Application Support Analyst

In a nutshell

This gig is all about ensuring, monitoring the smooth operation and continually improving all the organization’s applications and software systems. It will involves collaborating with various departments, troubleshooting technical issues, and maintaining a high level of customer satisfaction. This is a crucial role in enhancing the overall efficiency and effectiveness of the IT services.

A day in the life

• Provide first-level technical support for end-users experiencing application-related issues, including troubleshooting, problem identification, resolution, and escalation as necessary.

• Collaborate with cross-functional teams, including developers, system administrators, and business stakeholders, to diagnose and resolve complex technical problems in a timely manner.

• Understand how our membership management system works.

• Monitor the performance and availability of applications, promptly identifying and addressing potential issues to ensure uninterrupted service.

• Manage and prioritize support requests through a ticketing system, ensuring accurate documentation and timely resolution.

• Develop and maintain a thorough understanding of the organization's applications, configurations, and processes to effectively address user inquiries and provide accurate solutions.

• Coordinate with external vendors and third-party support teams to resolve issues and ensure optimal functioning of third-party applications.

• Assist in the implementation of application updates, patches, and enhancements, ensuring minimal disruption to users while maximizing system performance.

• Contribute to the creation and maintenance of support documentation, user guides, and knowledge base articles to empower users and streamline support processes.

• Collaborate with the IT team to identify opportunities for process improvement, automation, and efficiency gains in application support and management.

• Participate in on-call rotations to provide after-hours support when necessary.

To land this gig… and your ongoing mindset

• Bachelor’s degree in computer science, Information Technology, or related field, or equivalent work experience.

• Proven experience (1-3 years) working in application support or a related technical role.

• Strong knowledge of software applications, web applications (.net), operating systems, and database systems.

• Microsoft SQL Server experience is Mandatory.

• Proficiency in troubleshooting technical issues, analysing logs, and diagnosing problems effectively.

• Excellent communication skills, both verbal and written, with the ability to convey technical information to non-technical users.

• Experience with ticketing systems like Freshdesk, Service Now, BMC required and IT service management practices.

• Ability to work collaboratively in cross-functional teams and independently as needed.

• Strong analytical and problem-solving skills, with a keen attention to detail.

• Adaptability and willingness to learn about new technologies and applications.

• IT certifications (e.g., ITIL, CompTIA A+, Microsoft Certified: Azure Fundamentals) are a plus.

• Familiarity with scripting languages or automation tools is a plus.

What success looks like

• Be Yourself – be who you really are

• Go Together – work together as one team

• Work Hard – jump in and get your hands dirty

• Dream Big – reach for the sky

And the additional key result areas for you…

• Brand Standard – be the ambassador to VA DNA

• Employee Experience – connect and collaborate with stakeholders… in a way that maximises employee engagement

• Member Experience – champion the member experience to maximise love levels

• Financial Performance – surpass profit expectations, boost memberships and control consumables

What we offer you

• One of the world’s most recognised and exciting brands

• A culture that’s all about making exercise irresistible

• Performance incentive and a place on the management team

• A free membership for you (and your buddy) to workout at our clubs

• Discounted personal training

• Special deals with our retail and service partners

• Work/life balance with flexible options

• Paid parental leave to spend time with your new little human

• Regular personal and professional development

• Confidential 24-hour support via our employee assistance program

• Fun. It’s part of our success. We prefer smiles to graphs. We like to be human rather than corporate.