Application Support Analyst

Key Position Responsibilities:

• Be customer centric in your approach to assisting RMT Clients needing support for ChemAlert and FirstPriority applications.

• Develop an in depth understanding of all RMT software products to provide accurate and efficient support.

• Participate as a Team member in IT Support Group reviews operational planning and after-hours Support Roster.

• Efficient support ticket management to monitor and action incoming work to drive positive customer outcomes within agreed service standards.

• Proactive communication with all stakeholders (Client and internal) to ensure they are kept informed during a ticket’s life cycle, fostering a positive customer experience.

• Assist clients with software upgrades for both SaaS and Self-Hosted clients.

• Maintain system documentation where required.

As a valued team member, you will also:

• Work professionally, positively, and cooperatively as part of RMT, modelling our values of “doing good” by fostering a reputation for integrity, striving for innovation, focus on clients and professional conduct.

• Be resilient. Maintain professionalism and stay in control of emotions in challenging circumstances.

• Ensure reasonable care for your own health and safety, as well as that of others in the workplace.

• Undertake additional responsibilities as required.

The secondary function of this role is to aid in upgrade delivery, sales support and internal improvement projects.

Skills and Experience Requirement:

• A minimum of 1 year's experience with IT support tasks, preferably application support experience; resolving customer queries within a structured, timely manner.

• Highly motivated with the ability to work in a small team and also to take initiative when working alone;

• Experience in the use of ticketing, change management and help desk systems;

• High attention to detail and the flexibility to attend to a range of tasks;

• An analytical aptitude for understanding business-critical issues and escalation processes.

• Proven time management skills, with ability to self-manage and prioritise workloads

• Software technical and programming problem solving skills (e.g. investigate issues, analyse

• Demonstrate an understanding of providing a responsive IT client support in a similar role.

• Ability to develop and maintain customer relationships; recognising and understanding their needs and working with them to develop solutions;

• Excellent interpersonal and written communication skills to a high business and technical level.

Desirable

• A passion for learning new processes and technology.

• Experience in SQL server database reporting or scripting.

• ITIL Certification or other relevant tertiary level qualifications.

• Current National Police Clearance/ability to provide on request.

• Eligible to obtain AGSVA Baseline Clearance at a minimum

.• Familiar with *nix environments and scripting.

• Familiar with ChemAlert and/or FirstPriority.