Do you want to be part of using the business of banking as a force for good? Do you want to create positive impact for people and the planet? Bank Australia is the bank for people who want to be part of a movement creating a fairer and more just world.

We’re growing fast as more people choose to align their banking with their values. We’re a customer owned, B Corp certified bank. We empower our staff and 185,000+ customers to be part of the clean money movement.

We currently have a permanent, full time opportunity for an Application Support Analyst to join our highly collaborative and professional Project Management department within our growing Transformation Division. The successful candidate will be based in our head office in Collingwood and will report to the Program Manager.

This position will assist in the planning and delivery of all necessary requirements to ensure the right support processes and documentations are in place to support the business’ post project implementation. The Application Support Analyst will act as an application subject matter expert, serving day to day application issues, working with both internal teams as well as vendors, and prioritising and revolving issues within the agreed service level timeframes.

Why join us

• We have big plans to become Australia’s most trusted bank and a leading purpose-driven business.
• As a certified B Corp, we’re part of a global business community who meet the highest social and environmental standards, putting purpose over profit.
• Every role and person in our bank is essential to bringing our values, purpose and aspiration to life.
• We offer flexible working options, competitive salary and 12% super.
• Our staff have access to a range of meaningful benefits to support their physical and mental wellbeing including 24/7 free counselling, free flu vaccinations and discounted gym memberships.
• We also support staff with study assistance, paid parental leave (regardless of gender), volunteer, bereavement, gender affirmation and family violence leave; and the opportunity for bonus annual leave
• We support our staff to grow their careers through learning and development and an organisational culture where we reward and recognise innovation and values, not long hours
• We are committed to building an inclusive culture and a diverse workforce that reflects the Australian community.
• We are the first bank in the world to care for a conservation reserve – where we work with key partner organisations to protect threatened species and involve staff in conservation

What you will be doing

• Support project planning, elicitation and management of support requirements throughout the project lifecycle
• Act as the support conduit between projects and business lines, assessing impact and responding through support activities to ensure successful adoption of the solution delivered
• Ownership of the support function of the solution delivered, acting as the point of contact and ongoing subject matter expert for the business
• Provide day to day operational level 2 support of the bank productionised applications • Working with vendors to work through level 3 support matters, providing considered analysis and management of issues to deliver changes or fail/fix solutions
• Mature and improve the application support function within the organisation, including the formalisation of support SLAs of new applications on-boarded
• Ensure problem prevention methods are continually applied to improve service levels.
• Management end to end support engagement and expectations of business lines request
• Own business support documentation, support impact assessments, process mapping, procedure documentation and improvement
• Assist the projects delivery team in the delivery of change to the business, through the design and execution of operational support mechanics to ensure business adoption of the delivered solution
• Comfortable in working with business lines to support any required transition support workshops, to provide confidence on the solution delivered • Assist, when required, support of business testing functions of project delivery.

What you will bring

• Experienced working as an Application Analyst/Support role for support in business critical applications
• Experienced working as a Business Analyst and Process Analyst
• Experienced in the downstream application support of technology based projects, and the transition of support and handover to business operationalisation
• Working knowledge of cloud technologies
• Experience and knowledge in maturing and improving supporting functions
• Understanding of Agile delivery methods to better support project delivery with business and technical support of handovers
• Demonstrated experience in designing and executing support mechanics
• Experience in working with technical and non-technical teams from a support function perspective
• Strong understanding of support function mechanics and role it plays in supporting delivery transition to business day to day operations.
• Strong business service focus to ensure that all project delivered solution are well supported
• Business operations minded, with a strong drive to meet business expectation within the assigned application support SLA’s
• Experience with the use of confluence documentation tools to document support functions and support process
• Demonstrable experience in utilising methods for delivering support function, including BPMN, support process mapping, support procedure documentation, activity base modelling, office modelling, value stream mapping, waste elimination and PDSA improvement techniques, and facilitating support workshops
• Strong analytical & problem-solving skills
• Effective planning, time management and management of conflicting priorities
• Experienced within financial services industry, such as banking, superannuation, insurance, would be highly desirable
• Commitment to Bank Australia’s purpose, aspiration, values and brand as well as the B Corp ethos.

By submitting an application you agree to Bank Australia’s Privacy Policy for applicants and confirm that you are legally able to work in Australia. Bank Australia is an equal opportunity employer committed to sustainable development. We encourage people from different backgrounds to apply, including Aboriginal and Torres Strait Islander people, people from different cultural backgrounds and people with disabilities because we want to reflect the diversity of our communities. We are committed to making reasonable adjustments to provide a positive, barrier-free recruitment process and supportive workplace.

Bank Australia reserves the right to withdraw this advertisement at any time. Candidates will be progressed as applications are received, rather than after the advertisement closure date. If you wish to be considered, please submit your application as soon as possible. Please note, the successful candidate will be subject to satisfactory background checks including but not limited to police and previous employment.