Service Desk Analyst

Whether you’re working from home or on your way to the office, chances are you’re probably reading this because you’re seeking a new adventure, or you’re up for a new challenge. GROW Inc might just be that for you! 

So, who is GROW Inc? 
Founded in 2016, we’re the Australian FinTech success story you probably haven’t heard about. We’re solving big problems in the Superannuation and Managed Funds industry. The administration platforms (the software that tracks everything to do with your super) are built on things you or your parents would recognise from the glory days of 90’s computing.

How are we doing it?
We’re solving this by disrupting the wealth management industry with DLTA, our platform built on Distributed Ledger Technology which improves the financial wellbeing of Australians. We’re making Super more timely and information more accessible whilst enabling wealth management companies to offer more cost effective solutions.

We’re rebels with a cause. We’re authentic, diverse, and embrace our differences as we continue to put a dent in the universe. We know diversity of thought helps us to build better solutions for our customers which is why we encourage the entire GROW team to bring their whole selves to work each and every day. 

Defining and ensuring stakeholder issues are addressed

• Analysis of the Customer / Stakeholders problems and requirements

• Provides first line investigation and diagnosis and promptly prioritises and allocates unresolved issues as appropriate.

• Interprets user problems and identifies solutions and helps to implement these

• Effective escalation and management of complex and unresolved incidents

• Acts to respond to day by day operational needs assisting in  avoiding service disruptions and maintaining coherence to (SLA)

• Execution of required processes to ensure Quality outcomes in Member Servicing 

Incident Management and reporting

• Work effectively with the DevOps teams to ensure a robust process is in place for system monitoring 

• Coordination point when system incidents are incurred, contacting the appropriate on call staff when system monitoring identifies a degradation in service and provides up to date information to impacted stakeholders

• Review and assistance with the automation of scheduling tools to support fund compliance

Process Improvement 

• Maintenance and reporting of adherence to SLAS for P&T’s Service Desk Catalogue

• Contributes to creation and maintenance of support documentation

• Use data to review existing processes to understand: Bottlenecks, inefficiencies and where improvements can be made. The ability to connect repeated issues  and insights to effectively provide recommendations and improvements the wider P&T team to consider in future iterations

Other

• Proactively own development as a specialist

• Role model a commitment to continually evolving our risk culture as a differentiator for our people and clients

• Prior experience as a Service Desk Analyst, or similar role
• Strong communication skills, able to collaborate and communicate effectively with customers and stakeholders
• Excellent analytical and problem-solving skills
• Experience with Jira service desk
• Prior Financial Services industry experience
• Experience with tools like Jenkins and Postman

Why you’ll love working at GROW

• Health insurance for you and 1 dependent
• Government Contributions paid on top of salary
• Flexible, remote working environment
• Diverse, friendly, and transparent culture
• On-the-job learning and training

Looking for a job can be stressful and we don’t want you agonising over the wording of your cover letter, so don’t include one. Just make sure your CV is well-written and detailed enough so we can get a better idea of the type of person you are. Even if you don’t meet every single requirement, but you feel inspired to join our mission, we encourage you to send in your application. You never know, you could be the perfect person to join our team!

We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant