|
With our head office in Charlestown NSW, we have an amazing opportunity for an Application Support Analyst to join our Information Technology department. About Allambi Care Allambi Care is a multi-disciplined and recognised leader in the human services field working across NSW and Victoria. We are committed to supporting our community’s most vulnerable people through tailored services and programs. With over 40 years’ experience, our ‘never give up’ approach ensures the needs of the people we care for are our first priority. What we can offer you - Full Time Employment
- Salary Packaging (Salary Sacrifice)
- 4 Weeks Annual Leave
- 12 Roster Days Off a year (One per month)
- Monday - Friday work week (generally 8:30am - 5:00pm)
- Free off-street parking
- On-site cafe
The opportunity The Application Support Analyst provides Level 2 and Level 3 technical support for Allambi Care's internally developed client management system (AIMS). The role requires strong fault-finding skills, disciplined escalation, and the ability to resolve both application and infrastructure issues with minimal supervision. The role also covers the development and delivery of training content and user documentation, so that staff across all sites can use organisational systems effectively. In addition, the analyst supports fault-finding across on-premises Windows Server environments and Azure-hosted infrastructure, working with the internal systems administration team and third-party vendors to maintain system availability in line with the organisation's obligations. Key activities of the role are: - Application Support: Level 2 and Level 3. Act as the primary escalation point for L2 and L3 support requests relating to AIMS and associated organisational systems, triaged from the service desk.
- Manage support tickets through Jira Service Management, maintaining accurate records of issues, resolutions, workarounds, and known errors.
- Follow change control processes for all system changes, bug fixes, and configuration updates, ensuring minimal disruption to live environments.
- Provide after-hours or on-call support coverage as required during critical incidents.
- Infrastructure & Server Support. Perform first-response fault-finding on the on-premises Windows Server infrastructure hosting AIMS and related systems, working with the internal systems administration team and/or third-party vendors to investigate and resolve issues affecting application availability.
- Design, develop and maintain end-user training materials, quick reference guides, work instructions, and video content for AIMS and other organisational systems.
- Deliver training sessions (face-to-face and remote) for staff across Allambi Care's sites in NSW and Victoria, including onboarding and system update training.
- Application Administration. Perform front-end administrator functions within AIMS, including user provisioning, access control, role management, and configuration.
- Develop, test and maintain reporting functions within AIMS and connected tools (Power BI, SQL-based reports).
- Produce and maintain technical and operational documentation including runbooks, system architecture notes, known error records, and procedure guides.
- Monitor identity and access management across AIMS and server environments, reporting anomalies to the IT Manager.
- Maintain a customer-focused approach, communicating clearly with staff at all levels regarding the status and resolution of requests.
- Participate in IT team planning, change advisory, and continuous improvement activities.
About You - Methodical approach to fault-finding, working through problems systematically and seeing them through to resolution.
- Clear communicator, able to translate technical issues for operational staff and operational requirements for developers.
- Self-directed and comfortable taking ownership of a problem through to resolution without close supervision.
- Works well within a small team and understands when to escalate.
- Takes a service-oriented approach and is patient and respectful when supporting staff with varying levels of technical ability.
- High attention to detail and commitment to accurate documentation.
Essential Criteria: - Diploma or Bachelor's degree in Information Technology, Computer Science, Software Engineering, or a related field.
- Minimum 3 years' experience in an application support, systems administration, or IT analyst role.
- ITIL 4 Foundation certification or working knowledge of ITIL service management principles (desirable).
Desirable: - Working knowledge of Windows Server environments (2019 or later). Certifications highly regarded.
- Microsoft Azure: Azure Virtual Machines, Azure Storage, basic SaaS and PaaS troubleshooting.
- Experience providing application support in multi-tier environments, including web-based applications.
- SQL query writing and database troubleshooting (MS SQL Server or equivalent).
- Working familiarity with PHP, Python, or Vue.js to understand application behaviour, read logs, and communicate clearly with developers.
- Experience with infrastructure or application monitoring tools and responding to system alerts.
Must have these documents if successful. If you meet the above criteria and you’re interested in contributing to an organisation that values the highest level of quality in everything it sets out to achieve, we want to hear from you! Applications close Monday, 8th June 2026. Please note, applications must include a cover letter addressing above essential criteria and a complete resume including two professional references. Allambi Care is an Equal Employment Opportunity (EEO) employer and welcomes applications from people from Aboriginal and Torres Strait Islander, Culturally and Linguistically Diverse (CALD) backgrounds as well as People With a Disability. |
Help
