Application Support Specialist

Location: 

Docklands, VIC, AU, 3008

Application Support Specialist - Technical

Position Description

Instruction:  Items in light blue text are instructions and DO NOT Print. They DO NOT need to be deleted..

Position:

Application Support Specialist - Technical

Reports To:

Business Systems Manager

Function:

IT

Location:

Melbourne

EC Job Classification

Team Leader/Specialist

Critical Infrastructure role

No

Approved By:

General Manager Generation & IT This is either the CEO or the function GM.]

Approval Date:

May 2024

Position creation date:

May 2024

Last review date:

 

Purpose

  • The Technology function within Pacific Blue is strategically important and plays a crucial role in shaping Pacific Blue’s operations, efficiency, competitiveness, and strategic growth. The technology teams primary focus is on delivering the highest level of security, reliability and customer service.
  • The Application Support Specialist - Technical role is responsible for providing application support to Pacific Blue staff and external partners, whilst engaging business stakeholders, technical staff, and external vendors to ensure that business systems are fully utilised and any requirements for business / system change are successfully documented, and any deliverables are fully implemented.

A concise single paragraph that makes clear the overall and broad objective of the position.

Key Duties and Responsibilities

  • Provide application support to Pacific Blue staff and external partners
  • Manage external partners and effectively maximise value from relationships
  • Develop and maintain all application / system related policies, standards, documentation, and processes
  • Develop and facilitate business system training material and training programs to ensure the systems are utilised effectively
  • Ensure change management processes are maintained and utilised correctly
  • Monitor and review application performance, availability and integrity against business processes
  • Take technical ownership and be the subject matter expert of companywide Microsoft Power Platforms and SharePoint.
  • Build and manage application frameworks, including data governance, information security risks, documenting single point of failure, known issues and others items as required.
  • Manage contracts with external vendors and ensure license allocations are appropriately managed.
  • Perform Business Analyst tasks by way of preparing documentation that accurately details business processes, system workflows / integrations, data flows and functionality.
  • Plan improvements, enhancements, and updates for business systems with a focus on business benefits and risk reduction.
  • Propose recommendations and assess business impact of proposed system and / or process changes and quantify business value.
  • Project manage and oversee the successfully delivery of enhancements and upgrades for business applications as required
  • Ensure that the Company’s compliance obligations are actively maintained, managed, and kept up to date with particular focus on the compliance obligations allocated to the position title as identified in the Company’s Register of Compliance Obligations (as set out in the Compliance Procedure and as amended from time to time).

Challenges

  • Supporting and being able to provide rapid solutions to a complex and ever-changing business environment.
  • Implementing new processes and systems to support a growing business.
  • Ensuring a high standard of customer service across the business.

Judgments

  • Able to advise on the best, fit-for purpose IT solutions having regard to cost
  • Able to balance potentially competing expectations from across the business.
  • Able to identify and manage relevant risks

Knowledge, experience (including qualification) and skill

Knowledge and Experience

  • Experience of 4 years or more in a similar Application Support Specialist role
  • Business Analyst experience is favourable
  • Prior experience with implementation of Microsoft power platforms
  • Prior experience in supporting business change to automated processes
  • Experience with business systems and application capabilities within a medium-large organisation
  • Experience providing end user support for business systems
  • Technical understanding of Microsoft Azure, SQL server and virtualised environments
  • Experience with business systems information security principles including role-based security, data protection, identity and access management.
  • Understanding of data privacy regulations

Skills

  • Strong communication and collaboration skills, with the ability to work effectively in cross-functional teams and communicate technical concepts to non-technical stakeholders.
  • Excellent relationship management skills
  • Strong knowledge of power platforms and related systems
  • Excellent verbal and written communication skills
  • Able to work independently or as part of a team
  • Strong analytical skills
  • Negotiation and persuasion skills
  • Strong problem solving skills

Dimensions

This section describes where the position sits and considers decision-making responsibilities, reporting line, direct reports, travel and licence requirements and delegated authority.

Number of direct reports: 0

Level of delegated authority: None

Travel requirements: Local, Interstate as required

Licence requirements: Valid Australian Drivers License