APS5 Systems Support Analyst

About this role

Reporting to an APS6 Team Manager, as an APS5 Systems Support Analyst you will support the performance, reliability and continuous improvement of contact centre systems in a complex, high-volume operational environment. You will work with stakeholders and technical teams to ensure systems are fit-for-purpose, aligned to business needs and support effective service delivery.

This role supports staff operating in fast-paced and at times psychosocially demanding environments, and contributes to building capability, confidence and resilience across frontline teams. It requires strong organisational skills, sound judgement, and the ability to respond to competing priorities.

Responsibilities of the APS5 Systems Support Analyst may include:

• Provide technical support for contact centre platforms (e.g. CRM and Genesys), including troubleshooting issues and monitoring system performance. • Manage system configurations and maintain data structures and reporting tools aligned to business requirements. • Administer user access, onboarding and system activities (e.g. campaign configuration and directory updates). • Support system testing and post-release activities, including user acceptance testing (UAT), regression testing and hyper care periods. • Perform quality assurance activities to maintain data integrity and system reliability. • Monitor system performance and analyse trends, providing insights and recommendations to improve functionality and user experience. • Engage with stakeholders and technical teams to gather requirements, provide advice and support system enhancements. • Contribute to continuous improvement, including process optimisation, knowledge management and development of training materials.