We're looking for an Application Support Analyst to join our Service Operations team on a 12-month secondment with an immediate start date.

As our Application Support Analyst, you will be responsible for delivering quality technical support services to our customers, with a particular focus on WorkCover claims and policy systems.

About the role:

• Own and drive the resolution of technical issues impacting WorkCover systems, including critical outages
• Apply sound judgment in prioritising technical issues and customer requests
• Develop risk-based implementation strategies for customer change requests and system maintenance
• Build comprehensive knowledge of WorkCover business processes to enhance service delivery
• Create and document standard procedures for Service Desk team members
• Participate in after-hours on-call duties to ensure business continuity
• Collaborate with Digital and Technology teams to improve customer delivery outcomes
• Contribute to technology roadmaps and continuous improvement initiatives
• Provide exceptional customer service across all interactions

A bit about you:

• Tertiary qualification or equivalent experience
• 3+ years of experience in a technical support role
• Sound technical experience with claims and policy systems and infrastructure services
• Advanced working knowledge of CPIS (highly regarded)
• Experience with HP Service Manager or similar Service Operations tools (highly regarded)
• Knowledge of ITIL processes
• Excellent customer service and interpersonal skills with strong attention to detail
• Well-developed verbal and written English communication skills
• Proven ability to work collaboratively in virtual teams and coach others
• Strong planning and decision-making capabilities
• Mandatory requirement: Availability to participate in rotational out-of-hours on-call roster (allowances apply)

The Application Support Analyst position description is available on the intranet.

This role is graded at Award Grade 3. If you have any questions about this opportunity, please contact Mark Hind, CPIS Applications Support Lead.

Applications close Wednesday, 2^nd July Prior to applying, please discuss your intent to apply with your leader and take a look at our expression of interest tips.

We are committed to ensuring WorkCover reflects the diversity of the Queensland community. We welcome applications from First Nations peoples, members of the LGBTQIA+SB community, people of all ages, people who are neurodivergent, people with disability, and people from culturally and linguistically diverse backgrounds.

To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our recruitment team during your conversation with them.