Senior Support Analyst

South Eveleigh, NSW, AU, 2015

You crave a career that pushes you, where you'll meet challenges head on and you're guaranteed to grow. 

If finding complex technological solutions is your game, we've got the team for you. You're going to help us create seamless operations that result in efficiency for millions of customers. 

In this role, you'll:

At Transport for NSW, our technology teams play a critical role in supporting the systems that enable safe, reliable and efficient transport services across the state. We're looking for an experienced Senior Support Analyst to provide advanced technical expertise across critical transport management systems and motorway applications.

In this role, you'll be responsible for ensuring the ongoing performance, availability and reliability of business-critical applications while leading the response to complex incidents in a fast-paced operational environment.

You will provide expert-level troubleshooting and resolution for complex application and platform issues, monitor and optimise the performance of critical transport management systems, and lead incident response activities including root cause analysis for major outages and service disruptions.

Working closely with internal stakeholders and technology vendors, you will help deliver system enhancements, upgrades and continuous improvements while ensuring compliance with security, safety and operational standards. You will also support the integration of new technologies into existing operational platforms and act as an escalation point for complex technical issues.

A key aspect of the role is developing and maintaining technical documentation, operational procedures and support processes, while providing mentoring and guidance to junior support analysts to build capability across the team.

For more information on this position and business unit, view the role description and information pack.

About you

You are an experienced technology support professional with a strong background in managing and supporting critical applications within a complex operational environment. You are calm under pressure, highly analytical and capable of balancing operational priorities while delivering excellent customer outcomes.

You will demonstrate:

• Extensive experience supporting enterprise applications and technology platforms, ideally within transport, infrastructure or other mission-critical environments.

• Strong knowledge and practical application of ITIL processes, incident management and problem management frameworks.

• Experience using monitoring and diagnostic tools to identify, investigate and resolve performance issues.

• Outstanding troubleshooting and problem-solving skills with the ability to identify root causes and implement sustainable solutions.

• Strong stakeholder engagement and communication skills, with the ability to collaborate across technical and non-technical teams.

• Experience working with vendors and service providers to deliver support and enhancement outcomes.

• Relevant tertiary qualifications in Information Technology or a related discipline.

• A proven ability to manage critical incidents and minimise disruption to business operations.

• A commitment to continuous improvement, service excellence and operational reliability.

You'll thrive in an environment where no two days are the same, where managing high-pressure incidents, supporting critical operational systems and driving continuous improvement directly contributes to keeping NSW's transport network moving safely and efficiently.

Who we are

Transport for NSW provides a safe, integrated, and efficient transport system. We connect people, communities and industry every day.  

Join us

Our workforce is as diverse as the community we serve. If you’d like further information on our inclusion and diversity initiatives, visit Transport careers.