications and provide training for end users when needed
Oversee enhancements and updates to systems, liaising with third parties, internal IT resources and end users
Setup and remove system access for onboarding/offboarding of clients and users
About CES
Our mission is to increase recycling rates, rid the world of drink container litter, and empower community participation in an accredited circular economy (10c refund for eligible drink containers). We provide the technology and services to help our scheme partners to recycle close to 10 million drink containers every day. As well as a suite of SaaS products, our range of business services includes accounting, payments, brand & marketing, materials trading , customer service and support.
CES was formed in 2017 as a joint venture between Lion and Coca-Cola Euro pacific Partners and has grown rapidly. We are headquartered in North Sydney, near public transport with beautiful harbour views. Our teams are passionate about our mission to ensure valuable materials are recycled and not wasted. We provide an inclusive culture, hybrid and flexible working and career development to bring the best out in our people.
Desired Skills and Experience
About you:
We are looking for someone who has advanced SQL query-writing skills and excellent problem-solving skills to handle complex software and interface support issues, great interpersonal skills and a strong desire to learn and share that knowledge with colleagues through documentation and training.
You will bring to the role:
A customer service mindset with experience supporting other clients.
Minimum 3 years of experience in IT software support within complex environments with ability to handle interconnected systems.
Strong background in supporting web-based applications and integrated systems.
At least 1 year of experience in advanced SQL query writing, with expertise in databases like Oracle or PostgreSQL.
Hands-on experience with API-based systems
Proven experience with ticketing systems such as Zendesk/service now.
Exceptional accuracy and attention to detail.
Your resilience, agility and ability to work in a fast-paced and ever-changing environment will see you succeed in this role.
Why work with us?
Be part of a great team, in an IT led organisation that is for purpose.
We are a hybrid workplace with lots of development and learning opportunities and pay above market.
If you'd like to be considered for this role, please apply now!
Note: We can only consider candidates with full Australian work rights for this position.
