Support Analyst
The Australian Publishers Association (APA) is looking for a Support Analyst to assist with our industry’s supply chain database, TitlePage. This is a technical role supporting book data and those who create it.
- Sydney-based
- Full-Time
- Salary range: $65-85k + superannuation
Our job – but also our passion – is to make business easier for the people who publish and sell books in Australia and New Zealand. TitlePage is a core part of that. Twenty years on, it’s an essential element of the book supply chain hosting 1.5 million titles, used daily by more than 2,000 booksellers and libraries.
We’re looking for a tech-savvy quick thinker who is also a strong communicator. They will be comfortable learning new technical skills and will excel at crafting user-friendly content.
We believe aptitude can be as important as experience, so if your love of data and system connections has been untapped, we’d still love to hear from you. As such, we’re open to a broad range of experience levels. More experienced candidates will have the opportunity to take the lead in some projects, whereas more junior candidates can grow into the role.
Whilst the APA supports flexible working arrangements, time in the Ultimo office is required.
Job Description:
- Providing first and second level technical support, onboarding and administration for TitlePage and other industry services; including the responsibility to design, build and implement support processes incorporating automation and self-service tools where appropriate.
- Investigating and troubleshooting for basic and complex issues - this will include diving into publisher metadata files to identify errors and then communicating the steps needed to resolve the issue.
- Working closely with publishers to improve their bibliographic product metadata, tailoring advice on the basis of business needs and technical resources.
- Supporting communication and marketing efforts to improve industry data, including creating training material and eDM copy.
- Creating and maintaining all system and operating documentation, and providing system training to users.
- Working with potential and existing data clients to understand their business and technical requirements and provide recommendations on solutions.
The ideal candidate will have the following skills and experience:
- High level of technical literacy with a keenness to learn new systems.
- Strong written and verbal communication skills with the ability to explain technical concepts in a clear and engaging way to a diverse audience.
- Well developed Excel skills and a comfort in working with large volumes of data.
- Experience in a technical support role, or extensive experience in other system or data heavy roles will be an advantage.
- Basic knowledge of XML or other similar markup languages such as HTML will be a strong advantage - but as long as you’re not afraid to look at a screen full of code, we can teach you the specifics.
- Experience in capturing and documenting requirements and managing these with technical and non-technical stakeholders.
- Ability to liaise and consult effectively at all levels, including with senior leadership within the membership.
- Understanding of the book industry is highly desirable.
The APA is committed to an inclusive workplace that promotes and values diversity. We aim to attract and develop talent that is reflective of Australia’s diversity, with a wide and representative range of age, faith, disability, race, gender, sexuality, socio-economic, regional and cultural backgrounds.
Applications
Please email your application to Head of Product & Supply Chain, Cat Colwell
[email protected] by 31 July 2024. Early applications may be considered prior to the end date.