System Analyst

About Arventa

Arventa is dedicated to empowering businesses by enhancing workplace safety through our WHS software. Supporting over 3,000 businesses across Australia, we seek an enthusiastic System Analyst who excels in technology, systems analysis, and problem-solving. This role involves deeply understanding our SaaS platform, diagnosing complex system challenges, analyzing business and user requirements, and facilitating the translation of these needs into tangible system enhancements. Join a leading Risk Management Software provider and be involved at the cutting edge of industry innovation.

Role Overview

Based in Canberra, this Systems Analyst position blends technical problem resolution, systems scrutiny, and client interaction. Your duties will include examining intricate application issues, assessing business workflows, carrying out root cause investigations, documenting functional needs, and collaborating closely with product, development, and testing teams to implement impactful improvements. The role is suited for individuals with strong analytic and investigative abilities who take pleasure in comprehending system operations, addressing customer concerns, and contributing to superior software development. Expertise with SaaS environments, API usage, SQL, integrations, or application support will be highly appreciated.

Key Responsibilities

• Resolve and respond to support inquiries for our SaaS platform within agreed SLA timelines while maintaining high individual performance and identifying root causes, data connections, and system behavior patterns.
• Assume accountability for complex system investigations, coordinating with clients, support personnel, developers, and product stakeholders from problem detection to solution delivery.
• Perform structured root cause analysis on challenging or recurring incidents, documenting symptoms, replication methods, systemic behavior, data dependencies, root causes, and suggested remedies clearly and precisely.
• Communicate directly with clients and internal teams via phone and email to clarify business needs, understand processes, replicate issues, uncover opportunities to enhance system capabilities or configurations, and provide proactive updates.
• Efficiently manage a personal ticket queue, converting each issue into precise business and user needs documented as functional specifications, user stories, acceptance criteria, and workflow descriptions catered to development and testing requirements.
• Assess existing system features and workflows to discover gaps, inefficiencies, integration demands, and possibilities for enhancement.
• Collaborate closely with Product Owners, developers, and testers to clarify specifications and support feature design, development, and validation.
• Support functional testing and verification of new capabilities, upgrades, and bug fixes to ensure specifications are met.
• Analyze application data and operational behavior using relevant tools, logs, databases, and reports to aid investigations and guide decisions.
• Maintain comprehensive documentation, time tracking, and observance of internal quality standards including system documentation, knowledge bases, investigation records, and functional specifications.
• Contribute actively to the continuous advancement of system capabilities, internal workflows, documentation quality, and overall user experience.

Candidate Profile

• Minimum of three years’ experience in Systems Analyst or equivalent roles within a B2B SaaS environment.
• Proven ability to analyze SaaS platforms, business workflows, and functional requirements effectively.
• Skilled at producing clear, accurate documentation such as functional requirements, user stories, acceptance criteria, and workflow descriptions.
• Capable of communicating complex technical ideas simply and clearly, both verbally and in writing, to technical and non-technical audiences.
• Strong analytical and troubleshooting capabilities, including methodical questioning, issue replication, data analysis, and root cause identification.
• Understanding of software development lifecycles and quality assurance processes with experience cooperating with development, testing, and product teams.
• Familiarity with issue tracking, CRM, or service platforms like Jira, Azure DevOps, Zoho, Zendesk, or Salesforce is beneficial.
• Hands-on experience with APIs, SQL databases, integrations, application logs, or cloud-based systems is highly valued.
• A genuine passion for technology paired with logical problem-solving skills.
• Exceptional attention to detail and awareness of interdependencies across system components and business functions.

Preferred Qualifications

• Bachelor's degree in Information Technology, Computer Science, Software Engineering, Information Systems, or related fields.

Why Choose Arventa?

• Work Smarter: Clear KPIs focused on outcomes, offering flexibility to concentrate on meaningful work.
• Supportive Culture: Join a respectful and collaborative team promoting innovation, continuous improvement, and mutual success.
• AI-Powered Innovation: Utilization of AI and modern tools to reduce repetitive tasks and enhance team performance.
• Modern Facilities: Enjoy bright, centrally located offices with convenient staff parking and productivity-oriented workspaces.
• Career Growth: Opportunities for professional development and genuine career advancement within a supportive team environment.