Support Analyst - For Connex

• Administer user access for applications
• Provide Production support and/or resolve incidents outside of business hours, including overnight and on weekends
• Join the 24/7 on call rotating roster.
• ITIL management, as per defined incident, problem and change management processes
• Manage incident/problem records through to completion.
• Manage and report on incident/problem reduction and hygiene.
• Gatekeeper for production (Protect the service).
• Perform 1st Level after hours support of the service on a rotating roster.
• Monitor application health status and further develop monitoring capabilities
• Produce documentation and reports
• Produce awareness change records for vendor, 3rd parties and technology partner deployments
• Coordinate with vendors and/or directly resolve incidents and problems
• Develop, test, and deploy fit-for-purpose software solutions. This includes enhancements, incident fixes, and on-going maintenance of systems.
• Maintain and expand the team s wiki site and knowledge base
• Manage and renew security certificates
• Liaise with vendors, business, and operational stakeholders
• Operate in an agile environment, creating and maintaining user stories
• Proactively identify, register and where possible mitigate risks relating to production systems or processes following the NAB risk management process.
• Ensure that all changes, internal and external, affecting acquiring do not lessen the availability, integrity, confidentiality, and supportability of our service.

Your Skills and Experience

• Mainframe experience including COBOL, JCL, DB2, and SQL
• Experience in creating a variety of documentation
• Experience in analysis, development, testing, deployment, and support
• Excellent analytical and problem-solving skills
• Strong time management skills, written and verbal communication
• It s preferable to have domain experience in transaction acquiring, issuing, and/or payments
• It s preferable to have an understanding of IT support processes (ITIL), including incidents/problems and change
• It s preferable to have experience with Connex but not essential