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.

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.