Application Support Specialist – Investments Technology

Permanent Position Experience in Investment or Super industry essential Great company culture in an Hybrid work environmentEstablished in 1988, Rest is one of Australia’s largest profit-to-member superannuation funds.We support nearly two million members, with around $86 billion of funds under management and are recognised as a responsible investment leader. We believe when members understand and engage with their super, they’re more likely to get a better retirement outcome.Everything we do at Rest is underpinned by our values and behaviours, we want to Be Daring, Keep it Simple, Take Action and Have Grit. To put it simply we want our people to thrive and love the work they do.The Rest Investments Team is undergoing significant transformation as we pursue our goal to be the leading Investment Team in the Australian superannuation industry with a strong member focus and superior investment performance This is an exciting role providing specialist support as we continue to implement new technology platforms and applications to support us in achieving our goal. The Application Support Specialist will support the business using a suite of Investment-specific applications such as Charles River IMS, FactSet, Bloomberg, S&P iLevel and other applications. Working within an existing team and the wider business, the Application Support Specialist will deliver expert support for Rest’s investment applications. The primary focus will be on platforms such as Charles River IMS, iLevel (for Private Markets) and other systems within our expanding investment technology ecosystem. The ideal candidate will play a crucial role in ensuring the reliability, performance and functionality of our investment technology platforms and involves providing technical support, troubleshooting issues and collaborating with various internal and external vendor teams. Specialist Application Support Develop and maintain strong working relationships with key technology vendors (e.g. State Street/ Charles River Development, S&P, FactSet, Bloomberg, Snowflake), ensuring efficient issue resolution and delivery of services. Provide expert-level support and ongoing maintenance for core investment platforms, including Charles River IMS, FactSet, Bloomberg, iLevel and other applications across the investment tech and data ecosystem. Respond to business inquiries, production issues and BAU change requests in line with SLAs, ensuring high service standards and adherence to internal processes. Collaborate with vendors and internal teams (investment operations, compliance, risk, data governance and enterprise) to drive timely resolution of issues and maintain a high level of service satisfaction. Proactively identify potential system risks or disruptions, escalate unresolved issues appropriately, and formulate clear remediation or workaround plans in collaboration with stakeholders. Coordinate with internal security teams to ensure application access controls and permissions remain aligned with governance and compliance requirements (e.g., CPS 230, CPS 234). Support disaster recovery (DR) testing, enhancements to business and technology continuity procedures, system stability checks and ongoing governance activities in alignment with CPS 230 and other applicable regulatory or industry standards. Incident and Problem Management Lead the triage, escalation and resolution of incidents to minimize downtime and maintain application availability. Support root cause analysis and implement corrective actions to prevent recurrence of recurring issues. Participate in incident post-mortem reviews and contribute to continuous improvement of monitoring and alerting strategies. Technology Change, Release and Transition to BAU Drive the adoption and transition of new or enhanced investment technology systems from project to BAU, including application and user onboarding, knowledge transfer, and system handover documentation. Support user training and change management activities to improve system understanding and business engagement with new functionalities. Participate in project working groups to represent application support interests and help shape operational readiness plans for upcoming releases. Collaborate with business analysts, developers and vendor implementation teams to validate changes against requirements and ensure fit-for-purpose outcomes for BAU changes and/or production fixes Actively work with the testing team in resolving environment-related issues and ensure test cases accurately reflect functional and technical requirements. Documentation and Continuous Improvement Maintain support models, application inventories, SOPs, user guides, and technical runbooks to ensure support continuity and audit readiness. Identify and recommend opportunities to improve support processes, automation, and knowledge base to reduce manual effort and enhance incident response times. Contribute to performance and usage reporting across platforms to help inform capacity planning, vendor management, user access reviews, management oversight and optimization efforts.