New Year New Start - Senior Applications Support Analyst - Perm - Nort

Job type:
on-site
Start date:
n.a
Duration:
Permanent
From:
Paxus (Sydney)
Location:
Sydney
Published at:
01/10/2012
Country:
flag_no USA
Project ID:
293926

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Are you an Application Support Analyst looking for a new challenge? Are you seeking the opportunity to work for a successful, growing, profitable company?

This is an excellent opportunity to get involved with a market leader in the provision of defence and healthcare workforce and corporate governance solutions.


The position is responsible for advanced application support and technical leadership.

Your role will include the following responsibilities:

  • Providing timely & consistent technical solutions to external customers & third parties based on service level agreements, and to support Implementation Consultants who are engaged in client-services deployments
  • Providing technical leadership, coaching & mentoring of the customer support team
  • Providing timely & consistent data to Continuing Engineering via the defect tracking system
  • Providing advanced technical support & leadership
  • Assisting with the development of a structured technical triage & escalation framework for a timely and consistent customer support experience
  • Ensure content of technical training courses required to support products & ensure products are designed for supportability
  • Improving the availability of quality technical knowledge-base articles through authoring and validating technical FAQs or other technical root cause reports
  • Ensuring the technical readiness of the customer support team to support new product releases and upgrades
  • Developing strong customer relationships
  • Deliver proactive & preventative customer support activities
  • Working collaboratively with other teams (including Products, Client Services & Sales) to achieve a high degree of internal and external satisfaction
You should have the following skills and experience:
  • You must be an Australian Citizen for Security Clearance purposes
  • Candidates successful in this role will be at ease with providing outstanding technical support for applications in a remote technical environment 
  • Competent at communicating technical plans of action to customers or third parties and should be available to work all hours to ensure a mission critical system is returned to operation in the shortest possible timeframe
  • Able to demonstrate clear thinking under pressure and communication skills that will ensure client confidence is maintained
  • Charismatic team player that enjoys challenges to resolve complex technical issues in the simplest and most effective manner
  • Able to create and maintain a positive, high-energy environment that fosters mutual trust, respect and a commitment to the team itself
  • Willing to travel and participate in activities that fall outside the local business hours of their geographic location
Technical Capabilities:

  • Microsoft SQL Server and strong T-SQL (DBA certification is preferred)
  • Familiarity with defect tracking technologies is required; Fog Bugz is used (experience desirable)
  • Oracle DBA and My-SQL skills (desirable)
  • Remote Access Technologies (desirable - Citrix and/or N3 preferred)
  • Microsoft Active Directory skills (desirable for supporting Implementation teams)
  • Microsoft Dynamics CRM is used (experience desirable)
  • Business Objects reporting skills (desirable)
  • Visual Basic, ASP.NET & C# diagnostic skills (desirable)
  • IIS Administration & Diagnosis (desirable)
  • An understanding of Adobe Flex  (desirable)