Systems Analyst

At Epic IT, we're more than just an Managed Service Provider – we're a dynamic team of IT professionals committed to driving technological excellence. Since 2006, we've been transforming Perth's IT landscape by putting our core values of enablement, leadership, and success at the heart of everything we do. Recognized as a CRN FAST 50 finalist in 2013, 2018 & 2024; we've consistently proven our ability to grow, innovate, and deliver exceptional IT solutions.

We believe in empowering our team to reach new heights. Our unique internal culture cultivates talent, encourages leadership, and celebrates success. When you join Epic IT, you're not just taking a job – you're embarking on a career journey with a company that's passionate about technology, committed to our people, and dedicated to making a real impact in the IT industry.

Looking to be part of a forward-thinking team that's reshaping IT solutions in Perth? Epic IT is your destination for professional growth, cutting-edge technology, and meaningful work.

We're looking for an Systems Analyst to join our team in Perth, supporting the day-to-day operation of our internal AI platform tooling and our client-facing management portals. This is a hands-on support and administration role suited to someone who enjoys troubleshooting, configuration, and keeping critical systems running smoothly for internal and external users. 

1. Request intake and system analysis 

• Receive change requests raised by Epic IT staff through the Requester change management platform, as allocated. 

• Work with the person raising the request to clarify the outcome required, and document that requirement as a specification. 

• Evaluate the processes and methods used in the existing system to establish what change is needed to meet the stated need. 

• Identify inefficiencies, gaps or risks in existing configurations and raise recommendations with the senior engineers. 

2. Proposing and specifying system changes 

• Review existing MCP connector, gateway and platform components against the user needs expressed in each request and supporting documentation. 

• Propose modifications, additional system components or new configurations to meet those needs. 

• Develop functional specifications for each change, covering the permission scopes, data mappings, access boundaries and system behaviour required. 

• Submit specifications for review and approval by the AI platform lead or the relevant system owner before any change is applied. 

3. Deployment of approved solutions 

• Apply approved configuration changes under the direction of the senior engineers. 

• Test each change against the original request and confirm the outcome with the person who raised it. 

• Record the outcome and close out the request in Requester in line with Epic IT change management requirements. 

• Escalate to the senior engineers where a request cannot be met by configuration or falls outside approved scope. 

4. Analysis support to the AI platform team 

• Work alongside the senior engineers on platform initiatives, providing analysis, configuration and testing support. 

• Assist with validation and verification of platform changes prior to release. 

• Process approved access and permission requests against the platform access policies set by the system owners. 

• Support the onboarding of new staff and teams onto the AI platform, including provisioning access against approved requests. 

5. Reporting and data analysis 

• Build and maintain Grafana dashboards and reporting drawn from the Epic IT data warehouse for internal and client-facing use. 

• Use data and process modelling to support reporting on platform activity, tool usage and agent performance. 

• Prepare analysis to support decisions made by the Solutions team and the wider business. 

6. Documentation and governance 

• Maintain accurate documentation of platform configurations, connector settings and access policies. 

• Keep documentation current within one week of any configuration change made or specified. 

• Ensure changes are recorded through the approved change management process and that activity is captured in audit logs. 

• Maintain records of client-specific configurations where work on client environments has been allocated.