Job Description

About Symbos

Established in 1991, Symbos is an Australian‑founded group delivering critical operational, technology and support services to organisations where accuracy, compliance and performance matter. Our teams work across complex systems and high‑volume environments, supporting continuous improvement through disciplined processes, clear communication and practical problem‑solving.

About the role

We’re looking for an Operations Support Analyst (L2 – Back Office) to join our team. This role is focused on evidence‑based investigations, operational data accuracy and system support within a high‑volume, compliance‑focused environment.

You’ll investigate supplier invoice disputes, analyse system and operational data, respond to user queries, and clearly document outcomes for internal stakeholders and suppliers. You’ll also support ongoing system and process improvements by identifying data issues, workflow inefficiencies and recurring trends.

This is a non‑voice, back‑office role, well suited to someone who enjoys analytical work, written communication and structured problem‑solving.

Key responsibilities

• Conduct high‑quality, evidence‑based investigations into supplier invoice disputes and discrepancies
• Analyse system and operational data to identify root causes and contributing factors
• Prepare clear, accurate written findings and recommendations
• Communicate investigation outcomes professionally with suppliers and internal stakeholders
• Manage and update service requests using Jira or a similar ticketing system
• Provide day‑to‑day system and user support, including troubleshooting and follow‑ups
• Review, validate and remediate data to ensure accuracy, compliance and billing integrity
• Develop and maintain user guides, training documents and support materials
• Identify system defects, data quality issues and workflow inefficiencies
• Support testing and verification of system changes and enhancements
• Escalate recurring issues and contribute to continuous improvement initiatives

What we’re looking for

Essential

• Strong written communication skills with a high level of attention to detail
• Analytical mindset with the ability to review evidence, identify patterns and draw sound conclusions
• Experience using Jira or a similar service management or ticketing system
• Strong organisational skills with the ability to manage multiple priorities and deadlines
• Experience working with operational, financial or administrative data in a structured environment
• Comfortable working with multiple systems and learning new tools (including Excel and other Microsoft applications)
• Collaborative, customer‑focused approach to problem‑solving

Desirable

• Experience in invoice investigation, billing, disputes or supplier support
• Background in operations, shared services or BPO environments
• Exposure to ITSM, application support or system support roles
• Experience documenting processes, training materials or improvement initiatives
• Familiarity with high‑volume or end‑of‑month processing environments

Why join us

• Meaningful, analytical work with real operational and financial impact
• Hybrid working arrangement
• Supportive team environment with a strong focus on quality, accuracy and improvement
• Opportunity to build deep expertise in investigations, systems and operational support

If this sounds like a role where you can add value while developing strong analytical and systems skills, we’d love to hear from you.