Application Support Specialist
The Application Support Specialist is responsible for the advanced support, maintenance, and optimisation of core business applications across the organisation.
Location
Australia
Employment Type
Full time
Department
IT
Work Location
Hybrid
Experience Level
2+ years
Key Responsibilities
- Provide advanced technical support for critical business applications, resolving complex incidents and ensuring timely escalation when required.
- Act as the subject matter expert for key systems, offering deep functional and technical knowledge.
- Oversee and contribute to the design, testing, and implementation of application upgrades, patches, and integrations.
- Monitor system performance and availability, proactively identifying optimisation opportunities.
- Lead root cause analysis and problem management activities to prevent recurring incidents.
- Develop & maintain comprehensive system documentation, config records, & support runbooks.
- Guide junior support staff, fostering knowledge-sharing and building technical capability within the team.
- Ensure changes to production environments adhere to change control and risk management protocols.
- Collaborate with business units to gather and analyse requirements for system enhancements or new functionalities.
- Lead and coordinate user acceptance testing (UAT), defect resolution, and post-deployment reviews.
- Contribute to strategic IT projects, including system migrations, digital transformation initiatives, and business continuity planning.
- Maintain a high standard of information security and ensure compliance with data protection regulations.
- Provide out-of-hours or on-call support for business-critical systems, as required.
Skills & Requirements
Experience
- 2+ years’ of professional experience in application or systems support, with demonstrated success in a senior or specialist capacity.
- Proven experience supporting and administering enterprise-grade or SaaS applications.
- Strong track record of leading technical incident resolution and problem management.
- Experience managing third-party vendors and application support contracts.
- Experience in the travel, transport, or hospitality sectors (desirable).
- Exposure to hybrid cloud environments and modern integration platforms (desirable).
- Familiarity with agile project delivery or DevOps environments (desirable).
Attitude & Aptitude
- Organised and methodical.
- Have a commercial mindset.
- Ability to interact with others effectively through excellent written and verbal skills.
- Being solutions and outcome focused with a genuine orientation toward excellent customer service orientation.
Skills & Knowledge
- Advanced troubleshooting and diagnostic skills across application layers.
- In-depth understanding of application architecture, data flows, and integrations.
- Strong documentation, process, and change control discipline.
- Ability to manage priorities across a high-volume, multi-application environment.
- Solid understanding of security, compliance, and risk.
- Proficiency in SQL, scripting, and data querying/reporting (desirable).
- Knowledge of API technologies, web services, and integration standards (desirable).
- Familiarity with ITIL framework and service delivery best practices (desirable).
- Exposure to automation tools and performance monitoring solutions (desirable).
Qualities
- Confident and personable.
- Ability to quickly build trust.
- Ability to lead and motivate.
- Ambition and drive to do the best.
- Ability to think calmly and laterally.
Key KPIs
- Adhere to service level agreements (SLAs), with our Australian SLA being a response to a ticket within 60 minutes, and resolution/escalation within 4 hours.
- Resolution of high-priority application incidents within our SLA of ≥ 95% and Uptime of critical business applications ≥ 99.9%.
- Be an expert on all additional applications that are part of the Gray Dawes Group Tech suite and daily workflows for Ops. (Conferma/Magnatech)
- User satisfaction score ≥ 4.7/5 for application support services.
- Successful deployment of application changes with minimal post-release critical issues.
- Reduction in recurring incidents ≥ 25% year-on-year
- Zero critical audit findings in application-related processes.
- Timely completion of compliance training and security reviews.
- Accurate documentation of all system changes and technical configurations.
- All vendor SLAs reviewed and maintained annually.
- Liaise and meet with industry partners to ensure currency of product knowledge and updates.
- Attend training to continuously develop skill base and take responsibility for your professional development.
- Attend weekly staff meetings and participate as a team member to contribute towards the well-being of the business.
- Implement new customers on the Gray Dawes Group tech stack.
Other Accountabilities
- Deliver to clients the very highest level of service.
- Have a commercial mindset to proactively enhance the financial and income position of each client while arranging their travel.
- Attend staff meetings and training sessions as required.
- Carry out any other role or task that is commensurate with the spirit and purpose of this job description.
- Work in a proactive manner with colleagues in the Operations and wider business teams.
- Have a “solve for the customer” approach.
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