Application Support Analyst

Job description

Job Description

He angituutanga: The opportunity 

We’re seeking a proactive and detail-oriented Application Support Analyst to join our dynamic team. 

You will need to have a strong technical background and a passion for solving problems, supporting users, and improving system performance.

You’ll be responsible for providing second and third level support for our business-critical applications, ensuring smooth operation and swift resolution of issues.

If you thrive in a collaborative environment and enjoy helping others navigate technology, we’d love to hear from you.

Key responsibilities include:

• Review, analyse, and resolve incidents and service requests in line with business priorities and impact.
• Maintain and support applications, systems, and services following change, release, and problem management protocols.
• Apply problem and priority incident management procedures to identify root causes, communicate with stakeholders, and restore services.
• Actively contribute to projects as a technical specialist, sharing best practices and ensuring BAU processes are established.
• Keep system documentation and knowledge base articles up to date, and communicate effectively with users and the Service Desk.
• Manage access control, onboarding/offboarding, and licensing for users, contractors, and vendors in compliance with security policies.
• Identify opportunities for system and process enhancements and contribute to strategic development.
• Promote awareness of digital services policies and procedures to support system integrity and continuity.
• Set and manage priorities to meet work objectives effectively.
• Collaborate with technical consultants, staff, and managers to resolve challenges and configure systems to meet evolving needs.
• Advocate for users by ensuring issues and enhancements are prioritized according to business outcomes.
• Communicate clearly with users about the status and resolution of issues and outages
• Provide advice and assistance as needed, attend meetings and workshops, and participate in internal and external user groups.

This is a full-time position, with flexible start and finish times and the option to work remotely for part of the week.

Oo puumanawa me oo wheako | Your skills and experience

• Relevant IT qualification or equivalent industry experience.
• ITIL certification.
• Experience in Level 2/3 application support.
• Experience working in an Agile environment with Azure DevOps.
• Experience in supporting Genesys Cloud.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook).
• Strong problem management and analytical skills.
• Excellent customer relationship management and communication abilities.
• Proven ability to work independently and collaboratively under pressure.
• Logical thinker with a passion for technology and career development.
• Skilled in managing sensitive and confidential issues with political awareness.
• Demonstrated success in building stakeholder relationships and resolving issues.
• Experience in local government (preferred but not essential).
• Track record of thinking differently, acting with integrity, working together, and making it happen.

He aha te wariu o te utu kaimahi? | What’s the salary? 

Salary range is from $83,665 to $98,430 dependent on skills and experience.

Ngaa waahi whakarato painga kei a maatou: What we offer 

• Flexible by choice; an award-winning flexible working policy.
• Opportunities for professional development.
• Two Wellbeing days per year.
• Free health insurance through Unimed including hospital/surgery grade cover and discounted.
  
  membership rates for family members.
• Free annual health checks and flu vaccination.
• Ability to purchase additional annual leave.
• Eye testing/glasses cost reimbursement.
• Discounted purchases from local businesses; gym memberships, cafes, dentists, hairdressers and many more.

Me Tono Inaaianei!: Apply Now! 

• Click apply
• ​Complete your application.

If you wish to include a cover letter with your application, please combine this in the same file as your resume and upload as a PDF file.

Alternatively, you can use the 'Write a message to the Hiring Team' text box.

Applications close on the: 03/11/2025

Note: We will be shortlisting as we receive applications.

Council is committed to honouring the principles of Te Tiriti o Waitangi/Treaty of Waitangi through its relationship with Kiingitanga, Waikato Tainui, mana whenua and maataa waka within Hamilton Kirikiriroa.

All candidates will be notified of the outcome on their application via email.

Short-listed candidates will be required to complete an interview process, reference checks and a criminal check.

Further background checking will be required when relevant to the role.

View more information about these checks, our commitment to the Privacy act and details for international applicants by 

It is important to us that we support you throughout our selection process (interview and assessments).

If you have any access needs during this process, let us know in advance so we can make sure these are met.

As a council, we believe in creating a welcoming environment where everyone feels valued and belongs.

We value inclusiveness (Kotahitanga) – we respect and value the unique perspectives, experiences, and talents that everyone brings.

This role is being sourced directly.

If/where Hamilton City Council requires the support of a recruitment agency, we will seek this support from our panel of selected agencies.

Hamilton City Council will not be responsible for, and will not pay, any commissions, fees or other payments related to unsolicited contact.

Required Skill Profession

Computer Occupations