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Application Support Analyst

Apply now Job no: 497720
Work type: Permanent Full-Time
Location: Head Office – The Shard
Categories: Helpdesk & IT Support, Business/System Analysts

Position Purpose:

Perform level 1, 2 & 2.5 support of the wagering platform from an Incident, Problem, Change and release perspective to ensure high levels of reliability and availability.

Key Responsibilities & Accountabilities:


• Ensure continued operation of the wagering platform through the provision of Level 1,2 & 2.5 support during agreed support periods. This role does not include development (coding).
• Manage and resolve incidents at a functional or configuration level.
• Work closely with additional internal and vendor support teams to resolve incidents and problems.
• Proactively keep incident managers informed of the progress of incidents.
• Rotating On-call 24x7 support component.
• Outside business hours onsite presence required when On-call during major sporting events / time periods
• Where significant impacting incidents are unresolved, escalate to the Service Operations Manager or Major Incident Management.
• Proactively analyse problems and trends to reduce the overall number of incidents related to application issues.
• Raise Incident, Problem, Change and Release records within the ticketing tool (ServiceNow).
• Deploy releases into production and perform PVT (Post Verification Testing) to ensure successful implementation of software releases by verifying production operability
• Display a proactive approach in the maintenance of application systems - being aware of releases and enhancement requirements and the impact these have on system maintenance.
• Participate in user and technical forums to provide direction on the treatment of incidents.
• Identify process gaps and opportunities for process improvement and drive their implementation where appropriate.
• Raise and mange tickets within the Ticketing tool ensuring regular updates occur and excellent ticket quality
• Understand and follow all support processes and procedures according to Service Delivery’s standards.
• Ensure documentation (checklists, operations manual etc.) are maintained and followed.
• Perform other administration duties / tasks as required by the Service Operations Manager.
• Train internal users on functionality changes as required.
• Provide superior customer service to internal and external customers by prioritising requests/incidents and advising customers of resolution/escalation.
• Act as a central point of contact regarding application-specific issues for all users via relevant contact centres and helpdesks (DCO).
• Ensure that service and system support requests are actioned in accordance with agreed Service Level commitments and business priorities.
• Provide guidance, assistance, coordination, follow-up and resolution on user queries.
• Understand performance expectations and KPI's. Work to meet and exceed these expectations.
• Take on the support of other systems/areas within Service Delivery at times when there is a staff shortage or skills gap.
• Understand the wagering products (backend & front end) intimately and how backend wagering systems interact with the front end.

Capabilities:

Personal attributes
• Work in an ITIL and fast paced environment
• Passionate about online, digital media and gaming
• Share experience and knowledge with colleagues, enabling others to learn and grow.
• Provide assistance and support to team members.
• Be approachable and willing to collaborate with others.
• Embrace change, and responsibility.
• Ability to learn quickly and take a proactive approach

Skills

• Level 1 & 2 technical support of wagering platform (backend & frontend)
• General problem solving skills and ability to think creatively
• Time management and prioritisation
• Work productively in a fast paced environment
• Highly developed written and verbal communication skills including the ability to present complex reports for management levels
Measures of Performance: • Achievement of Service Levels.
• Effective and timely communication during major business events and/or technology outages.
• Effective use of ticketing tool (Service Now) around the Incident, Problem, Change and Release spaces.
• Incidents & Problems are identified and followed up to ensure effective operations.
• Stakeholder feedback on satisfaction with operational / support aspects
• Improvement opportunities are identified, documented and implemented using a structured approach.
• Operational processes are documented, understood and followed by all business and technical stakeholders

Capabilities:

• Excellent problem solving skills and operational decision making
• Technical/Professional knowledge
• Customer focused
• Excellent verbal and written communications skills
• Ability to work and autonomously and in a team
• Identify, drive and implement continuous improvement activities

Qualifications & Experience:

• Minimum 12 months experience in an Operational / Applications Support role with Linux based systems and cloud computing (ideally AWS)- essential, with SQL skills
• Knowledge of front end digital environments including API, Web, iOS and Android - ideal
• Knowledge of betting Products
• Good general understanding of the IT industry, technology and key IT processes (ITIL), including incident, problem, change, release and the software development lifecycle.
• Tertiary qualification in Information Technology or similar discipline
• Demonstrated strong analytical and complex problem solving skills
• ITIL framework (Foundations Certificate)
• Use of Service Management ticketing tools such as ServiceNow
• Strong interpersonal, negotiation and influencing skills

Tabcorp UK is committed to creating an inclusive workplace where all our people feel valued for their unique qualities and have a sense of belonging. If you need assistance or adjustments to fully participate in the application process, please contact uk-recruitment@tabcorp.com.au

 

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Applications close: GMT Daylight Time

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