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Application Support Lead
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Application Support Lead

Thinktank -
Sydney NSW

Apply Now

Job Details

2 days ago

Benefits

Annual leave

Qualifications

Jira
Incident management
Salesforce
IT service management
Analysis skills
Confluence
Financial services
Application support
Leadership
Communication skills

Full Job Description

Thinktank is one of Australia’s largest and fastest growing Residential and Commercial Property Non-bank Lender with a multi-office presence across Australia.

As an innovative, knowledgeable and established financial services provider with a reputation for professionalism and integrity, Thinktank focuses on building quality internal and external stakeholder relationships in support of our wide range of borrowers and investors.

Role Overview

As the Application Support Lead, you will play a critical leadership role in ensuring the stability, performance and continuous improvement of Thinktank’s business-critical applications. Reporting to the Application Support Manager, you will lead a team of Application Support Analysts while remaining hands-on in managing incidents, service requests, problem resolution and application performance across Salesforce and related platforms.

Working closely with Technology, Credit, Sales, Finance and external technology partners, you will drive operational excellence, uplift service delivery, mentor team members and help shape the future of Application Support within a growing and innovative business.

Key Accountabilities

Lead the resolution of Salesforce application incidents and service requests, ensuring high service standards and SLA performance
Take ownership of the Helpdesk function, monitoring service performance and driving continuous improvement
Provide Level 1 and Level 2 support across Salesforce, MuleSoft and related business applications
Lead problem management and root cause analysis activities to identify and resolve complex technical issues
Mentor and develop Application Support Analysts, building team capability and technical expertise
Partner with internal stakeholders and external vendors to ensure timely issue resolution
Monitor application performance, trends and support metrics to improve operational efficiency
Drive process improvement initiatives and identify opportunities to enhance service delivery

Manage escalations, operational risks and major incidents, ensuring timely communication with stakeholders

Support workforce planning, onboarding and capability development within the Application Support team

Contribute as a member of the Technology Leadership Team and help shape broader technology outcomes.

About You

3+ years’ experience in an Application Support Lead or senior application support role

Strong Salesforce experience, ideally with Salesforce Administrator certification

Experience supporting business-critical applications in a financial services environment

Demonstrated experience troubleshooting application, integration and system issues

Strong understanding of IT Service Management principles, incident management and SLA delivery

Experience working with Jira, Confluence and issue-tracking platforms

Proven leadership capability, with a passion for mentoring and developing team members

Strong analytical, problem-solving and root cause analysis skills

Excellent stakeholder management and communication skills

Proactive, self-motivated and committed to delivering exceptional customer outcomes

High levels of professionalism, ethics and integrity.

Why Thinktank?

We are a little bit different at Thinktank. No bureaucratic processes, politics or egos. Fairness and transparency are our most important values, it’s how we do business and how we look after our team. You will be valued and trusted. You will work with welcoming and knowledgeable colleagues who will help you succeed.

We work a hybrid model of working from home and the office which encourages and supports great work life balance. We offer meaningful employee benefits such as Flex leave in addition to annual leave, a work well allowance and more.

If you are interested in having a confidential conversation, please apply now for an immediate review of your resume or contact Heena Geronimo, People & Culture Manager on [email protected]

Apply Now

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