Thinktank is one of Australia’s largest and fastest growing Residential and Commercial Property Non-bank Lender with a multi-office presence across Australia.
As an innovative, knowledgeable and established financial services provider with a reputation for professionalism and integrity, Thinktank focuses on building quality internal and external stakeholder relationships in support of our wide range of borrowers and investors.
Role Overview
As an Application Support Analyst, your role is to ensure the smooth operation of business processes by supporting critical applications and enabling users to perform their work effectively.
You will be responsible for delivering expert support services, assisting users in understanding and navigating the applications, and resolving issues as they arise. Your deep knowledge of system functionality will allow you to troubleshoot problems, respond to service requests, and address technical concerns efficiently and proactively.
Key Accountabilities
- Assist the Application Support Lead in developing and ensuring adherence to Standard Operating Procedures (SOPs) and implementing best practices for achieving support objectives.
- Responsible for monitoring and responding to open tickets submitted through the Helpdesk.
- Progress issues and provide relevant information for troubleshooting or for clarification.
- Responsible for troubleshooting and escalation of tickets that cannot be resolved.
- Liaise effectively with skill groups, other team members or arrange for external technical support to ensure timely resolution of incidents
- Co-ordinate with external vendors to fix issues that cannot be fixed by the internal team or Helpdesk.
- Identify opportunities for process improvement and contribute to departmental initiatives.
- Responsible for improving and documenting the technical processes around application support (using Jira and Confluence).
- Work collaboratively with the team on change requests, managing issues and establishing priorities.
- Provide superior service by prioritising queries/requests and advising users of resolution/escalation.
- Ensure the performance of daily health checks of the applications.
About You
- Possess hands-on experience working in an application production support environment with strong recent experience in the Financial Services Sector and end-to-end knowledge of the loan life cycle.
- Possess demonstrated ability to provide customer support and deal with escalated customer issues.
- Strong requirements analysis skills, a strong problem solver
The successful applicant will have a very positive yet disciplined approach to their work and look forward to making their own contribution to a highly receptive team environment with an awesome culture. This is an opportunity to join an experienced, successful team in a highly focused and professional organisation.
Why Thinktank?
We are a little bit different at Thinktank. No bureaucratic processes, politics or egos. Fairness and transparency are our most important values, it’s how we do business and how we look after our team. You will be valued and trusted. You will work with welcoming and knowledgeable colleagues who will help you succeed.
We work a hybrid model of working from home and the office which encourages and supports great work life balance. We offer meaningful employee benefits such as Flex leave in addition to annual leave, a work well allowance and more.
If you are interested in having a confidential conversation, please apply now for an immediate review of your resume or contact Heena Geronimo, People & Culture Manager on hgeronimo@thinktank.net.au