Thinktank is one of Australia’s largest and fastest growing Residential and Commercial Property Non-bank Lender with a multi-office presence across Australia.
As an innovative, knowledgeable and established financial services provider with a reputation for professionalism and integrity, Thinktank focuses on building quality internal and external stakeholder relationships in support of our wide range of borrowers and investors.

KEY ACCOUNTABILITIES

• Assist the Application Support Lead in developing and ensuring adherence to Standard Operating Procedures (SOPs) and implementing best practices for achieving support objectives.
• Responsible for monitoring and responding to open tickets submitted through the Helpdesk.
• Progress issues and provide relevant information for troubleshooting or for clarification.
• Responsible for troubleshooting and escalation of tickets that cannot be resolved.
• Liaise effectively with skill groups, other team members or arrange for external technical support to ensure timely resolution of incidents
• Co-ordinate with external vendors to fix issues that cannot be fixed by the internal team or Helpdesk.
• Identify opportunities for process improvement and contribute to departmental initiatives.
• Responsible for improving and documenting the technical processes around application support (using Jira and Confluence).
• Work collaboratively with the team on change requests, managing issues and establishing priorities.
• Provide superior service by prioritising queries/requests and advising users of resolution/escalation.
• Ensure the performance of daily health checks of the applications.

SKILLS, QUALIFICATIONS AND EXPERIENCE

Essential

• Possess hands-on experience working in an application production support environment with strong recent experience in the Financial Services Sector and end-to-end knowledge of the loan life cycle.
• Possess demonstrated ability to provide customer support and deal with escalated customer issues.
• Strong problem-solving and analysis skills

Desirable

• Experience working in an Agile environment
• Experience with Salesforce
• Tertiary qualifications in a technical or business area

Personal

• Naturally curious and creative with a drive to put forward solutions to problems, as well as with a passion for innovation
• Proven ability to work effectively with internal and external stakeholders
• Resourceful, independent and energetic
• Strong motivation and intellect
• Strong analytical skills and high degree of numeracy
• Strong attention to detail
• Highly developed communication skills
• Proven ability to prioritise workloads and multi-task
• Excellent technical and organisational skills

As an Application Support Analyst, your role is to ensure the smooth operation of business processes by supporting critical applications and enabling users to perform their work effectively.
You will be responsible for delivering expert support services, assisting users in understanding and navigating the applications, and resolving issues as they arise. Your deep knowledge of system functionality will allow you to troubleshoot problems, respond to service requests, and address technical concerns efficiently and proactively.