Support Analyst

• Location: Brisbane, Queensland
• Type: Contract
• Job #18739

Overview

An exciting opportunity is available for an experienced Support Analyst to join a Queensland Government digital operations team supporting a suite of cloud-based applications used by customers and departmental staff.

The platform enables Queenslanders and businesses to access and manage a range of government services, including environmental authorities, permits, licences, heritage registrations and waste levy activities.

The team is looking for additional support capacity, with opportunities available for a full-time Support Analyst and potentially a part-time Support Analyst. School-hours availability may be well suited to the part-time opportunity.
 

About the Role

As a Support Analyst, you will provide first-line support to internal and external users of the digital platform. You will be responsible for incident and service request management, user access administration, monitoring support channels and maintaining accurate service records.

Working as part of the Digital Operations team, you will communicate with customers and stakeholders in a professional and friendly manner while contributing to knowledge development, process improvement and efficient service delivery.

The role will provide exposure to cloud-based digital platforms, Microsoft Dynamics 365 and Atlassian tools within a Queensland Government environment.
 

Key Responsibilities

• Provide first-line service desk support to internal and external users of the digital platform.
• Act as the initial point of contact for incidents and service requests.
• Administer user access in accordance with established access management controls.
• Monitor the Digital Operations Support inbox and respond to incoming requests.
• Record and maintain accurate information relating to incidents, service requests and change requirements.
• Use Atlassian tools including Jira, Jira Service Desk and Confluence to manage support activities.
• Communicate professionally and effectively with internal and external stakeholders.
• Contribute to the development of knowledge articles, processes and support documentation.
• Identify opportunities to improve support processes, system knowledge and operational efficiencies.
• Work collaboratively with the Digital Operations team to deliver consistent and effective support services.
• Contribute to a workplace culture that supports positive outcomes for First Nations people.

Highly Desirable Criteria

• Demonstrated experience in a Service Desk, Support Analyst, Application Support or similar role.
• Experience providing first-line technical support to internal and external users.
• Experience managing incidents, service requests and user access administration.
• Familiarity with IT service management processes and support environments.
• Experience using Jira, Jira Service Desk and Confluence or similar service management and collaboration platforms.
• Strong customer service and stakeholder communication skills.
• Ability to manage multiple requests while maintaining accurate records and meeting service expectations.
• Strong attention to detail and a proactive approach to problem-solving.
• Ability to quickly develop knowledge of digital platforms, business processes and support procedures.

Desirable Criteria

• Experience supporting cloud-based applications or digital platforms.
• Experience with Microsoft Dynamics 365.
• Previous Queensland Government or public sector experience.
• Experience contributing to knowledge management and continuous improvement initiatives.
• Experience working within an Agile or IT service management environment.

Contact details

For a confidential chat, please contact Patrick on 0487 270 306 or via email at patrick@exclaim-it.com.au and we would be more than happy to provide you with additional information and assist in the application process.