Payments & Banking Support Analyst

Job Description

Help us deliver like never before 

We are hiring for a Payments & Banking Support Analyst. Reporting to the Senior Manager - Technology Retail Services (TRS) Payments & Banking Platform Management, you will be responsible for keeping our Payment and Banking Platform stable, secure, and ready for daily use across our national retail network. You will manage complex production issues, protect service availability, and ensure the national PINpad fleet and supporting infrastructure remain healthy through deep technical support, proactive environment maintenance and disciplined change control.

You will strengthen incident response by guiding Level 1 and Level 2 teams, partnering with vendors, and resolving issues that impact service quality. You will also maintain the currency and compliance of our core production environments, managing system configuration, release preparation, security updates, and asset accuracy.

As part of the team, you will support new software releases, test changes before rollout and provide clear operational insight to engineering and product teams. 
 
This is a fantastic opportunity to excel as the technical anchor for all production PINpad services & supporting infrastructure, helping Australia Post keep in-store payments & banking services running with accuracy, reliability and control.

What you’ll deliver with us 

• Run daily network health checks across the national PINpad fleet and the supporting infrastructure. Check Enterprise monitoring tools like Sumo, PINpad Terminal Management System, and act on exceptions.
• Triage and resolve priority production incidents. Own Level 3 incident response for all Payment and Banking Platform services.
• Guide and support Level 1 and Level 2 teams, including Field Technicians and Service Desk, on escalated incidents and requests.
• Manage the ServiceNow queues across Requests, Incidents, Retail Network Change Request tasks, CTASKs, Minor Work, IT Change Records and Alerts.
• Create, investigate, and close problem records linked to PINpad & Platform issues and recurring faults.
• Maintain clear and current documentation in Confluence and SharePoint for PINpad operations, processes, and environments.
• Build, sign, and prepare deployment packages for production releases.
• Support Dev and Test teams with defect analysis, integration checks and readiness testing for new PINpad releases.

About You 

You bring strong experience across POS, PINpads, Payment Switching and Retail Payments & EFTPOS Platform Support, and you are comfortable leading technical conversations with vendors, acquirers, and service partners. Your domain knowledge spans payment industry standards, terminal operations, acquirer processing and PCI (PCI PTS & PCI DSS) requirements, with a clear view of EFTPOS trends, vendor ecosystems and emerging terminal technologies. Technically, you have deep expertise in EFTPOS terminals, POS integration, HSM key handling and host routing, backed by solid skills in logs and diagnostics, SQL basics, networking fundamentals, and Linux/Windows administration. You excel at analysing incidents, isolating root causes, and supporting complex multisystem changes, while collaborating with cross-functional tech teams and business stakeholders.

How we’ll deliver for you  

At Australia Post, we believe in investing in our people and fostering a supportive and inclusive work environment. Here’s how we’ll deliver for you: 

• Career Development: We offer opportunities for professional growth and development, helping you to build a rewarding career. 
• Work-Life Balance: We understand the importance of work-life balance and offer flexible working arrangements to support your personal and professional needs. 
• Employee Wellbeing: We prioritize the wellbeing of our employees, providing resources and support to ensure a healthy and safe work environment.

We’re delivering together 

At Australia Post, we acknowledge the Traditional Custodians of the land on which we operate, live and gather as employees. 

We believe our business should reflect the diverse communities we operate in and are proud to be an inclusive workplace for people from all walks of life. We encourage applications from people of all ages, genders and backgrounds including Aboriginal and Torres Strait Islander peoples, People with Disability, LGBTQIA+ and Refugees. 

We are one of the largest organisations in Australia to successfully achieve Disability Confident Recruiter status. We are committed to providing an inclusive and barrier-free recruitment process and workplace for those living with a disability and are committed to reviewing and removing bias in our processes to create a gender-equitable recruitment experience and workplace.  If you have any questions about accessibility, please contact our Diversity & Inclusion team on inclusivecareers@auspost.com.au.

See and hear more about what it's like to work in business support with us

See and hear what it's like to be part of our teams in digital tech: