About Us:

WorkBuddy is a fast-growing provider of SaaS job management and field service solutions to medium-large sized trade, installation, maintenance and service businesses.

Our head office is in Sydney with a small dedicated team working across multiple countries, servicing our loyal customers across Australia, New Zealand and the UK.

About the role:

As an Application Support Analyst, you’ll play a crucial role in supporting our customers by troubleshooting & resolving issues and helping them utilise the full functionality of the system.

You will be working closely with business users to support a mission-critical business application, helping ensure smooth day-to-day operations, resolving functional issues, and contributing to system enhancements and testing.

We’re looking for a proactive and detail-oriented person, who enjoys helping users solve functional issues.

You’ll be curious, analytical, and comfortable working with business stakeholders to improve processes and increase system adoption.

Key Responsibilities:

Provide functional support to business users of the WorkBuddy Web App, Field App & Portals (chat, email & phone)

Provide application support for job management, contractor management and facilities management modules.

Triage and resolve application-related issues, escalating where necessary.

Maintain and update operational documentation and knowledge base articles.

Assist with system testing, release deployments, and user acceptance testing.

Manage application user access and reporting.

Work closely with clients, internal teams, and developers to enhance system functionality.

Deliver exceptional customer service, guiding users through best practices and system optimization.

Assist in system testing, upgrades, and documentation.

You’ll be working within as small team and have the chance to learn and grow in a dynamic environment.

About You:

The role is perfect for a self-starter who enjoys blending technical problem-solving with a passion for delivering exceptional customer service in a fast-moving SaaS setting.

We’re looking for an individual who:

Have a positive and proactive attitude.

Thrive in a fast-paced environment.

Have excellent written and verbal communication skills.

Have excellent stakeholder engagement skills.

Have great time management and organisational skills.

Essential:

Minimum 2 years’ experience in a business application support or functional support role.

Experience with issue triaging, root cause analysis, and user support.

Strong analytical and problem-solving abilities.

Proactive approach to issue resolution. Anticipates needs and takes initiative without waiting for direction.

Detail-oriented: notices discrepancies before they become issues.

Team player: thrives in cross-functional settings and openly shares knowledge.

Growth mindset: curious and eager to level-up technical and client-facing skills.

Familiarity with ITSM tools such as Intercom, Jira or similar.

Desired:

Experience in construction, trade, property maintenance or facilities maintenance industry (highly regarded).

Tertiary qualification in Information Technology / Business Systems or related field.

Experience in job management, facilities management or related business management systems.

Strong knowledge of accounting, finance, property or related business management systems.

Apply in confidence with CV and covering letter.

***NO AGENCIES***

For more information on this opportunity or to apply for this position, please contact us on 02 8002 9590 or [email protected]