{"id":2436463,"url":"https://alion.io/job/rldatix-application-support-analyst","title":"Application Support Analyst","company":{"id":2057778,"name":"RLDatix","domain":"rldatix.com","url":"https://alion.io/company/rldatix","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Career sitemap","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-13T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Melbourne, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":26000,"max_usd":73000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":814},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"MS SQL","optional":false},{"name":"Windows","optional":false},{"name":"Windows Server","optional":false}],"status":"live","first_seen_at":"2026-10-13T09:37:47Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-14T00:35:56Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"RLDatix is on a mission to transform care delivery worldwide, ensuring every patient receives the safest, highest-quality care. Through our innovative Healthcare Operations Platform, we're connecting data to unlock trusted insights that enable improved decision-making and help deliver safer healthcare for all.\nJob Description\nRLDatix (RLD) is on a mission to help raise the standard of care…everywhere. Trusted by over 10,000 healthcare organizations around the world, our solutions help improve health and care. Our applications ensure that patients receive the best and safest care while supporting the providers who deliver it.\nJoining TeamRLD means being part of a global effort of over 2,000 team members in making a difference in healthcare…every day.\nWe're searching for a Application Support Analyst to join our Customer Support team, so that we can continue delivering responsive, high-quality support to our customers and help them get the most from our solutions. Application Support Analyst will act as a frontline point of contact, resolving routine and semi-routine enquiries, managing and triaging support tickets, and escalating more complex technical issues when required.\nHow You'll Spend Your Time\nDeliver clear, responsive support to customers across phone and ticketing channels, providing prompt acknowledgement and effective handling of Level 1 enquiries.\nTroubleshoot routine and semi-routine customer issues, adapting standard solutions and guidance to individual customer requirements.\nGather and assess relevant information from customers to accurately identify technical issues and determine the appropriate resolution or escalation path.\nManage high-volume support queues, triaging and categorising tickets accurately while prioritising work based on urgency and established service procedures.\nEscalate more complex technical issues to higher-level support teams, providing clear documentation and relevant diagnostic information to support efficient resolution.\nUse knowledge base resources, documented procedures, support tools, and standard troubleshooting techniques to resolve common customer issues at first contact wherever possible.\nLeverage AI-powered systems, automation capabilities, and digital support tools to assist with initial triage and provide rapid resolutions for standard cases.\nApply foundational product and technical knowledge to support customers using RLDatix applications and associated platforms.\nIdentify recurring customer issues and process inefficiencies, sharing observations with the wider team to support continuous improvement of service delivery.\nMaintain comprehensive and accurate records of customer interactions, troubleshooting activities, resolutions, and escalations.\nWork collaboratively with colleagues across Customer Support and other technical teams to maintain consistent service levels and positive customer experiences.\nContinue developing technical and product knowledge to increase first-contact resolution and effectively support a broader range of customer enquiries.\nWhat Kind of Things We're Most Interested in You Having\n1-2 years of experience in a similar application support, technical support, or customer support role.\nExperience working with Microsoft SQL Server 2008 R2 or above.\nExperience working with Microsoft Windows Server 2008 R2 or above.\nExperience in IT Operations supporting a Windows enterprise environment.\nExperience supporting SaaS or enterprise-scale application infrastructure.\nExperience using Zendesk or a similar ticketing solution.\nA strong customer-service mindset, with the ability to understand customer needs and provide clear, responsive, and professional support.\nExperience managing, triaging, and prioritising support tickets within a high-volume customer support environment.\nStrong communication skills, with the ability to adapt technical explanations for different customers and situations.\nGood troubleshooting and problem-solving skills, with the ability to gather information, assess issues, and apply established solutions effectively.\nThe ability to work collaboratively as part of a team while taking ownership of individual customer enquiries.\nGood planning and organisational skills, with the ability to manage competing priorities and maintain consistent service levels.\nA flexible and adaptable approach, with an interest in learning new technologies, tools, and ways of working.\nIt would be great if you also have\nKnowledge of remote access technologies such as Citrix.\nTechnical knowledge across Networking, Security, Microsoft Technologies, and Hosting.\nRelevant technical certifications such as MCITP, MCSA, or VCP.\nExperience with IIS administration and diagnosis.\nExposure to payroll systems, including award interpretation and inbound/outbound integrations.\nBy enabling flexibility in how we work and prioritizing employee wellness, we empower our team to do and be their best.\nRLDatix is committed to providing equal employment opportunities and creating an inclusive workplace where everyone feels valued and respected. We welcome applications from people of all backgrounds, and do not discriminate on the basis of race, colour, religion, sex, sexual orientation, gender identity, age, disability, marital or family status, or any other protected attribute under applicable law.\nAs part of RLDatix’s commitment to the inclusion of all qualified individuals, we ensure that people with disability are provided reasonable adjustments throughout the recruitment process. 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