Senior Analyst Application Support

at  University of Otago

SKILLS AND EXPERIENCE/KĀ PŪKEKA ME KĀ WHEAKO

To be successful in this role you will have:

• Tertiary qualification in a relevant discipline or recognised qualification(s) appropriate to the role.
• Considerable demonstrated experience in the provision of customer focused information systems services, in a medium sized or complex organisation supporting enterprise-wide information systems; system administration; system integration; or general IT service delivery and support.
• ITIL Certification.
• Experience in administering, maintaining, and documenting enterprise and/or distributed systems.
• Experience with systems implementation processes and practices.

We pride ourselves on working as a team, so great team and interpersonal skills are essential (as well as a good sense of humour!).

ABOUT OUR TEAM/MŌ TE TĪMA

The Applications Support group within ITS is a team of skilled IT professionals focused on supporting and maintaining a wide range of applications and systems that power our administrative, operational, teaching and research functions used by the wider University of Otago community.
At the University of Otago, you would be joining the team responsible for empowering the future of New Zealand thinkers every day. You will be making learning easier for 21,000 students, setting 5,000+ staff up for success, and enabling the ground-breaking research which kick-starts innovations to benefit generations to come.
If you’ve been looking for a change or that next career step that allows you use your skills to make a real impact, this is truly it. You’ll join a passionate team, just as driven as you are to continuously improve our organisation and the environment for our students and staff. Plus, you will have constant backing if you’re looking to innovate, grow your skills and use them to help us create new and better ways of doing things.

THE ROLE/TE MAHI

In this role you will be the front-facing point of contact for customers and end users of information systems and the escalation point for others in the support team for large and complex systems knowledge and expertise.
You will take the lead when complex problems are reported both anticipate and be responsive to customers, business processes, operational needs, and issues; prioritise activities and manage client expectations.
In this role, you will have an opportunity proactively build and maintain strong collegial and collaborative relationships with internal customers particularly information system owners and users, AskOtago, IT Support Services (Shared Services) and IT Services Division colleagues.

With a focus on continuous improvement, you will:

• Analyse user requests and translate routine requirements into cost-effective design and configuration recommendations.
• Identify opportunities for automation or repetitive tasks and seek to optimise value adding support work.
• Provide Level II and above support, troubleshooting and problem resolution to users.
• Manage lifecycle changes to information systems and provide input to the enterprise architecture function for the effective management of information systems.

The University of Otago is New Zealand’s oldest University and is growing its digital capabilities to position for the future. To this end the organisation has modernised its Information Systems department with new roles and a mission it is to deliver future focused digital systems that will enable the organisation for the years ahead. Come and join a great team that helps the future happen.

• Make your mark in this key information systems delivery role.
• Experience in one of the country’s most complex IT environments.
• Great people and a collaborative IT culture.
• Awesome employee benefits, working from home and flexible work options.
• Competitive salary and 5 weeks annual leave

To be successful in this role you will have:

• Tertiary qualification in a relevant discipline or recognised qualification(s) appropriate to the role.
• Considerable demonstrated experience in the provision of customer focused information systems services, in a medium sized or complex organisation supporting enterprise-wide information systems; system administration; system integration; or general IT service delivery and support.
• ITIL Certification.
• Experience in administering, maintaining, and documenting enterprise and/or distributed systems.
• Experience with systems implementation processes and practices