2 x Application Support Analyst

Softtest Pays; Council of the City of Sydney; On-site; AUD 80,000 - 100,000; Full time

Job summary

A government agency is seeking an ICT System Support Officer to improve the National Disability Insurance Scheme. The role requires Australian citizenship, and the ability to obtain Baseline Clearance. Key responsibilities include resolving ICT system issues, liaising with stakeholders, and applying ITIL methodology. Candidates must demonstrate experience with SAP or Salesforce and excel in data analysis.

Qualifications

• Experience in supporting SAP or Salesforce platforms.
• Experience in using an ICT Service Management Tool with ITIL methodology.
• Ability to liaise with and manage internal and external stakeholders.

Responsibilities

• Investigate and resolve ICT system issues using technical expertise.
• Liaise with technical teams and customers for issue resolution.
• Perform data analysis and reporting using Excel.

Skills

Verbal and written communication skills

Stakeholder management

Analytical skills

ITIL methodology application

Data analysis in Excel

Tools

SAP

Salesforce

ICT Service Management Tool

Job description

Australian Citizens residing in Australia with ability to obtain Baseline Clearance only respond.

Overview

The National Disability Insurance Agency, Office of the CIO (NDIA OCIO) is undertaking major work programs to deliver innovative fit-for-need ICT-based solutions to improve the National Disability Insurance Scheme.

Role location and duration

• Contract start 17 January 2024 to 12 months, with 12 months extensions available.
• Australian Citizen, Ability to obtain Baseline Clearance, Deakin ACT, Richmond VIC, Surry Hills NSW role.

Duties

• Utilise technical expertise and specialist knowledge of business rules to investigate and resolve ICT system issues
• Strong verbal and written communication skills in order to liaise with business staff, technical teams and customers
• Ability to work closely and communicate clearly with multiple internal stakeholders and external vendors in the identification and rectification of issues
• Apply best practice ITIL methodology and utilise an ITSM system to investigate, triage and resolve incidents and service requests from a level 2 queue
• Perform validation on complex business problems by differentiating between system issues (IT) or business rule (operational) issues
• Perform occasional data analysis and reporting in Excel, including identifying trends and root causes in data
• Ability to understand and support replication and testing of issues to support SIT, UAT and BVT
• Perform tasks required to support release cycles to support business functions

Every application requires addressing selection criteria as part of application submission.

Selection criteria

1. Demonstrated experience in supporting either SAP or Salesforce platforms
2. Demonstrated experience in the use of an ICT Service Management Tool and the ability to apply ITIL methodology for incident management
3. Demonstrated ability to liaise with and manage internal and external stakeholders to achieve a business outcome
4. Comfortable with new ways of thinking about accessibility and enthusiastic about accessible design & development will be highly regarded
5. Demonstrated ability to analyse and report on data using Microsoft Excel