Application Support Analyst

This is a fully remote position, open to applicants in Australia.

📋 Description

• Provide daily support for CT’s internal business applications, addressing and resolving user issues promptly and effectively.

• Investigate application errors, access problems, workflow challenges, and basic integration inquiries, escalating when necessary.

• Support and manage a diverse portfolio of SaaS and business applications, including ConnectWise, Quosal, Enboarder, HubSpot, DeskDirector, N-able, QBO, BambooHR, ScalePad, SmileBack, Workable, Zapier, Wise-Sync, Lusha, VisualCare, and ShiftCare.

• Assist with system configuration, user management, workflow modifications, and general system maintenance.

• Identify opportunities to streamline processes, enhance system usability, and minimize recurring support issues.

• Maintain precise system documentation, support notes, and process guides to ensure consistent usage of business applications.

• Contribute to system enhancement projects, including workflow improvements, automation, and application adjustments.

• Collaborate with internal stakeholders to comprehend business requirements and translate them into practical system updates and support solutions.

• Balance daily support tasks with improvement initiatives and evolving business priorities.

• Assist the Head of Digital and Platforms in prioritizing support activities and adapting to changing business system requirements.

• Deliver a responsive, service-oriented experience to internal users and contribute to the reliability of well-managed business systems.

⛳️ Requirements

• Experience in supporting business applications, SaaS platforms, or internal systems in an application support, systems support, or service desk environment.

• Strong troubleshooting abilities across application issues, user access, data and workflow discrepancies, and basic system integrations.

• Comfortable working with a wide array of business applications and quickly learning new systems.

• Experience with platforms such as ConnectWise, Quosal, Enboarder, HubSpot, DeskDirector, N-able, QBO, BambooHR, ScalePad, SmileBack, Workable, Zapier, Wise-Sync, Lusha, VisualCare, or ShiftCare would be beneficial.

• Capability to work efficiently across BAU support, system administration, and minor improvement projects.

• Strong stakeholder management skills, with the capacity to understand user needs, clarify issues, and deliver practical solutions.

• A strong emphasis on reliable systems, consistent processes, and internal customer service.

• Adaptable and capable of managing competing priorities across various systems and types of work.

• Curious, proactive, and willing to take initiative when investigating issues and identifying improvement opportunities.

• A valid Vulnerable People / Working with Children Check (WWCC) and Police Check are required.

🏝️ Benefits

• Hybrid working model (for the majority of our roles) with team anchor days to foster collaboration.

• Extensive training and development opportunities that facilitate continuous growth as part of your career trajectory.

• Significant discounts and benefits to enhance your financial well-being.

• A selection of IT equipment to optimize your success and access to cost-price technology for personal use.

• Enjoyable team events to celebrate achievements and connect with colleagues outside of work, as part of our engaging culture.