Application Support Analyst

Apply here: https://recruitcrm.io/apply/17871275110560066047SYZ

Job Brief

We are seeking a proactive and skilled Application Support Analyst to join our team, focusing on providing first-level and second-level operational support for a SaaS curriculum management platform used by universities and higher education institutions across Australia, New Zealand, and the United Kingdom. This role sits within a three-tiered support structure and is pivotal in managing incidents, service requests, and change requests across our core platforms, including ServiceNow and AWS.

The ideal candidate has genuine application support experience within a SaaS or software company, is comfortable owning tickets from initial investigation through resolution, and can work effectively across time zones with an Australian and UK customer base.

Responsibilities

Operational Support and Analysis

• Provide first and second-level triage for service requests, incidents, and change requests raised by university clients
• Own tickets end to end, from initial investigation through resolution, escalating to development or technical teams only after thorough initial investigation
• Support outage and incident coordination, including determining impact and severity, and providing timeline updates until resolution
• Understand and respect the boundaries between L1 and L2 support scope within the escalation process

Platform Administration

• Perform configuration and administrative tasks within ServiceNow, including updates to labels, templates, and reference data
• Support AWS-based modules of the platform
• Assist with data refresh processes, including planning, testing, and executing changes safely between production and testing/UAT environments
• Support platform rollovers and version upgrades

Testing and Quality Assurance

• Reproduce and document reported issues, including steps to recreate, environment details, and expected versus actual outcomes
• Raise and track bug tickets through Jira, and retest fixes once returned by developers
• Support UAT and regression testing as part of release cycles

Reporting and Documentation

• Prepare regular reports on ticket volumes, SLA performance, backlogs, and recurring issues for internal stakeholders
• Maintain accurate documentation and contribute to knowledge base articles and process updates

Continuous Improvement

• Identify opportunities to reduce repetitive workload through automation (for example, ticket triggers or workflow rules)
• Contribute process improvement suggestions based on recurring issue patterns

Requirements

• Bachelor’s Degree in Engineering, Science, Computer Science, or a related technical discipline.

• Demonstrated experience providing application support within a SaaS or software company, not solely internal enterprise IT support

• Hands-on experience with ServiceNow, including administrative or configuration-level tasks

• Working knowledge of Jira for ticket and bug tracking

• Strong written and verbal communication skills, with the ability to work with both technical and non-technical stakeholders

• Comfortable working flexible hours to support Australian time zone customers, with potential overlap into UK hours

Desirable

• Experience supporting clients in the higher education or university sector
• Exposure to AWS
• Familiarity with Zendesk, including workflow, trigger, and automation configuration
• Basic exposure to APIs (for example, using Postman) and JSON
• QA or testing background, including manual and regression testing
• Google Workspace familiarity
• Prior asset inventory experience (for example, using SAP)

Software Expertise

• ServiceNow (administration level)
• Jira
• AWS (working knowledge)
• Zendesk (implementation/administration a plus)
• Google Workspace

Education

• A bachelor’s degree in a technical field is required, with advanced certifications in relevant platforms (e.g., ServiceNow, AWS) preferred.

Time Zone: Australian Business Hours

Applicant Location: Must be Filipinos living in the Philippines

About Outdesk

Outdesk is the collaboration of Filipino and Australian professionals who shared a common goal to deliver a better offshore staffing solution to the SME market. We wanted to make it easier for businesses to engage, implement & manage a Philippines based staff member.

Employee Benefits

• Paid Leave

• 13th Month Pay

• SSS

• Philhealth

• Pag-Ibig

• BIR

• HMO