Senior Application Support Analyst

Steadfast Group is the largest general insurance broker network and the largest underwriting agency group in Australasia with growing operations internationally. We were founded on the belief that a network of brokers would be stronger together, and this idea has been the backbone of our culture ever since. We believe that none of us is as good as all of us.

We are leaders of the general insurance broking and underwriting industry, and we lead from the front.

About the opportunity

Join Steadfast Technologies as a Senior Application Support Analyst, where you'll play a critical role in supporting and enhancing industry-leading Insurtech solutions used across the Steadfast broker network. Working closely with brokers, insurer partners, vendors and internal technology teams, you'll provide expert Level 2 application support, investigate complex technical and financial issues, and drive continuous improvements that enhance the broker experience. This is an opportunity to combine your insurance industry expertise, technical problem-solving skills and customer-focused approach in a collaborative and innovative environment.

Key Responsibilities

• Provide Level 2 application support, investigating and resolving complex incidents and service requests escalated from the Level 1 Support team.
• Conduct root cause analysis of technical, data and financial issues, implementing long-term solutions to reduce recurring incidents.
• Use SQL and technical analysis to investigate data discrepancies, application integrations and system performance issues.
• Collaborate with product, development, business teams, insurer partners and vendors to deliver effective issue resolution and support application releases.
• Develop support documentation, knowledge base articles and process improvements while mentoring Level 1 Support Analysts.

Skills and Qualifications

• 5+ years' experience supporting SaaS, cloud-based or Insurtech platforms, with proven Level 2 or Level 3 application support expertise.
• Strong insurance industry knowledge, ideally across broking, underwriting, claims or insurer operations, with a solid understanding of broker workflows.
• Advanced troubleshooting, analytical and problem-solving skills, including experience investigating financial transactions and reconciliations.
• Proficiency in SQL query writing and analysis, with experience supporting APIs, integrations and complex application environments.
• Excellent stakeholder management, communication and customer service skills, with experience using Freshdesk or similar service management platforms.

Benefits

• Hybrid working arrangements to help you balance work and home life.
• Career advancement opportunities and professional development through training programs, mentorship initiatives, and tuition reimbursement. We also partner with ANZIIF for accreditation and qualifications.
• Free company provided Life, Temporary Permanent Disablement, Salary Continuance and Travel insurances, plus access to other discounted insurances.
• An expansive Health and Wellbeing program, which includes free annual health checks, free annual skin checks, Flu shots, holistic support and advice, and confidential counselling.
• Working in a vibrant and collegiate culture where you are a person, and your contribution is valued.

About Us

We are committed to providing a workplace where people feel they can bring their whole self to work. We aim to create a diverse work environment in which everyone is treated fairly and with respect and where everyone feels responsible for the reputation and performance of Steadfast.
We are strong supporters of Aboriginal and Torres Strait Islander peoples, businesses and communities through our Reconciliation Action Plan. We are also passionate about the environment, diversity, equity and inclusion, and love to give back to charities through the Steadfast Foundation.
We are proud of our Family Friendly Accreditation.

We are major sponsors of Women in Insurance, Young Insurance Professionals, Head over Heels, the Dive In festival and are active members of Champions of Change.

We believe that our people are our greatest asset. Our people are chosen for their personalities, their ethics and professional qualities without any exclusion, preferential treatment, or discrimination. We are proud to be an equal opportunities employer and do not discriminate by reason of age, gender, gender identity, race, sexual orientation, nationality, religion or disability or any other difference.

We encourage applications from all individuals and will provide appropriate assistance for candidates with disabilities or special needs throughout the recruitment process upon request.

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