Senior Support Analyst

Key Responsibilities

• 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

• 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

• 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

• Deliver training to Foxtel Media staff on Landmark and associated systems
• Maintain accurate and up-to-date operational documentation in Confluence

• Perform proactive system monitoring and raise incidents for anomalies or outages
• Follow established incident and request management processes

Skills, Knowledge & Expertise

• 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