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Senior Applications Support Analyst

Apply now Job no: 512060
Work type: Full Time
Location: NSW – Sydney Metro Area
Categories: Franchisor Office

Harvey Norman Information Technology (HNIT) is seeking a Senior Applications Support Analyst to provide Second Level support to all business applications in a diverse portfolio of applications, ensuring our Corporate, Store and International customers are able to maximise and leverage their usage of these applications.

The successful applicant will be a key team member in the Applications Support team with responsibilities for;
• Manage the technical knowledge and expertise of team members to support the relevant IT service management processes
• Provide assistance and support on queries in stores locally, internationally and in the corporate office
• Register, track, troubleshoot and resolve incidents and requests through to resolution
• Diagnose underlying cause and identify solutions to recurring customer problems
• Coordinate requests and the release management of application enhancements from the business and escalate them accordingly
• Own the identification of application defects, escalate them accordingly and track them through their lifecycle
• Liaise with vendors and other stakeholder in support of business applications
• Actively promote and drive knowledge management to continually improve and expand the level of shared knowledge across team members

3+ years proven experience in the following areas will be highly regarded;
• Experience operating an IT Service Management system, preferably ServiceNow
• Experience supporting or operating a retail point of sale systems, corporate and/or supply chains systems
• Experience supporting or operating a business reporting solution, preferably SAP
• Experience supporting a range of vendor, SaaS and commercial based applications
• Experience in a customer service role with a proven track record of customer service excellence
• A high level understanding of the Harvey Norman business
• Ability to work under pressure in a diverse and dynamic environment
• Ability to quickly and effectively integrate as a member of a fast paced team
• Ability to work autonomously as well as in a team environment
• Proven ability to efficiently learn and support software upgrades as well as deployment of new applications
• Able and willing to work flexible and/or extended hours as well as part of an on-call roster when required

If you believe that this job sounds right for you, and you have the skills and drive to excel in this role, please submit your written application for consideration.

Advertised: AUS Eastern Standard Time

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