Senior Application Support Analyst

Boroondara, Australia
07 Apr 2018
End of advertisement period
23 Apr 2018
Contract Type
Full Time
  • Opportunity to be a part of a growing business focused on your development
  • HEW 8, $95,919 – $103,449 + 17% super
  • Full-time, Ongoing, Hawthorn campus 

About Swinburne 

Swinburne’s emphasis is on high quality, engaged teaching and research in science, technology, business, design and innovation – teaching and research that makes a difference in the lives of individuals and contributes to national economic and social objectives. 

About the job 

It is an exciting time to join Swinburne IT as we are in a period of growth and digital transformation creating great opportunities to innovate, contribute and own. Our strategic goal is to attract innovative, service focused and driven professionals to help mould the future of IT services at Swinburne University.

This position resides within the Student & Research, Application Run team in the Information Technology – Application Services and focuses on maintaining a high level of availability for its portfolio of application services, which underpin various University business processes and service thousands of University staff and students.

The aim of the team is to optimise operational efficiency for University staff and provide an excellent student experience. 

The team utilises Service Management principles and the ITIL framework across the areas of:

  • Incident Management - restoring service quickly when there is a disruption
  • Problem Management - preventing incidents from repeating
  • Change Management - applying changes safely and avoiding service disruptions
  • Service Request Fulfilment - enabling staff and students with system access and information
  • Environment Management - maintaining availability of production and non-production systems

In particular this role will be responsible for Service Transition and Operation of Oracle Service Cloud (OSC) CRM. The role will provide application administration and where necessary escalate issues to the appropriate areas within IT, the University as well as vendors. This role will oversee the establishment of OSC support processes and documentation. 

The Senior Application Analyst needs to maintain strong working relationships with other parts of the organisation to ensure effective and complete support of systems. In collaboration with members of the various University business units this position is responsible for driving a high standard of customer service to ensure recognition of, and responsiveness to, the needs of internal and external clients.  

Skills and experience 

To be successful in this role you will need to demonstrate the following:

  • Relevant qualifications and extensive relevant experience; or an equivalent combination of relevant experience and/or education/training.
  • Oracle RightNow / OSC certification and three or more years of Oracle RightNow / OSC or an equivalent combination of relevant work experience in this area
  • Demonstrated experience in software incident management and problem management including investigation, resolution and communication.

A full list of the selection criteria is available within the position description 


The diverse culture within Swinburne is a source of strength. We have an inclusive working environment with employees from a variety of backgrounds. We acknowledge that diversity in the university workforce increases the effectiveness of teams and our capacity for innovation. We welcome applications from Indigenous people, workers of all ages, people with disabilities, people who identify as LGBTIQ and those from culturally and linguistically diverse backgrounds.

We are proud to be recognised by the Workplace Gender Equality Agency as an Employer of Choice for Gender Equality 2017 and of key initiatives such as our Pride@Swinburne Strategic Action Plan and our Reconciliation Action Plan which are integral components of our 2025 vision to be world class university creating social and economic impact through science, technology and innovation. Swinburne has also received the Victorian “High Commendation” Multicultural Excellence Award (Business Category).

As a Swinburne staff member you will have access to many benefits such as career development opportunities including 50% study reduction and staff and management development programs. You will receive up to 17% employer contributions (pension) and various discounts on annual Myki cards, private health insurance and movie tickets. We also recognise the need to support the work/life balance and flexible needs of our staff. As such a range of flexible working arrangements including paid maternity/partner leave, onsite childcare, working from home and part time options are available.

To find out more about the extensive benefits offered to Swinburne employees please visit: 

Further information, contacts and support 

To start an application click on 'apply' at the bottom of this page and submit a resume, cover letter and response to the Key Selection Criteria, as listed in the Position Description.

Please do not email or send paper applications, all applications must be submitted online.

For further information about the position, please contact Grant Fink via email at 

If you are experiencing technical difficulties with your application, please contact the Recruitment team on +61 3 9214 8600 (option 2).

Should you require further support for an interview due to special needs or consideration, please contact our Diversity Consultant, Dr. Walter Robles, on, or our Aboriginal and Torres Strait Islander Employment Officer, Sherrin Trautmann on 

Applications close at 5pm, Monday 23rd April 2018