Support Analyst

Our purpose
Our Why
Datacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow.

Our Team
This is an excellent opportunity, not to be missed You will be joining a fantastic team in our Internal Group Technology organisation who work collaboratively across teams and locations. It is a chance to be part of a group with a strong people, customer, and delivery focus.

Role overview
As an ERP Support Analyst you will be responsible for the management and administration of support issues and requests for our systems. You will need to work in collaboration with others across groups and teams to support all aspects of our service delivery. You will be managing a backlog of change requests and system issues, ensuring plans are in place and up to date, and the associated change processes are managed and followed. You will also work to resolve requests and issues, and complete basic system admin tasks for our systems. The role will be varied and dynamic, with lots of opportunities to add your own flavour and make improvements to how we operate and work together.

What you’ll do
- Service delivery and change processes for our support issues and requests
- Management and administration of a backlog and related service delivery plans
- System issues and requests data, ensuring the data is accurate and up to date
- Reporting to senior managers and our stakeholder groups and teams on our service delivery
- Owning and working with others to sufficiently resolve system issues and requests
- Basic system admin tasks
- Engagement with users at all levels in the wider Datacom group on their system issues and requests
- Change and release processes and procedures, overseeing and managing the end to end process
- Support the management and administration of system maintenance activities
- Provide guidance and advice within the latitude of established company policies, procedures and processes in order to resolve system issues and requests
- Be part of an effective team that works collaboratively toward achieving the organisations delivery goals
- Identify and implement opportunities for continuous improvement and build a culture of service excellence
- Display a high level of operational discipline, ensuring that Datacom processes, policies and procedures are followed and adhered to

What you’ll bring
- Excellent verbal and written communication skills
- Excellent customer relationship building and management skills
- Strong analytical and problem-solving skills
- Strong service delivery and user support experience and background
- Experience working with ERP systems desirable
- Experience with Atlassian - Jira, Confluence and Zephyr
- Desire and ability to learn fast on the job and through formalised training opportunities
- Technical mindset and passion for technology
- Strong desire and drive to make an impact and difference

Why Datacom?
Datacom is one of the largest suppliers of Information Technology professional services in New Zealand and Australia. As an ANZ company, we have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give us our unique culture and energy that you can feel from the moment you meet with us.
At Datacom, you'll be recognized and valued for your contributions. We're growing year on year and can provide career opportunity in a collegial and agile environment that empowers people and promotes innovation. We care about our people and provide a range of perks such as health insurance, employee discounts, social events, remote working, flexi-hours, and professional development courses to name a few. We operate at the leading edge of technology to help our largest enterprise organisations explore possibilities and solve their biggest challenges, so you will never run out of interesting new challenges and opportunities.
Here at Datacom we connect people and technology in order to solve challenges, create opportunities and discover new possibilities for the communities we live in.