Make-A-Wish is one of Australia's most trusted charities and part of the largest wish-granting organisations in the world. We partner with children with life threatening conditions, their families and medical teams to grant wishes as unique as the children who imagine them. At Make-A-Wish, our mission is to grant the wish of every eligible child as we believe these wishes complement treatment, build resilience and bring hope to these children and their families when they need it most.

About the Role?

At Make-A-Wish, we have an exciting opportunity for a driven, ambitious and passionate Platform Support Analyst to join the team to help manage and improve our technology platforms. This role will work closely with business teams to prioritise enhancements, troubleshoot issues, and ensure our systems are optimised for efficiency. You'll be involved in both day-to-day platform administration and project delivery, collaborating with internal and external stakeholders.

Key Responsibilities

• Serve as a technical escalation point, analyse recurring problems, and collaborate with relevant teams to find solutions for operational cloud platforms
• Provide support services for our applications and platforms, including day-to-day operations, maintenance, project build/support, troubleshooting, capacity management, systems integration, disaster recovery and business continuity processes
• Create and update knowledge base articles and user guides to empower clients with self-help resources
• Deliver one on one or group training as required with the goal being to empower our staff to make full use of our systems in order to achieve efficiencies
• Proactively identify opportunities for enhancement to automate or streamline business procedures where possible
• Develop process maps for business processes or to communicate technical solutions
• Provide support to developers / vendors to enable them to define appropriate solutions to meet the business needs, and prioritise requirements
• Own and manage the product backlog/s, ticket or user story refinement, and prioritisation processes

About you

• Relevant academic qualifications (technical and/or business related)
• Minimum 3 years' experience in Platform Support or a similar role
• Ability to provide expert advice, knowledge, and training with different platforms
• Strong analytical skills with the ability to identify gaps and a keen eye for continuous improvement
• Expertise in maintaining product backlogs and reviewing platform improvements
• A passion for technology with a strong curiosity for learning
• High level verbal and written communication skills
• Excellent interpersonal and relationship management skills with proven ability to collaborate effectively with internal and external stakeholders
• High levels of attention to detail
• Positive can-do attitude with strong work ethic and ability to operate well in a team environment.

What we can offer you

• Eligible employees can access NFP salary packaging
• The opportunity to make a positive impact on the lives of critically ill children
• A flexible and inclusive workplace, with excellent work-life balance
• Opportunities for career progression
• Employee Assistance Program
• Internationally renowned not-for-profit organisation

If this role appeals to you, we would love to hear from you! Please click "Apply Now" or email [email protected] using the subject line: Platforms Support Analyst enquiry via EthicalJobs if you have any questions.

Please note: Due to the high volume of applications, phone calls will only be arranged with shortlisted candidates.

Make-A-Wish Australia is proud to be a child safe organisation. Our recruitment practices are strictly adhered to during the application and interview process and include thorough screening to ensure that anyone who joins us at Make-A-Wish aligns with our values and commitment to child safety.