About this 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. 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