Title:  IT Systems Support Officer

IT Systems Support Officer- Chemist Warehouse NZ

Chemist Warehouse NZ is one of the country’s fastest‑growing health and wellness retailers, known for its energetic store environment, friendly service, and commitment to making everyday essentials accessible to all New Zealanders. Joining the team means being part of a busy, customer‑focused workplace where no two days feel the same. Staff enjoy a supportive culture, opportunities to grow their skills, and the chance to help customers find trusted products across health, beauty, and personal care. It’s a great fit for people who thrive in a fast‑paced setting and love delivering genuine, helpful service.

About the Role

Chemist Warehouse New Zealand is seeking an experienced IT Systems Support Officer to join our Application Support team.

 
This role is responsible for supporting and maintaining business-critical applications used across our retail network throughout New Zealand and our Auckland based support office. Working within a production support environment, you will provide second-level support, manage incidents through to resolution, and work closely with business stakeholders, vendors, and technical teams to ensure our systems remain secure, stable, and fit for purpose.
 
This is an intermediate-level position best suited to candidates who have previous experience supporting enterprise applications in a commercial environment. It is not an entry-level or graduate role. 

Our support office team work on-site at our support office in Grey Lynn and this role will be no different. You will be working at support office with occasional work are different sites accross NZ. 

Key Responsibilities

• Provide second-level support for New Zealand-specific applications and business systems.
• Investigate, troubleshoot, and resolve complex application and system issues within agreed service levels.
• Act as a key support contact for assigned applications and services.
• Coordinate incident resolution across internal teams, vendors, and external service providers.
• Perform root cause analysis and implement preventative measures to reduce recurring issues.
• Monitor application health, performance, and availability.
• Support system upgrades, releases, deployments, and enhancement initiatives.
• Work closely with business stakeholders to understand operational requirements and translate them into support outcomes.
• Maintain accurate documentation, support procedures, and knowledge articles.
• Contribute to continuous improvement initiatives that enhance service quality, system resilience, and operational efficiency.

Essential Skills and Experience

• Minimum 3 years' experience in Application Support, Systems Support, Software Support, or a similar IT Operations role.
• Experience supporting business-critical applications in a medium to large enterprise environment.
• Proven ability to troubleshoot and resolve complex production issues across multiple systems.
• Strong analytical and problem-solving skills with the ability to investigate issues independently.
• Experience working with incident, problem, and change management processes.
• Strong customer service and stakeholder management skills.
• Ability to communicate effectively with both technical and non-technical audiences.
• Experience creating and maintaining technical documentation and support procedures.
• Strong attention to detail and ability to manage competing priorities.

Highly Desirable

• Experience supporting retail, pharmacy, healthcare, POS, ERP, or supply chain systems.
• Experience working within New Zealand business environments.
• SQL querying and database troubleshooting experience.
• Familiarity with Microsoft SQL Server and relational database concepts.
• Experience using ServiceNow or similar IT service management platforms.
• Understanding of ITIL service management practices.
• Exposure to software development, scripting, or system integration concepts.
• Understanding of application security principles and operational risk management.

Join Us!

At Chemist Warehouse New Zealand, you'll be part of a team supporting technology that enables the operation of one of New Zealand's leading retail pharmacy businesses. You'll work with a broad range of systems, stakeholders, and technologies while contributing to the ongoing improvement and reliability of critical business platforms.

The successful applicant will be required to complete a satisfactory National Criminal History Check.

Ready to take the next step in your IT career? Apply today.