User Support Analyst Jobs in Australia

Job Description

What’s the role?

We are seeking an experienced Support Analyst to join our Production Support team, with a strong focus on operating and supporting HP NonStop (Tandem) systems within critical banking environments. This role is essential to ensuring the stability, availability, and performance of high‑availability payment and transaction platforms.

Key Responsibilities

• Monitor and operate HP NonStop (Tandem) and Base24 POS/ATM environments to ensure system uptime and performance.
• Perform 24x7 production support, including shift work, nights, weekends, and public holidays as required.
• Manage and monitor NetBatch job scheduling and batch processing.
• Proactively analyse system health, performance metrics, and EMS logs to identify and resolve issues.
• Handle incident management, root cause analysis, and escalation in line with ITIL practices.
• Collaborate with internal technology teams, vendors, and external stakeholders to resolve incidents.
• Support planned changes, releases, and maintenance activities.
• Execute system recovery, failover, and disaster recovery procedures and participate in DR exercises.
• Provide operational support across IBM Mainframe and distributed systems as required.

What do I need?

• Minimum 2+ years’ hands-on experience supporting HP NonStop (Tandem) systems in a production environment.
• Strong experience with Base24 applications, including POS and ATM monitoring.
• Proficiency in:
  • TACL scripting
  • NetBatch scheduling
  • EMS log analysis
• Experience using monitoring and service tools such as Splunk, Elastic, and ServiceNow.
• Solid understanding of system monitoring, incident response, and recovery in mission‑critical banking systems.
• Experience with IBM Mainframe operations is highly desirable.

Desirable Qualifications

• ITIL Foundation certification or working knowledge of ITIL processes.
• Knowledge of Base24 network interfaces and transaction flows.
• Previous experience in banking or financial services environments.

Why join us?
We’re obsessed with becoming our customers' #1 banking partner for life and we’re looking for people who are passionate about helping us achieve that goal. In return, we’re committed to making Westpac the best place to work in the country. Here are just a few of the ways we’re already doing that:

• Special offers on banking products and discounts from top brands, including generous employee-only mortgage rates!
• Flexible work arrangements to help you achieve a greater work/life balance, and a variety of leave options including Culture, Lifestyle and Wellbeing leave.
• Tailored learning and development opportunities to help your grow your career within the bank.
• Lots of opportunities to ‘give back’ to the Community by getting involved in our many volunteering initiatives.

Create your future today
To get started, simply click on the APPLY or APPLY NOW button

We’re all about creating a supportive and inclusive community. We welcome everyone – no matter your age, gender, background, or abilities. We also provide additional support to welcome our veterans, Indigenous Australians and neurodiverse community.

If you need any adjustments during the recruitment process, you can find more information and contact details on our FAQs and how to contact us page, under the ‘Diversity, sustainability and flexibility’ section.