Application Support Analyst

UP Education is a leading Australasian dual-sector education group, delivering foundation, vocational and higher education to domestic and international students. At UP Education, we are on a mission: to elevate and empower students to unlock their potential. Known for our agility, and responsiveness to the changing world.  

What sets us apart from other tertiary providers? It is, quite simply, our people. Our teams come from a wide range of educational and cultural backgrounds and offer a broad diversity of professional experience. But we all have one thing in common – we are all firm believers in the power of education to transform lives and they all have the drive to make a significant impact in the communities with which they work. 

We believe learning should be defined by the exceptional and at UP Education we have an ongoing commitment to the development of our staff.  

To find out more about us, please visit https://www.up.education/ 

We are seeking capable and motivated Application Support Analyst to support and maintain our key business applications, including Student Management Systems (SMS), Learning Management Systems (LMS), CRM systems, and other critical platforms.

This role involves a mix of technical support, incident resolution, system configuration, and project-related work. Depending on experience, the successful candidate may also take on Domain Owner responsibilities for specific applications, acting as a technical escalation point and subject matter expert.

This is a varied and interesting role where no two days are the same, with opportunities to grow and develop deep expertise in our educational systems.

Core Responsibilities

• Provide technical support, administration, and configuration for SMS, LMS, CRM and other business applications.
• Respond to, investigate and resolve service desk tickets efficiently to meet service level agreements.
• Perform data verification & troubleshooting of integrations
• Create training materials and deliver user training.
• Follow change, incident, and problem management processes.
• Identify trends, recurring issues, and contribute to reducing future ticket volume.
• Build and maintain strong stakeholder relationships and communicate effectively.

Additional Responsibilities (Domain Owner)

• Act as Domain Owner for assigned applications — develop and maintain deep understanding of the domain, its integrations, and interactions with other systems.
• Serve as a technical escalation point and provide guidance to team members.
• Lead projects originating from squad or business requirements.
• Participate in vendor-driven updates, testing, and release activities.
• Conduct security assessments, license management, performance monitoring, and system-level configuration.
• Develop and maintain knowledge resources, high-level integration diagrams, and playbooks for the app support team.
• Lead technical response during major incidents, liaising with vendors and developers as required.

We welcome applications from candidates with a range of experience.

• A relevant IT or related tertiary qualification, or equivalent practical experience, is desirable. Exposure to software development concepts, application lifecycles, or development environments through previous employment, projects, or education would be an advantage.
• Demonstrated experience in application support, technical troubleshooting, or a similar role.
• Experience supporting and administering business applications such as Student Management Systems (SMS), Learning Management Systems (LMS), Customer Relationship Management (CRM) platforms, or similar enterprise applications.
• Experience with Microsoft Dynamics 365 (D365) CRM is advantageous.
• Experience with Azure Logic Apps, including monitoring and troubleshooting failed workflows, integrations, and data processing issues, is advantageous.
• Understanding of (or capability to quickly develop) educational processes and compliance requirements.
• Strong analytical and problem solving skills.
• Excellent relationship management and stakeholder communication skills.
• Proven ability to manage multiple tasks and priorities.
• Experience with system integrations, vendor management, security principles, or leading technical work is highly regarded.

Why work with us

• Flexible working with a hybrid work arrangement (3 from office, 2 from home) balancing between home and campus
• Supportive team environment with ongoing commitment to your training and development
• Fantastic opportunity to be part of an energising team and growing company

Questions about your identity help us appreciate the diversity of individuals looking to work with us, ensuring we’re attracting applications from people with identities and perspectives that are as diverse as our students. 

We are an equal opportunity employer. As part of our commitment to equity, we work to ensure a fair and consistent interview process. We celebrate diversity and we are committed to an inclusive work environment.