Software Support Specialist Melbourne (AU)

LGT is the largest Private Banking and Asset Management group in the world to be owned by an entrepreneurial family. As the family office of the Princely House of Liechtenstein, we have years of experience in the management of sizeable sums of assets.

Your Responsibilities

• Build and maintain a deep understanding of LGT Crestone’s core platform from multiple perspectives (clients, advisers, business operations, risk, compliance, finance, credit, system administrators). 

• Identify critical issues quickly and handle incidents that extend beyond first-level support, ensuring swift resolution. 

• Understand and manage system data feeds, including source and presentation layers, reconciliation processes, and batch job processing. 

• Triage incidents and escalate to the appropriate internal or vendor teams as necessary, ensuring timely resolution. 

• Work directly with vendors to ensure optimal issue support and facilitate upgrades and improvements. 

• Manage relationships between technical staff, vendors and product owners, ensuring that the voice of the customer is heard, and that improvements are implemented for maximum value. 

• Perform basic system administration tasks, monitoring, and maintenance as part of your day-to-day responsibilities. 

• Support the Quality Assurance team in the event of issues found in regression, end-to-end, and unit testing following any system changes, and co-own non-production environments, including test data. 

• Support for incident management triage, release/change management, and system monitoring. Maintain and manage the incident and change support queue using Atlassian Jira Service Management and ServiceNow. 

• Support and enforce agile practices, particularly change management and incident handling, to improve platform performance and development cycles. 

• Identify and articulate the risks of system changes to non-technical stakeholders and assist in formulating risk mitigation strategies. 

About You

• Bachelor’s or Master’s degree in an IT discipline, financial services or a closely related field. 

• Certifications in ITIL, Agile practices, or related fields will be considered highly advantageous. 

• Minimum of 3-5 years in application/software support, production support, or a similar role within the financial services technology sector. 

• Strong database querying skills will be highly valued, with the ability to understand and troubleshoot data feed or API mechanisms. 

• Experience in system integration projects, including troubleshooting and maintenance of various integrated systems. 

• Knowledge of wealth management products and services (e.g., portfolio management, CRM, trading, settlement, payments, reconciliations, corporate actions) is a must. 

• Familiarity with agile methodologies (lean, SAFe, Kanban, FDD) and experience operating in a DevOps environment. 

• Proven experience in maintaining production support momentum and adhering to SLA targets. 

• Strong experience in managing relationships with stakeholders and vendors, utilising your influencing skills to drive value through effective relationships. 

• Experience with business analysis, feature refinement, user-centred design, or design thinking will be highly valued.