2nd/3rd Line Application Support Analyst — Government SaaS

Profectus; Canberra; Hybrid; AUD 90,000 - 120,000; Full time

Job summary

Profectus is seeking expressions of interest from experienced Application Support Analysts for likely future opportunities across the Australian Government. Duties include supporting production applications, resolving incidents and defects, and coordinating fixes with vendors and development teams.

Key responsibilities cover 2nd/3rd line support, incident tracking, log analysis and ensuring releases run smoothly with ITIL-aligned processes. Security clearance and a hybrid work arrangement apply.

Qualifications

• Minimum three years in application support roles.
• Experience supporting production business applications.
• Experience managing incidents, problems and defects.
• SQL knowledge for data investigation and troubleshooting.
• Familiarity with cloud-hosted or SaaS applications.
• Experience with government or regulated industries is advantageous.

Responsibilities

• Provide second and third level support for business applications
• Investigate, diagnose and resolve incidents, problems and service requests
• Analyse logs, data and configuration to identify root causes
• Log, track and prioritise defects and coordinate fixes with vendors and development teams
• Test fixes and minor enhancements before releases
• Support application releases, upgrades and post-release checks
• Monitor application health, performance and scheduled jobs
• Create knowledge articles and runbooks; maintain support documentation
• Follow ITIL incident, problem and change management processes

Skills

SQL troubleshooting

Incident management

Problem solving

Log analysis

Vendor coordination

Education

ITIL Foundation

Tools

ServiceNow

Jira Service Management

Dynamics 365

Job description

Profectus is seeking expressions of interest from experienced Application Support Analysts for likely future opportunities across the Australian Government. Duties include supporting production applications, resolving incidents and defects, and coordinating fixes with vendors and development teams.

Key responsibilities cover 2nd/3rd line support, incident tracking, log analysis and ensuring releases run smoothly with ITIL-aligned processes. Security clearance and a hybrid work arrangement apply.