Support Analyst

Support Analyst

Job Title: Support Analyst
Contract Type: Contract
Location: Canberra
Salary: Competitive
Start Date: 2020-10-14
Reference: V-38046
Contact Name: Joanne Finchett
Contact Email:
Job Published: October 15, 2020 12:17

Job Description

Seeking a Support Analyst

The Role:

• Investigate and analyse escalated support tasks (Level 2 and 3), taking appropriate action to reach resolution, including via creating or updating configuration in Microsoft Dynamics CRM as required.
• Provide timely, accurate and plain English support, using problem solving skills and judgement to triage and resolve incidents, following or developing knowledge base articles.
• Work collaboratively with, and assist with appropriate upskilling of, Grants program delivery areas, the Level 1 Support team, and more senior technical staff as required.
• Keep up-to-date on new functionality and participate in testing of upgrades, patches or other changes across the platform.
• Use departmental service management tools including Microsoft DevOps to manage tasks.
• Undertake other duties as directed by the Manager.

Skills and Experience Required
Essential criteria
  • Demonstrated experience in creating or updating configuration in Microsoft Dynamics CRM.
  • Ability to manage multiple, often conflicting priorities, while maintaining a high standard of customer service.
  • Demonstrated strong communication and collaboration skills; ability to interact with stakeholders with multiple perspectives and technical skills.
  • Comfortable in a dynamic, fast moving agile environment.
  • Delivery and management of grants and services would be an advantage.
Location and Contract Term:

Canberra Based – 12 Months with 2 x 12 Months extension options

Security Requirements:

Must be an Australian Citizen. Baseline Security Clearance is required.

How to Apply:

Applications close 20 October 2020

Please upload your resume to apply. Please note you may need to complete selection criteria to complete this application process. We will be in touch with instructions for suitably skilled candidates

Call Jo Finchett 1300 944 936 for any further information