Posted a month ago
Description
Overview
Incident Analyst Level 2 — Canberra, Australian Capital Territory, Australia. Initial 6 month contract + extensions. The role involves investigating and resolving application and product-related issues with a strong focus on analysing information within the database. You will work closely with stakeholders and technical teams to ensure timely resolution of incidents, data accuracy, and a seamless end-user experience.
Key Responsibilities
- Investigate and resolve product issues reported by users or internal teams, with a focus on database-level troubleshooting.
- Run SQL queries to validate, analyse, and correct data issues (e.g. missing user profiles, incorrect data associations, access issues).
- Liaise with product managers, developers, and other technical teams to diagnose root causes and implement appropriate solutions.
- Log, track, and update incidents and service requests using tools such as Jira, ServiceNow, or Zendesk.
- Contribute to incident documentation, support procedures, and knowledge base articles to enable consistent handling of recurring issues.
- Escalate critical or complex incidents to appropriate technical teams with clear supporting evidence and analysis.
- Assist in identifying data patterns or systemic issues and suggest improvements to prevent recurrence.
- Participate in testing of product fixes, database patches, and feature releases as required.
Skills & Experience
- Level 2 experience in an Application Support, Technical Support, or Product Support role.
- Proficiency in SQL with the ability to write and interpret queries to retrieve and analyse data.
- Understanding of relational databases (e.g. PostgreSQL, MySQL, SQL Server).
- Strong analytical and problem-solving skills with attention to detail.
- Experience using support ticketing or incident tracking systems (e.g. Jira, Zendesk, Freshdesk, ServiceNow).
- Excellent written and verbal communication skills, with the ability to explain technical issues to non-technical audiences.
- Ability to work independently and manage multiple incidents and tasks effectively.
- You must have an NV1 Clearance to be considered
For more information contact, Melissa Haddad at
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