About the role
The Senior Support Analyst is a skilled operational support professional responsible for providing high-quality Level 1 and Level 2 support for the Landmark platform and associated systems. This role takes ownership of ticket management, system configuration, monitoring, and data warehouse reporting administration, while also contributing to training, documentation, and system testing activities.
What you'll be doing:
Support & Triage
- Deliver Level 1 & Level 2 Landmark support — triage, investigate, and resolve incidents and service requests within agreed SLAs
- Manage and maintain ticket queues in Halo and Jira, ensuring accurate status tracking and communication to stakeholders
- Escalate complex issues appropriately to the Technology Analyst or Operations Manager
Landmark Configuration & Testing
- Perform Landmark configuration tasks (channels, products, agencies, scheduling parameters)
- Participate in Landmark regression and smoke testing for releases and enhancements
- Assist with system monitoring and scheduled batch job administration
Reporting & Data Administration
- Administer Data Warehouse reporting — manage user access, scheduled reports, and report queries
- Support ad-hoc data extracts and reporting requests from Finance, Trading, and Operations teams
Training & Documentation
- Deliver training to Foxtel Media staff on Landmark and associated systems
- Maintain accurate and up-to-date operational documentation in Confluence
System Monitoring
- Perform proactive system monitoring and raise incidents for anomalies or outages
- Follow established incident and request management processes
What you'll bring:
- 5+ years in a technical or application support role, ideally in a media or broadcasting environment
- Strong working knowledge of the Landmark platform (configuration and support)
- Proficient in Halo and/or Jira for ticket management and triage
- Experience with Data Warehouse reporting administration
- Solid debugging and support investigation skills
- Familiarity with AWS monitoring and cloud-based environments desirable
- Strong communication and stakeholder management skills
- Ability to deliver training and document processes clearly (Confluence)
- Organised, detail-oriented, with the ability to prioritise in a fast-paced environment
