About the role
We're looking for an experienced Application Support Analyst to join our Group IT team and act as the first point of contact for business-critical systems support across our financial services platforms.
In this role, you'll provide frontline technical and digital support for core applications and production systems, ensuring issues are investigated, resolved, and communicated effectively.
You'll play a key role in minimising system downtime, improving service delivery, and collaborating across IT and business teams.
This is a hands-on, fast-paced environment operating within a 24x7 support model, offering exposure to complex systems and enterprise-grade technologies.
Permanent role
Open to both Parramatta and Melbourne location
Key Accountabilities and Main Responsibilities
Provide 24x7 application and technical support across core business systems
Act as the first point of contact for IT incidents and service requests from internal stakeholders
Investigate and resolve production issues, system incidents, and integration problems
Manage and prioritise service requests in line with SLAs and performance targets
Work closely with developers, infrastructure, DBAs, and external vendors to resolve issues
Perform scheduled operational tasks to maintain system stability and availability
Support system enhancements and change initiatives by assisting with scoping and testing
Apply patches, upgrades, and service packs to ensure systems remain supported
Contribute to continuous improvement initiatives across processes and service delivery
Maintain clear and concise incident communication and status updates to stakeholders
About You




You're a proactive and analytical problem solver who enjoys working in a complex, high-availability environment.
You bring strong technical troubleshooting skills along with the ability to communicate clearly with both technical and business stakeholders.
Experience & Personal Attributes
Must-Have
Experience in application/production support within financial services
Strong troubleshooting skills across enterprise systems and integrations
Experience working with incident and service management frameworks (ITIL)
Hands-on experience with ServiceNow or similar ITSM tools
Solid understanding of SQL and issue investigation using data queries
Ability to work in a 24x7 support environment (on-call and weekend roster)
Strong communication skills with the ability to update stakeholders clearly
Nice to Have
Experience with TIBCO, Java/J2EE, JSP, WebSphere/WebLogic, Apache
Knowledge of SOAP/web services and integrations
Exposure to financial services domains (registry, trading, broking, superannuation)
Basic understanding of network infrastructure and desktop environments and of active directory, MS Dynamics
Personal Attributes
Strong problem-solving mindset with a structured approach
Collaborative and team-oriented




High level of accountability and ownership
Customer-focused with a commitment to service excellence
Some of our Employment Benefits
Adaptable and Hybrid Working - enabling our employees to work in the office and at home
Purchased Leave, Parental Leave, Volunteer Leave, Gender transition leave, Well-being leave
Employee Recognition Program - to recognise people who are demonstrating our values and Company purpose.
Talent Referral Program
Salary Sacrificing via Superannuation
Employee Assistance Program
Learning & Development - Development at your fingertips via self-paced learning, including educational assistance support
Employee discounts - Access discounted rates and offers from a variety of providers including Bupa and Microsoft!
Culture at MUFG Pension & Market Services
We are an inclusive employer whose people work collaboratively.
We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive, and their wellbeing is supported.
We know that diversity drives better client outcomes, continuous improvement, and growth.
Be part of our company and together we will achieve our full potential.
We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.
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📌 It Support Analyst (New South Wales)
🏢 MUFG Pension & Market Services
📍 New South Wales