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Applications Support Analyst

Pacific National

Location: North Sydney

Job Type: Full time


Application Support Analyst

  • Take ownership and manage Level 2 incidents end to end
  • Join a friendly and supportive team
  • Learn about train technology and obtain hands-on experience in the world of rail and logistics

About us

Pacific National (PN) is the largest provider of diversified rail freight services in Australia. We haul a variety of freight including coal, intermodal containers, steel, and a range of bulk commodities and materials that keep the region’s economy, businesses and households running. We are a company built on solid foundations and we are incredibly proud of the essential role we continue to play supporting Australia’s supply chain. At Pacific National, we take great pride in delivering our best every day and have a relentless focus on customer service and place safety above all else.

We operate nationally with approximately 3,500 staff in over 90+ sites across Australia. We respect and care for the communities in which we operate and continue to evolve our community engagement and strengthen relationships through partnerships and investment. We are focused on reducing the carbon emissions of our business, while also enabling the reduction of carbon emissions in the broader supply chain to support the National targets.

About the role

The Application Support Analyst role works as part of the Application Support team and is accountable for the day-to-day support of Pacific Nationals key operational system (TMS). This role requires an individual capable of working across a variety of applications which are closely integrated with the TMS system.

Key responsibilities include:

  • Daily Duties: Work as part of the support team Mon-Fri business hours and take part in the 24/7 afterhours rotating roster.
  • Providing technical support: You will assist customers in resolving complex technical issues that cannot be addressed by Level 1 support. This involves troubleshooting problems, identifying root causes, and implementing solutions.
  • Incident management: You will manage and prioritize incidents based on their severity and impact. You'll work to resolve incidents within agreed-upon service level agreements (SLAs) to minimize downtime and restore normal operations.
  • Escalation handling: When issues cannot be resolved at Level 2, you may escalate them to Level 3 support or other appropriate teams, while ensuring proper documentation of the problem and steps taken so far.
  • Knowledge base maintenance: You will contribute to the maintenance and improvement of the knowledge base by documenting known issues, solutions, and best practices. This helps in faster issue resolution and enables Level 1 support analysts to handle common problems.
  • Collaboration with other teams: You will collaborate with other IT teams, such as developers, system administrators, and network engineers, to address complex issues that require cross-functional expertise.
  • Training and mentoring: You may assist in training and mentoring Level 1 support analysts, sharing your knowledge and expertise to improve their technical skills and problem-solving abilities.
  • Continuous improvement: You will proactively identify opportunities for process improvements and efficiencies within the support workflow, suggesting and implementing changes to enhance the overall support experience.
  • Documentation and reporting: It is essential to maintain accurate and up-to-date documentation of support activities, incident resolutions, and any changes made. You may also generate reports to track performance metrics, such as response time, resolution time, and customer satisfaction.

About you

The successful candidate will have the technical ability to triage and solve customer requests in an efficient and timely manner. You will have the ability to prioritise support issues and problems to deliver the best level of customer support possible to the business. This role will be suited to a support analyst who is very customer focused and highly motivated to fix and resolve issues quickly. You will be a team player, that enjoys sharing your knowledge and working on a variety of applications and technologies.

Ideally the successful candidate will have:

  • Technical knowledge: Strong technical proficiency is essential, including a solid understanding of PL/SQL and Oracle database technologies, as well as experience supporting a wide range of applications.
  • Experience in technical support: Prior experience in a technical support role, preferably at Level 2. Able to demonstrate your familiarity with common support processes, incident management, and customer service skills.
  • Problem-solving abilities: The successful candidate should possess excellent problem-solving and analytical skills and be able to analyse complex issues, identify root causes, and develop effective solutions within given time constraints.
  • Communication skills: Effective communication is crucial. You should be able to communicate clearly and professionally with customers or end-users, understand their technical issues, and provide step-by-step instructions or explanations in a user-friendly manner.
  • Customer service mindset: A successful candidate should have a strong customer service orientation and a willingness to go the extra mile to meet customer needs. Patience, empathy, and the ability to handle difficult or frustrated customers with professionalism are essential.
  • Collaboration and teamwork: The ability to work well in a team is important, as you will need to collaborate with other IT teams and stakeholders to resolve complex issues. Being able to communicate and cooperate effectively with colleagues is crucial to success.
  • Time management and multitasking: Level 2 support analysts often handle multiple tasks and incidents simultaneously. Prioritizing effectively, managing time efficiently, and staying organized are vital to ensure timely and accurate support delivery.
  • Continuous learning: Technology is ever evolving, and a successful candidate should demonstrate a passion for continuous learning and keeping up with industry trends and advancements. This includes staying updated on new technologies, attending relevant training or certifications, and actively seeking opportunities for professional development.

The benefits

At Pacific National we value diversity, inclusion and the contribution of each team member. Our values underpin our commitment to create an inclusive culture where everyone is accepted and valued for who they are, enabling everyone to bring their authentic selves to work. When you join the Pacific National team, you’ll be encouraged to take ownership of your career and we’ll be there to support you with a range of exciting initiatives including:

  • Industry leading programs focussed on your growth and career development
  • Access to flexible working arrangements
  • Paid parental leave up to 12 weeks for primary carers at full pay after 12 months service
  • Opportunity to purchase additional annual leave
  • Provision of Salary Continuance Insurance
  • A focus on your mental health and wellbeing through our PeerConnect program
  • Access to our Employee Assistance Program, administered by Benestar, offering confidential counselling services for employees and their eligible family members, paid for by us at no cost to you
  • Access to Unmind, a digital platform that gives you access to tools, training and exercises that will support your mental wellbeing
  • Discounted fitness and wellbeing benefits with membership to WhereFit, our wellbeing benefits partner
  • Novated leasing and discounts on selected health insurance funds, travel, gyms, retail brands, vehicles and more.

We are proud to be a WORK180 Endorsed Employer for women, and you can visit our Work180 page, Pacific National | WORK180 Endorsed Employer to find out more including a list of all of our benefits and policies.

We are seeking applicants who share our values: Make it simple, Share more, Kindness, Gratitude, Curiosity, and Own it. These values help us achieve strong connections with everyone we work with, and play an important part in motivating us all to do our best work.

Pacific National is committed to diversity in our workforce. We aim to unlock the enormous potential that​ diverse teams bring to the workplace and encourage women and Aboriginal and Torres Strait Islander people to apply.

Closing date

Applications close on the 4th of June 2023

Next steps

Are you ready to be part of our future?

To apply, please click on the 'Apply' button below and follow the prompts.

To find out more about Pacific National, our benefits and opportunities we offer, visit our careers page:

Acknowledgement of Country

We acknowledge the Traditional Custodians of​ the land on which we work, live and rail.​ We pay respect to Elders past, present and future and to the​ continuation of cultural, spiritual and educational practices​ of all Aboriginal and Torres Strait Islander peoples.