Background:
Our client is a well recognised multi-national retail brand who serves to provide products that improve the health of their customers. They operate across a variety of countries and are a go-to store in Australia for specific needs. 


Purpose of the role: 
Our client is looking for an Application Support Analyst who would be a good cultural fit with the team and is hungry to learn new skills.
This role acts as an escalation and conduit between Service Desk, Infrastructure and Business, providing system and application IT support for all Retail Stores, Corporate and Supply Chain sites.
We aim to proactively maintain and monitor systems and applications ensuring high service availability and reliability.


Your responsibilities:

1. Provide system and application IT support for all lines of business including Retail Stores, Corporate and Supply Chain sites.
2. Manage Incident, Change, Problem and Request ensuring proactive approach to minimise impact and reduce reoccurring incidents to our customers following ITIL principles
3. Perform deep dive investigations within Application, Operating System and Database
4. Proactive monitoring and maintain systems and applications while ensuring high service availability and reliability
5. Maintain, validate and create Knowledge Base articles and Standard Operating Procedures (SOPs)
6. Point of escalation for the Level 1 Service Desk team and in turn escalate to appropriate teams when required
7. Ensure team targets are consistently achieved
8. Professionally communicate in both written and verbal forms to our customers and business stakeholders
9. Perform Service Transition, Technical and Deployment tasks within projects
10. Identify and drive continual Service and Process Improvement and perform trend analysis following ITIL principles
11. Conduct store and site visits both domestic and international when required
12. Take overflow calls from the Service Desk and assist with front line IT Support as required
13. Mentor, train and coach new Service Desk team members
14. Exhaust all known error Knowledge Bases and ensure all steps to resolve are documented into our Service Management tool

Your Background & Experience: 

1. Previous experience working in an IT Support role supporting a mid-size to large organisation
2. Experience supporting both a Windows and Linux environment
3. Database experience in one of the following Oracle, MySQL or MSSQL
4. Professional written and verbal communication skills to communicate with both customers using non-technical language and business stakeholders
5. Strong analytical and problem-solving abilities, ability to think outside the box
6. Knowledge and understanding of key ITIL processes
7. Positive attitude towards rectifying issues and supporting the lifeblood of our business, our customers!
8. Fast learner – open and able to learn new software, tools and processes in a fast-paced environment
9. Motivated by challenges and passionate upskilling.

Your desirable skills: 

1. Experience working in one of the following business environments with a good understanding of concepts and processes: Retail, Finance or Supply Chain (warehousing, manufacturing or logistics)
2. Experience supporting or developing using Pentaho BI/DI, MapR or Tableau
3. Knowledge in cloud technology including Azure or AWS
4. Development and automation in Bash, Java and web programming languages