IT Support Analyst

About the role

 

We’re looking for an experienced Application Support Analyst to join our Group IT team and act as the first point of contact for business-critical systems support across our financial services platforms.

In this role, you’ll provide frontline technical and digital support for core applications and production systems, ensuring issues are investigated, resolved, and communicated effectively. You’ll play a key role in minimising system downtime, improving service delivery, and collaborating across IT and business teams.

This is a hands-on, fast-paced environment operating within a 24x7 support model, offering exposure to complex systems and enterprise-grade technologies.   
 

Key Accountabilities and Main Responsibilities

• Provide 24x7 application and technical support across core business systems
• Act as the first point of contact for IT incidents and service requests from internal stakeholders
• Investigate and resolve production issues, system incidents, and integration problems
• Manage and prioritise service requests in line with SLAs and performance targets
• Work closely with developers, infrastructure, DBAs, and external vendors to resolve issues
• Perform scheduled operational tasks to maintain system stability and availability
• Support system enhancements and change initiatives by assisting with scoping and testing
• Apply patches, upgrades, and service packs to ensure systems remain supported
• Contribute to continuous improvement initiatives across processes and service delivery
• Maintain clear and concise incident communication and status updates to stakeholders
   

 

Experience & Personal Attributes

Must-Have

• Experience in application/production support within financial services
• Strong troubleshooting skills across enterprise systems and integrations
• Experience working with incident and service management frameworks (ITIL)
• Hands-on experience with ServiceNow or similar ITSM tools
• Solid understanding of SQL and issue investigation using data queries
• Ability to work in a 24x7 support environment (on-call and weekend roster)
• Strong communication skills with the ability to update stakeholders clearly

Nice to Have

• Knowledge of SOAP/web services and integrations
• Exposure to financial services domains (registry, trading, broking, superannuation)
• Basic understanding of network infrastructure and desktop environments and of active directory, MS Dynamics

Personal Attributes

• Strong problem-solving mindset with a structured approach
• Collaborative and team-oriented
• High level of accountability and ownership
• Customer-focused with a commitment to service excellence

Some of our Employment Benefits

• Flexible and Hybrid Working – enabling our employees to work in the office and at home
• Purchased Leave, Parental Leave, Volunteer Leave, Gender transition leave, Well-being leave
• Employee Recognition Program - to recognise people who are demonstrating our values and Company purpose. 
• Talent Referral Program
• Salary Sacrificing via Superannuation
• Employee Assistance Program
• Learning & Development - Development at your fingertips via self-paced learning, including educational assistance support
• Employee discounts – Access discounted rates and offers from a variety of providers including Bupa and Microsoft!

Culture at MUFG Pension & Market Services

We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive, and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of our company and together we will achieve our full potential.

We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.

How to apply

Ready to take the next step in your career? Apply now with your resume and detailed cover letter highlighting your skills, experience, and why you would be a good fit for the role. Candidates must have the relevant work rights to be considered for an opportunity at MUFG Pension & Market Services. Successful applicants will be required to complete background screening including police and employment history checks prior to commencement of employment