Applications Support Analyst- ENGIE Retail

• Power the future, together with ENGIE!
• Join our ENGIE Retail business!
• Hybrid & located at our Freshwater Place offices in Southbank

ENGIE is a global energy player with over 97,000 employees across more than 30 countries. All of our teams’ efforts are unified in support of the transition to a carbon-neutral economy, by providing innovative energy solutions to households, businesses and communities.

Our global ambition, as a pioneer of the renewable energy transition, is to champion carbon-neutral energies and achieve an affordable, reliable net-zero energy system by 2045.

Zero. You may think it’s nothing, but to us at ENGIE… zero is everything!

The opportunity:

Our retail energy business is at the forefront of low-carbon products, services and technologies, which help Australian households manage their energy bills and emissions.

Due to an internal move, we have a wonderful opportunity, for an Application Support Analyst to join our Application Support team in ENGIE Retail. You will report to the Applications Support Lead, ENGIE Retail, and work closely with various internal and external stakeholders.

The Application Support Analyst will support the efficient management of ENGIE applications, working with third-party vendors. This will include identifying and resolving incidents and problems, escalating as appropriate and administrative and maintenance tasks associated with the applications.

Your  success in this role will leverage excellent knowledge of ITIL and a passion for solving problems with an ability to prioritise. You will be proactive and possess a positive attitude.

 Responsibilities will include:

• Triage, troubleshoot, and escalate system application issues in an effective and timely manner
• Daily management of support queues and prioritisation of support requests; identify and implement solutions to application system incidents
• Track and document incidents, requests, and resolutions through the ticketing system
• Work with IT support teams and vendors to resolve critical incidents and service disruptions
• Lead incident investigations and implement work-arounds and solutions
• Be prepared to participate in a 24/7 roster with regard to incidents raised outside of business hours (1 week in every 8 weeks roster)
• Participate in the testing of new releases and updates to identify potential issues before production deployment
• Serve as a liaison between the application users and technical teams to communicate application-related issues and improvements

About you:

• Experienced working with ITIL
• Experienced working with customer service management and service desk platforms
• A high degree of analytical and problem-solving skills
• Advanced level in the use of various software applications
• A high level of time management

Hybrid working environment 

Next Steps:
If this sounds like the role for you, we welcome your application.

All applicants must have unlimited rights to work in Australia.

Please note we consider applications on an ongoing basis and therefore encourage you to apply at your earliest opportunity.

ENGIE is an equal opportunity employer, promoting diversity and committed to creating an inclusive environment for all. All applications are screened based on business needs, job requirements and individual qualifications, without any regard to origin, age, carer’s responsibilities, sexual orientation, gender identity, pregnancy, religion, marital status, health, disability or political opinions.  Aboriginal and Torres Strait Islander peoples, people with disability, people from diverse cultural and linguistic backgrounds and people of the LGBTIQA+ community are encouraged to apply. Our differences are our strengths!