Application Support Analyst

Company Description

UP Education is a leading Australasian dual-sector education group, delivering foundation, vocational and higher education to domestic and international students. At UP Education, we are on a mission: to elevate and empower students to unlock their potential. Known for our agility, and responsiveness to the changing world. 

To find out more about us, please visit https://www.up.education/.

Job Description

Permanent | Full-time | Melbourne, CBD Based | Hybrid Working 

Join our team as a Systems Support Analyst and help power the technology behind our education environment. You’ll support critical platforms including SMS, LMS, CRM, and other business systems, troubleshooting issues, improving integrations, analysing data, and contributing to projects that enhance the experience for students and staff. 

Key Responsibilities: 

Technical Support 

• Provide expert support and administration across SMS, LMS, CRM, and other business applications, including troubleshooting, configuration, testing, and post-implementation support. 

• Develop training materials, reports, and data extracts while analysing systems and processes to identify improvements. 

Service Management 

• Manage service desk requests by triaging, resolving, and escalating tickets while ensuring SLA targets and service standards are met. 

• Follow incident, problem, and change management processes, identifying trends to improve system reliability and reduce recurring issues. 

Stakeholder Engagement 

• Build strong relationships with stakeholders, provide effective communication, and deliver user training to support successful system adoption. 

Qualifications

• Experience supporting business applications, ideally within an education environment, with exposure to SMS and/or LMS platforms highly regarded. 
• Understanding of educational processes and compliance requirements, or the ability to quickly develop this knowledge. 
• Proven experience in customer application support, with strong stakeholder and relationship management skills. 
• Ability to manage multiple priorities, with strong analytical, troubleshooting, and problem-solving capabilities. 
• Relevant tertiary qualification or equivalent practical experience. 

Additional Information

Why work with us  

• Salary is aligned to experience & reviewed annually  
• Supportive team environment with ongoing commitment to your training and development  
• Fantastic opportunity to be part of an energising team and growing company 

This advert will expire on the 15th of September

Questions about your identity help us appreciate the diversity of individuals looking to work with us, ensuring we’re attracting applications from people with identities and perspectives that are as diverse as our students. 

We are an equal opportunity employer. As part of our commitment to equity, we work to ensure a fair and consistent interview process. We celebrate diversity and we are committed to an inclusive work environment.