Customer Platform Support Analyst

  • AustralianSuper
  • Melbourne VIC 3004, Australia
  • 13/06/2019
Full Time - Flexible Information Technology

Job Description

AustralianSuper is for all Australians and businesses; we invest members’ money to help create the best possible retirement outcome. More than 2.2 million members trust us to invest more than $155 billion on their behalf. Our size has given us the ability to leverage significant investment opportunities for long term performance and lower fees that are passed onto our members.

We put members first in everything we do and are committed to the recruitment, development and support of a diverse workforce that share our values of Energy, Integrity, Generosity of Spirit and Excellent Outcomes.

Here’s where you come in…

To support the growth of AustralianSuper we are seeking Customer Platforms Support Analyst who will be responsible for ensuring that the AustralianSuper Member Portal, Mobile App, Public Website and Business Portals are maintained. Reporting to Manager, IT Service Desk this role represents an outstanding opportunity to help to deliver the highest possible service level and ensuring positive and secure customer experiences through stakeholder management and issue resolution. 

  • Diagnose, triage and resolve user-reported (external vendor) incidents using available tools and procedures for the handling of support cases. Establish the priority of logged items, pass appropriate items to the Service Provider/s, and resolve items that relate internally;
  • Provide first-level contact and problem escalation to Major Incident Manger (MIM) functions;
  • Managing Internal third party applications, connectivity and support either directly with the vendor or internally;
  • Report on the effectiveness and efficiency of the service being provided by all parties to drive best-practice member experience;
  • Assist in monthly auditing of vendor requests costs and provisioning of member data access to ensure compliance.

You’ll need…

  • Bachelor of Science Degree in Information Technology or commensurate TAFE qualifications/experience preferable;
  • Knowledge of the following:-
  • Working knowledge of MS Office technologies;
  • Understanding of web browser technologies and operation;
  • Experience with maintaining an incident ticket queue;
  • Good communication skills across all levels including external vendors.

+1 Year experience in MS Windows Operating System administration and support, both desktop and server MCP, MCSE or MCSA is preferred.

At AustralianSuper we are committed to fostering an environment which is inclusive, embraces diversity in all its forms and is a place where you can be you. We believe embracing diversity in thought and perspective helps introduce new and better ways of doing business, delivering better outcomes for our members.

Aboriginal and Torres Strait Islander people are encouraged to apply.

If you would like the opportunity to work in a challenging, growing and rapidly evolving environment to deliver outstanding results that benefit members, please apply now!

Agencies please note: this vacancy is being managed directly by AustralianSuper’s Recruitment team. We will contact our preferred agency partners should we require additional support. Thank you.