Escalations Analyst

LEAP Wealth

. Provide third-level support to product and operations teams for the local LEAP Legal Software region or vertical .

Posted 9/22/2026full-timeSydney • AustraliaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates advanced technical troubleshooting skills and expertise in ITSM environments, with a strong understanding of LEAP, JIRA, and Salesforce. Capable of prioritizing incidents effectively and communicating with various stakeholders to resolve issues promptly.

Highest-signal resume keywords

Technical Troubleshooting SkillsITSM ExperienceLEAP Product KnowledgeJIRA ProficiencySalesforce Familiarity

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Technical TroubleshootingIncident ManagementPrioritization SkillsProduct KnowledgeEnvironmental Issue Identification

Soft Skills

Communication SkillsCollaborationProblem-Solving

Tools & Technologies

LEAP SoftwareJIRASalesforceIntune

Industry Keywords

ITSMThird-Level SupportHelpdesk TrendsClient Data Management

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Provide third-level support to product and operations teams for the local LEAP Legal Software region or vertical
Work closely with second-level helpdesk teams to provide high-level technical support and guidance
Ensure tickets escalated to LEAP Dev are accurate and timely
Troubleshoot live client environments and identify product, client data, or environmental issues
Collect complete incident facts before escalation
Prioritise incidents according to severity and scope
Communicate with third-party software providers to resolve incidents or conflicts
Assist in testing core components during releases
Provide advanced troubleshooting expertise and guidance to regional second-level teams
Provide regular updates to client-facing teams on outstanding incidents
Communicate priority changes to LEAP Dev teams
Identify helpdesk trends and communicate information to Escalations Analysts and Developers to help pinpoint and resolve issues

Requirements

What you’ll need

Strong and proven technical troubleshooting skills
Experience working in an ITSM environment
Exposure to Intune
Strong prioritisation skills
In-depth product knowledge of LEAP, JIRA and Salesforce
Strong understanding of various technical environments

Benefits

Comp & perks

Hybrid work environment with flexibility to work in the office or from home
Paid learning and development opportunities
Free platinum gym membership
Additional paid wellbeing day
Social events
Lunchtime sports teams (volleyball, netball, futsal, and basketball)
Career development support, including certification support and internal mobility opportunities
Competitive salary