"Senior Information Systems Support Analyst"

Job Description

INFORMATION SYSTEMS | TE POUTOKO TUKUTUKU
DIGITAL SERVICES DIVISION | RATONGA MATIHIKO

The Role | Te Mahi

In this role, you’ll be the key point of contact for customers and end users of our information systems, as well as the senior escalation point for the support team when tackling large, complex systems that require deep technical expertise.

You’ll take the lead on high impact and challenging issues, staying one step ahead by anticipating customer needs, understanding business processes, and navigating operational demands. You’ll confidently prioritise work, set clear expectations, and ensure issues are resolved quickly, transparently, and to an exceptional standard.

A major part of your success will come from building strong, collaborative relationships across the organisation - particularly with information system owners and users, AskOtago, and other Digital Services teams - ensuring support services remain responsive, trusted, and continuously improving.

With a strong focus on continuous improvement and service optimisation, you will:
• Analyse user requests and support trends, turning routine needs into practical, cost effective system solutions.
• Identify opportunities to automate tasks and streamline processes to improve efficiency and customer experience.
• Provide Level II support with advanced troubleshooting and resolution of complex issues.
• Manage system lifecycle changes to maintain stability, usability, and supportability.
• Contribute to enterprise architecture and governance to ensure consistent, sustainable support services.

Skills And Experience | Kā Pūkeka me Kā Wheako

This role is a great fit for someone with strong technical support experience, solid troubleshooting skills, and the confidence to take the lead in resolving complex system issues.

You’ll draw on your analytical strengths, your understanding of information system lifecycles, and your ability to turn user needs into practical, meaningful system improvements. Your communication skills and collaborative style will also be essential in building productive relationships across Digital Services and the wider University.

Ideally you will have:
• Tertiary qualification in Information Technology / Business Systems or related field
• Experience delivering customer‑focused information systems support in complex, enterprise environments (ITIL desirable).
• Experience with enterprise applications such as Oracle, BI/reporting tools, open-source platforms.
• Ability to translate business requirements into effective IT solutions.
• Experience with issue triaging, root cause analysis, and user support.
• Strong analytical and problem-solving abilities.

About Our Team | Mō Te Tīma

Our Applications Support group within Digital Services is a team of skilled IT professionals dedicated to supporting and maintaining the wide range of applications and systems that power the University of Otago’s administrative, operational, teaching, and research activities. If it helps our people work, study, or make new discoveries, we’re behind it.

If you’re ready for a role where your technical skills can genuinely make an impact, this is it. You’ll join a motivated, solutions‑focused team committed to continuous improvement and delivering high‑quality services to our staff and students. You’ll also have the support and freedom to experiment, grow your technical expertise, and help build smarter, more efficient ways of working across the University.

Further Details | Pūroko

This is a full-time (37.5 hours per week), permanent position, located in Ōtepoti, Dunedin.

The appointment range for this position is $99,364 to $107,888 per annum. Top of the range $114,280.

You must have the right to live and work in New Zealand to apply for this job.

Ōtākou Whakaihu Waka | University of Otago is a workplace that values and utilises diverse and inclusive thinking, people, and behaviours. We welcome the contributions of staff with diverse backgrounds, experiences, skills, and perspectives.

To find out more please contact Warren Meadowcroft, via the contact details below.

Application | Tono

To submit your application (including CV and cover letter) please click the apply button. Applications quoting reference number 2600466 will close on Sunday, 22 March 2026.

Applications may be reviewed as they are received, the University reserves the right to close this vacancy at any time.

Additional Information

Contact: Warren Meadowcroft

Position details: Job Description

Further Information: Department Website

Location: About Dunedin