Application Support Analyst


Did you know the demand for investing in financial products skyrocketed during COVID? In turn, the demand for digital customer onboarding, electronic identity verification and anti-fraud measures saw digital transformation journeys fast-tracked across the industry.

About LAB:

LAB Group’s core product, LABform, is successfully used across a number of areas of financial services including Banking, Stockbrokers, Superannuation and Pension Funds, Wealth Asset Management, Financial Advisers, Business and Property Lenders and Margin Foreign Exchange services. The technology simplifies complex processes to increase customer acquisition rates whilst reducing fraud, legal and compliance risk.

With tens of thousands of online applications processed each month globally and with continuous improvement through advanced analytics and implementations, LAB Group’s products and services continue to evolve to meet the demands of the market and improve the customer journey of the end user. 

Click here to learn more about LAB Group.

What is the role:

To help LAB Group continue to meet their high standards of customer support excellence, they are looking for an Application Support Analyst to join the growing team in Melbourne.    This role sits within the Technical Services team and aims to provide best of breed customer support ensuring customer issues are triaged, investigated, identified and resolved and in doing so deliver continuous improvement to their leading cloud-based software platform.


  • Triage and troubleshoot Tier 2 customer support issues that are escalated to you due to technical and/or business complexity
  • Review and interpret system configuration stored in a complex database schema to reconcile system configuration against reported or observed behaviour (strong SQL experience is a must for this role)
  • Design configuration changes in response to change requests and/or system behavioural defects in production and non-production environments
  • Engage and consult with customers to review and approve configuration changes prior to implementation in line with project timelines or deadlines
  • Ensure tickets, issues and tasks are appropriately tracked, managed and resolved within appropriate SLAs using existing service desk tools and systems (e.g. Salesforce Service Desk, JIRA, Slack)
  • Ability to review existing source code (C#, ASP.Net) to understand and/or troubleshoot system behaviour would be highly regarded
  • Preparing SQL, Excel and Tableau reports from complex underlying schemas  

Skills and Experience

  • Relevant tertiary degree or combination of desired experience and education
  • Excellent and proven problem solving and troubleshooting skills within a SaaS or software environment
  • Exposure to Atlassian product suite (Confluence, JIRA) or similar
  • Exposure to Salesforce Service Cloud, Zendesk support desk or similar
  • Excellent written skills and a good telephone manner
  • Extremely high attention to detail
  • Ability to work under pressure and strict timelines  

Other highly regarded but not essential skills

  • Programming (C#)
  • Software debugging and testing
  • Technical Business Analysis
  • Working in an Agile Scrum project environment
  • HTML/CSS/UX/branding/image manipulation

Why LAB Group:

LAB Group offers a fast-paced, dynamic work environment where employees have an impact. The company is growing quickly, so they like to work hard and have fun! Catered lunches, team-building events, extensive training in the latest technologies are just a few of the added benefits they offer as part of their culture. 

But what should excite you the most about LAB Group is the opportunity to be a key player in revolutionising the financial services customer acquisition industry and working with people who are excited and motivated to make a difference in an area that touches everyone’s lives.

  • Flexibility and agile working environment
  • Data driven culture
  • Be a part of the global movement that is regtech/fintech – LAB Group were finalists for the 2020 Australian regtech of year
  • Join LAB Group at this exciting time of accelerated but disciplined growth. Learn more

Curious to find out more?
Get in touch would love to hear from you.

Alecia Britz
[email protected]

Apply Now

Date Listed
[email protected]
Permanent / Full Time