Sr. Application Support Analyst

The Role

We are a global animal health technology and services company dedicated to advancing the world of veterinary medicine. We have a long history of innovation, continuous improvement, and excellence in customer service to our vet and veterinary practice clients. We’re bringing together products, services, and technology into a single platform that connects our customers to the solutions and insights they need to work best. Our passion for the well-being of animals and those who care for them drives us to advance the world of veterinary medicine.

We are currently seeking interest for the role of Senior Application Support Analyst to be based at our Eight Mile Plains office.  You will provide hands on application support to our vet clinic customers as well as working closely with the Manager, Customer Experience to manage and resolve escalated customer support cases that may have a high degree of complexity and/or urgency including management of cases relating to corporate customers or liaising with stakeholders from key accounts. There is an expectation that this role will engage with internal teams to escalate issues where required and provide mentoring to other support team members to increase their knowledge and capability.

Your primary responsibilities will include: 

• Actively monitor and manage escalated support cases with urgency; engage with other team members and internal resources to ensure swift resolution.
• Engage with stakeholders from enterprise and corporate customers in a professional manner whilst keeping management informed of any potential blockers to resolution.
• Whereby cases are unable to be solved by support, ensure effective escalation to internal departments with detailed documentation of replication steps required to further troubleshoot escalated issues.
• Liaise with product and engineering team members to monitor the status of escalated queries and provide external stakeholders with regular updates.
• Assist with technical services, implementations and customer success projects including but not limited to tasks relating to migrations, partner integrations and licensing.
• Provide mentoring and guidance to junior support staff to increase knowledge in the team and enable faster resolution of cases in future.
• Facilitate training of internal staff on new functionality and assistance in documenting release notes/knowledge base articles
• Continuously monitor support case queues and assist team members where possible.

About You

To be successful you will have;

• Bachelor of Information Technology or equivalent industry experience and ITIL experience is desirable.
• Good knowledge of administering SQL Server, SQL query formats & debugging skills.
• Experience with supporting an enterprise wide application including hardware, operating systems, server environments and infrastructure configurations.
• Expert at working through problems in a logical way & ability to think outside the box based on experience and knowledge.
• Experience with understanding Integrations.
• Experience and understanding of basic Azure portal features.
• Well-developed interpersonal and communication skills to consult with a variety of technical and non-technical stakeholders at all levels of an organisation including external clients and management teams.
• A solutions focus with the ability to tailor solutions to customer requirements.

Why Join Us? 
At Covetrus, we’re proud of our family friendly culture and respectful workplace. We embrace diversity in our workforce and encourage applications from like-minded persons from all walks of life. Covetrus team members are eligible to access a suite of fantastic benefits, to help them look after themselves, their family and their beloved pets. These include –

• Generous discounts on our range of animal health food & enrichment products.
• Access to Perkbox/Boost apps for discounts on everyday shopping & amazing health & wellbeing resources.
• Additional leave benefits – annual birthday leave, paid parental leave, & the option to purchase additional leave.
• Flexible hybrid Work From Home options & dog-friendly offices (select roles and locations).
• Free 24/7 access to our Employee Assistance Program.
• Reward & recognition through our quarterly Values Awards and our Service Anniversary Awards.
• Professional development through our Leadership Development & Emerging Leadership courses.
• Access to annual flu vaccinations.
• Annual volunteer days.

Covetrus is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.