HUB24 leads the wealth industry as the best provider of integrated platform, technology and data solutions. At HUB24, we know the smartest investments start with our people. We are innovative and ambitious, and we move fast. At HUB24, we empower our employees to bring their ideas and creativity to work. Rather than getting bogged down in bureaucracy and red tape, we build a culture that supports our team members to have a real impact on our business and the success of our customers. HUB24 Limited is a company listed on the Australian Securities Exchange (ASX: HUB) THE HUB24 STORY We think creatively and we’re not constrained by traditional thinking or barriers to success. We’re led by experts, realists with ideas, grounded in commercial reality who are bold enough to visualise the future a little differently and to advocate for what matters to our clients. We are here to lead change and are committed to empowering better financial futures for more Australians. Benefits and Life at HUB24 Learn more about our employee benefits HERE. Job Summary: The Operations Systems Analyst is responsible for supporting the day to day performance, usability and continuous improvement of core SaaS platforms used by our operations teams. These platforms include workflow management, ticketing, telephony, and client service enablement tools. Sitting within the business, this role acts as the key interface between end users, vendors, internal teams, and IT, ensuring systems are operating effectively and evolving to meet changing business needs. The role will also play a supporting role in the rollout of AI tools and automation initiatives, helping embed new technologies into our operational environment. Responsibilities: Provide frontline support to operations users across core SaaS platforms (e.g., workflow tools, ticketing systems, telephony platforms). Troubleshoot system issues, escalate to vendors or internal teams where required, and manage follow-up to resolution. Maintain and enhance user documentation, process guides and support materials. Facilitate access, permission management, configuration changes, and user onboarding activities. Monitor usage and performance metrics to identify issues, inefficiencies or opportunities. Coordinate system upgrades, patching and testing in partnership with IT and vendors. Support governance processes including change control, release management and data integrity. Work closely with operations teams to gather feedback and identify opportunities to optimise workflows and system use. Contribute to business-led projects including the rollout of new features, integrations, or process automation. Support pilots and scaled adoption of AI tools across operations (e.g., AI Assist, chat summarisation, ticket classification). Help capture learnings and embed AI use cases into business processes in a practical, user-friendly way. Requirements: 2 years in an application support, operations technology or SaaS administration role, ideally in a business-facing capacity. Strong working knowledge of SaaS platforms supporting service operations (e.g. ServiceNow, Zendesk, Salesforce Service Cloud, Genesys, NICE, or similar). Excellent problem-solving and troubleshooting skills. Strong written and verbal communication skills, with the ability to engage users, vendors and stakeholders confidently. Familiarity with service management and ticketing concepts (e.g., SLAs, queues, categories, reporting). Exposure to automation and AI tools (e.g., AI assistants, bots, workflow triggers) is highly regarded. Comfortable working across teams and translating business needs into system configurations or enhancements. Relevant tertiary qualification in Business, Information Systems, or related field (or equivalent practical experience). Certifications in key platforms or ITIL Foundation a plus but not required. The Recruitment Process - Acknowledgement email once your application has been submitted. - Our Talent team will start reviewing your application. If unsuccessful, you will be notified. - If your application progresses to the next stage, our Talent team will be in touch to discuss your alignment with the role. - If you’re a person with an impairment or disability, this is an opportunity to share with us any accessibility requirements that you may have for the role. Should you require any accommodations to the recruitment process, please email recruitment@hub24.com.au, and one of our team will contact you. Interviews can happen virtually or face-to-face with the hiring manager or other members of the broader team. Depending on the role, there may be more than two interviews. - Communication of outcomes to successful and unsuccessful candidates and feedback provided. As part of our process, a police check will be conducted on all successful candidates. Further details on our HUB24 Group Recruitment Privacy Collection notice can be found here. 2024 Circle Back Initiative Employer – we commit to respond to every applicant. Endorsed by WORK180 , we are proud to be recognised as an employer of choice for women. We have been nominated and placed on the BOSS Best Places to work list. Seek Star Awards 2024 - Nominated as a finalist for the Best Employer Brand Initiative HUB24 is an equal opportunity employer. We are committed to creating an inclusive environment where diverse perspectives are valued and every individual is treated with respect. We welcome applications from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples, people with disabilities, people from culturally and linguistically diverse communities, and people of all gender identities and sexual orientations. If you require adjustments to the recruitment process or have accessibility requirements, please let us know – we’re here to support you
