Westpac
Senior Support Analyst
To become number one for customer service
Customer service and support
Full-time
Office | Sydney, NSW, Australia
Visa sponsorship · No
Senior · A role for someone with advanced knowledge and skills. May involve mentoring, leading others or specialisation. Typically at least 5 years of experience.
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Why Westpac
Westpac is Australia’s oldest bank and company, one of four major banking organisations in Australia and one of the largest banks in New Zealand. We provide a broad range of banking and financial services in these markets, including consumer, business and institutional banking and wealth management services.
About the role
How will I help?
The Senior Support Analyst manages the application support for a number of applications ensuring high system availability, reliability to ensure sustainability of the applications while maximising application availability. This position is to Support a cloud based Customer Management software application and several in-build applications as well as to work closely with customers to provide the best in customer experience.
**Your key responsibilities include: **
- Assist system maintenance, including implementation of business recovery, disaster recovery and business continuity plans, to ensure recoverability of applications to meet agreed service levels.
- Conduct resolution of incidents and problems to ensure systems operate as required with SLAs.
- Provide the business with a professional service by ensuring requests are regularly updated and realistic resolution times are provided.
- Participate in after hours on-call rosters to provide immediate application support in the event of a service disruption or issue and enable the achievement of service availability and service level requirements.
- Assist to drive resolution of production incidents.
- Provide inputs in managing the operational relationship with vendors to improve the quality of the GroupTech services delivered.
- Adhere to operational policies, standards, tools and processes employed within assigned teams to ensure consistent quality application maintenance and fulfilment of regulatory obligations.
- Participate in ongoing team training to maintain, refresh and establish new support skill sets.
What’s in it for me? You will play an important and significant part in the future of a business that has been around for 200 years. Our vision is to become one of the world’s great service companies. So, we will back you in the development of your career, with internal career prospects and flexible working. You will also be backed by a fantastic team of people in a can-do, supportive structure. Whatever shape your family takes, we offer generous paid and unpaid parental leave for your nominated primary and support carers. This includes leave to organise adoptions, surrogacy, and foster care arrangements.
What do I need?
- Understanding of Project and Service Delivery Frameworks.
- Understanding of IT Key Controls in the Technical Control Library (TCL)
- Demonstrated knowledge and experience with following ITIL best practices.
- Technical Skills:
- Demonstrated SQL knowledge
- Demonstrated Control-M knowledge
- ServiceNow knowledge
- Oracle CRM On-Demand understanding (preferable)
- Browser (HTML / DHTML / JavaScript / CSS)
- SFTP Tools (WinSCP)
- Jira / Confluence / BitBucket
- Service Level Management
- Change Management
- Application Support experience
- Incident Management
- Problem Management
What you'll be responsible for
- 👏🏼
Customer Support Team Training
Provide ongoing training, support, and coaching to help customer support teams achieve their goals and objectives
- ⚙️
Customer Support Technology Management
Identify and implement technology to optimize processes and collaboration for customer-facing teams to deliver high-levels of support
- 🚦
Technical Incident Resolution
Analyze and resolve technical and functional product issues for internal and external customers
Skills you'll need
- 👥
Collaboration
Works with others by being open, clear in communication and listening to achieve goals
- ✅
Prioritization
Compares and ranks the relative importance &/or urgency of different tasks to identify the best order of actions
- 💡
Problem solving
Identifies problems and develops logical solutions that address the problems
Meet the team
Sales support associates instead focus on your internal team — giving them the resources and help they need to bring in customers