Application Support AnalystFlexible

About the Role: 

As an Application Support Analyst, you will be part of an Agile environment, supporting and maintaining our applications that include our student management systems (SMS), learning management systems (LMS) and CRM Systems among other business applications. 

You will be responsible for carrying out various duties include verifying data, troubleshooting integrations with other systems, resolving incidents or performing service requests for internal customers, project work or analysing data for reporting.

We are seeking someone ideally based in Melbourne but will consider candidates based in Brisbane or Sydney. This role will be mostly WFH with the occasional need to work in one of our campuses. This role will also include on-call elements.

Overview of responsibilities:

Technical Support

• Be the IT subject matter expert for the SMS’s, LMS’s, CRM’s and other business applications to administer, configure and support as needed.
• Undertake testing for new features and provide post-implementation support for projects.
• Create training material where necessary.
• Create reports / extracts as needed by the business.
• Data analysis to identify process and system improvements.

Service Management

• Ensure that service desk tickets are responded to in an efficient and effective manner.
• Resolve tickets in a timely manner to meet SLAs that contribute to an acceptable level of service
• Support ticket triage, resolution or escalation using the helpdesk system
• Follow change, incident and problem management processes
• Identify trends and recurring incidents and escalate them through problem management, effectively reducing future ticket volume

Stakeholder Engagement

• Building strong stakeholder relationships and excel at stakeholder communication.
• Undertake user training

About you:

You will have a passion for assisting and helping your stakeholders. You will also constantly be striving to be the best you can be, just as our students do and you pride yourself on the quality of your work. 

Key Requirements include:

• Proven experience working in a customer application support role with at least 2+ years experience
• Good understanding and experience working with LMS, SMS, and/or CRM's
• Excellent verbal and written communication skills with the ability to communicate information and concepts effectively. 
• Proven ability to work on concurrent tasks with a high level of accuracy and attention to detail. 
• Well-developed analytical and problem-solving skills. 
• Effective organisation skills and an ability to prioritise work and manage workflow pressures to meet deadlines. 
• Sound data processing skills and database management/spreadsheet skills using the Microsoft suite at an Intermediate level.
• A collaborative team approach and positive can-do attitude. 
• Experience working in an agile environment
• Bring an understanding of educational processes and compliance – or can demonstrate a capability to develop your understanding in this area.

Who we are:

UP Education is a leading Australasian dual-sector education group, delivering foundation, vocational and higher education to domestic and international students. At UP Education, we are on a mission: to elevate and empower students to unlock their potential. Known for our agility, and responsiveness to the changing world.  

What sets us apart from other tertiary providers? It is, quite simply, our people. Our teams come from a wide range of educational and cultural backgrounds and offer a broad diversity of professional experience. But we all have one thing in common – we are all firm believers in the power of education to transform lives and they all have the drive to make a significant impact in the communities with which they work. 

We believe learning should be defined by the exceptional and at UP Education we have an ongoing commitment to the development of our staff.  

To find out more about us, please visit https://www.up.education/ 

Why work with us

• Flexible working with a mostly WFH arrangement balancing between home and on-campus
• Supportive team environment with ongoing commitment to your training and development
• Fantastic opportunity to be part of an energising team and growing company

Our application process:

Questions about your identity help us appreciate the diversity of individuals looking to work at UP Education, ensuring we’re attracting applications from people with identities and perspectives that are as diverse as our students. These are voluntary disclosures and candidates can elect not to answer these questions.

We are an equal opportunity employer. As part of our commitment to equity, we work to ensure a fair and consistent interview process. We celebrate diversity and we are committed to an inclusive work environment.