Application Support Analyst

Aurec; Canberra; Híbrido; AUD 90.000 - 130.000; Jornada completa

Descripción de la vacante

Aurec is seeking an Application Support Analyst for a Federal Government engagement across ACT, VIC, NSW, SA or TAS with hybrid work options.

You will investigate, triage, and resolve Level 1–2 incidents for SAP and Salesforce, apply ITIL processes, and collaborate with users, delivery teams and vendors to ensure service stability nationwide. You will also mentor juniors and contribute to SIT/UAT/BVT testing cycles.

Formación

• 5+ years of ICT application support experience.
• Strong ITIL incident and problem management knowledge.
• Familiar with SIT/UAT/BVT software release/testing cycles.
• Excellent stakeholder management and communication skills.
• Desirable knowledge of accessibility standards and inclusive design.

Responsabilidades

• Investigate, triage, and resolve Level 1–2 incidents and service requests.
• Manage prioritisation and escalations for enterprise apps (SAP/Salesforce).
• Collaborate with business users, delivery teams, and vendors to fix issues.
• Conduct root cause and trend analysis on incident data using Excel.
• Support end-to-end testing and releases, including SIT, UAT, BVT.
• Mentor junior team members on standards and best practices.

Conocimientos

SAP or Salesforce platforms

ITSM tools

Microsoft Excel

Stakeholder management

Herramientas

SAP

Salesforce

Descripción del empleo

Application Support Analyst | Federal Government

About the Opportunity

• Join a high-performing support team delivering critical, innovative ICT-based solutions for a major Federal Government agency.

• Play a central role in driving business application stability across enterprise platforms, directly influencing service quality and operational outcomes nationwide.

What's on Offer

• Contract/Engagement: Initial 12-month contract + 1x 12-month extension option.

• Location & Flexibility: Multiple location options across ACT, VIC, NSW, SA, or TAS with flexible/hybrid arrangements available.

Role & Responsibilities

• Investigate, triage, and resolve complex Level 1 to Level 2 incidents and service requests in alignment with best-practice ITIL methodologies.

• Manage prioritisation and escalations for enterprise business applications across SAP and Salesforce platforms.

• Collaborate closely with business users, technical delivery teams, and external vendors to identify, validate, and rectify systemic issues.

• Conduct root cause and trend analysis on incident data using advanced Microsoft Excel techniques.

• Support end-to-end testing and release cycles, including replicating issues to assist SIT, UAT, and BVT activities.

• Mentor junior team members on business application standards, troubleshooting protocols, and support best practices.

Skills & Experience

To be successful in this position, you will ideally bring:

• Technical Toolkit: Demonstrated hands-on support experience with either SAP or Salesforce platforms, paired with proficiency in enterprise ITSM tools and Microsoft Excel.

• Experience: 5+ years of proven commercial experience within an ICT application support capacity.

• Methodologies & Best Practice: Deep practical understanding of ITIL frameworks for incident and problem management; familiarity with software release and testing cycles (SIT/UAT/BVT).

• Core Capabilities: Exceptional stakeholder management and communication skills, with an analytical mindset capable of distinguishing technical faults from complex operational business rules.

• Desirable: An awareness of accessibility standards, accessible design principles, and modern digital inclusion practices.

Eligibility & Clearance Requirements

• Security Clearance: Due to the secure nature of this Federal Government environment, candidates must hold a current Australian Government NV1 security clearance.