Application Support Analyst

Application Support Analyst has in-depth conceptual knowledge in the ability to provide support to the organization’s internal users of technical solutions, infrastructure environments and operational business processes and procedures from a functional point of view.

They support live production systems, ensuring the banks customer facing and backend applications are continuously operating in a stable environment. The Application Support Analyst’s primary focus is on incident management process of responding to an unplanned event or service interruption to restore service to its operational state. In addition to this, they have the ability to conduct problem analysis and problem solving in order to identify and resolve complex systems, applications and/or operational situations across the customer account by being adaptable, collaborative, objective with strong communication. Further, they assist in the improvement of technical procedures and/or business processes within area of technical specialty to enhance client’s technical operational environment.

Application Support Analysts have a wide range of responsibilities providing level 2 support for the banks software applications to staff and business units.

What are you going to do? 

• End to end Incident Management – triage and communication

• Investigate and diagnose incidents assigned to IT Application Support queue as quickly as possible. Provide specialised investigation and diagnosis of all incidents;

• Escalate and liaise with Tech Infrastructure engineers and/or Tech Delivery developers and managers to resolve incidents within the specified service level agreement;

• Verify resolution with end-users and resolve assigned incidents;

• Accurate timeline recorded throughout incident for Problem management analysis;

• Identify problems from reoccurring incidents.

• Troubleshoot and raise problem records appropriately;

• Maintaining a high success rate in first contact resolution;

• Effective triage of incidents and co-ordinating resources from various IT teams to restore service in a timely manner (particularly after-hours);

• Frequent and effective follow up of escalated cases to other areas of CIO organisation allowing regular communication with the requestor;

• Participation in after-hours on-call support roster and balancing accuracy and promptness of business incident communication;

• Thorough and up to date knowledge of internal systems and it’s recorded technical problems;

• Provide exceptional customer service to our business units/stakeholders

• Run SWOT with technical resources in the event of unplanned disruptions or urgent incidents

What are we looking for?
 

• Ability to identify application faults and match relevant error details to known problems.

• Highly experienced in incident management, on-call incident triage, Service desk support and basic support of cloud systems

• Good experience and advanced knowledge of internal and industry standard applications.

• Understanding of SQL Database administration and error troubleshooting. – Desirable

• ITIL Certification (ITIL V3 Foundation, ITIL OSA –Operational Support & Analysis) – Desirable

• Basic understanding of ServiceNow monthly statistics of Service Requests and Change Records.

• Experience in Banking & financial domain.

If you meet a number of the requirements, but not all, we encourage you to submit your application.

About Us

At ING, we want to make life simpler and more worthwhile – for everyone who banks with us, for the people who work with us, and the community at large, too.

When you come to work at ING, you’re joining a team where individuality isn’t just accepted, it’s encouraged. We’ve built a culture that’s fun, friendly and supportive – it’s the kind of place where you can be yourself and make the most of whatever you have to offer.

We give people the freedom to take risks, think differently, take ownership of their work, and make great things happen. We’re here to help you get ahead. And with our global network, there’s plenty of scope to take your career in new directions, perhaps even ones you’ve never considered.

People of all ages, sexual orientations, cultures and backgrounds are welcome to apply – likewise if you’re an indigenous Australian, or you’re living with a disability, or you have family or caring responsibilities.

Sound like the kind of place you’d feel at home? We’d love to hear from you.

(One last thing, ING operates a direct talent sourcing model. So no agency introductions, please.)