Application Support Analyst

About UP Education

UP Education is a major education group across Australasia, offering foundation, vocational, and higher education programmes to both local and international students. The organisation is focused on helping students realise their potential and is recognised for being adaptable and responsive in a changing environment.

What makes the group distinctive is its people. The workforce brings together a wide mix of educational and cultural backgrounds, along with varied professional experience. A shared belief in the power of education to change lives and a commitment to making a meaningful difference in the communities they serve are central to the culture.

The organisation also places strong emphasis on staff development and encourages ongoing learning and growth.

Role Overview

UP Education is looking for a capable and driven Application Support Analyst to help support and maintain key business systems, including Student Management Systems (SMS), Learning Management Systems (LMS), CRM platforms, and other essential applications.

This position combines technical support, incident handling, system configuration, and project-related tasks. Based on the candidate’s background, the role may also include Domain Owner responsibilities for selected applications, acting as a technical escalation contact and subject matter resource.

The position offers variety from day to day and provides the chance to develop strong expertise in education-focused systems.

Key Responsibilities

• Deliver support, administration, and configuration services for SMS, LMS, CRM, and other core business applications.
• Work through service desk requests, diagnose issues, and resolve tickets in line with service level expectations.
• Check data accuracy and investigate problems with integrations.
• Prepare training resources and provide end-user training sessions.
• Work within established change, incident, and problem management procedures.
• Spot patterns and repeat issues, then help reduce future ticket volumes.
• Maintain positive working relationships with stakeholders and communicate clearly and professionally.

Additional Domain Owner Duties

• Take ownership of assigned applications by building detailed knowledge of the domain, related integrations, and system interactions.
• Act as a technical escalation point and support other team members with guidance and advice.
• Lead projects that arise from squad priorities or business needs.
• Participate in vendor-led updates, testing cycles, and release activities.
• Carry out security reviews, licence management, performance monitoring, and system-level configuration tasks.
• Create and keep updated knowledge articles, high-level integration diagrams, and operational playbooks for the application support team.
• Lead the technical response during major incidents and coordinate with vendors and developers as needed.

What You Bring

• A tertiary qualification in IT or a related field is preferred, although equivalent hands-on experience will also be considered.
• Exposure to software development ideas, application lifecycles, or development environments through work, study, or projects would be beneficial.
• Proven experience in application support, technical troubleshooting, or a similar position.
• Background supporting and administering enterprise applications such as SMS, LMS, CRM systems, or comparable business platforms.
• Experience with Microsoft Dynamics 365 CRM is an advantage.
• Experience with Azure Logic Apps, especially monitoring and resolving failed workflows, integrations, and data-processing issues, is an advantage.
• An understanding of educational processes and compliance requirements, or the ability to quickly build that knowledge, is valuable.
• Strong analytical thinking and problem-solving ability.
• Excellent stakeholder management and communication skills.
• Proven ability to juggle multiple tasks and priorities effectively.
• Experience with system integrations, vendor coordination, security principles, or technically leading work is highly regarded.

Why Join

• Flexible hybrid working, with 3 days in the office and 2 days working from home.
• A supportive team culture with a continued focus on training and professional development.
• The opportunity to contribute to an energetic team within a growing organisation.

Additional Information

Questions about identity are used to help the organisation better understand the diversity of applicants and support broader representation across its workforce.

The employer is committed to equal opportunity, fairness, and consistency throughout the interview process. Diversity and inclusion are actively valued and supported.

Location

This role is based in Auckland, New Zealand.