Application Support Analyst

DFP Recruitment; Melbourne; On-site; AUD 70,000 - 90,000; Full time

Job summary

DFP Recruitment is seeking an Application Support Analyst to join its support team to investigate and prioritise incidents raised by staff for SAP and Salesforce platforms, and to manage escalations of priority issues. They will also assist with testing and release cycles for software updates.

You will liaise with business staff, technical teams and vendors, apply ITIL practices, and provide data analysis in Excel to identify trends and root causes.

Qualifications

• Demonstrated experience in supporting SAP or Salesforce platforms.
• Experience using an ICT Service Management Tool and applying ITIL incident management practices.
• Ability to liaise with internal and external stakeholders to achieve business outcomes.

Responsibilities

• Investigate and prioritise ICT system incidents and service requests from a level 2 queue.
• Liaise with business staff, technical teams and customers to resolve issues.
• Support testing and release cycles for software releases as required.
• Apply ITIL best practices and use an ITSM system to triage incidents and requests.

Skills

SAP

Salesforce

ITIL

Tools

ITSM tool

Job description

Job Location and Eligibility

• Position available in the following states: NSW, VIC, ACT
• Australian Citizenship Required

DFP Recruitment is seeking an Application Support Analyst to work within the support team to investigate and prioritise business application incidents raised by staff for SAP and Salesforce platforms, as well as manage escalations of priority issues. They will also help support the testing and release cycles for software releases as required.

Key duties and responsibilities

• 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.

Essential criteria

• Demonstrated experience in supporting either SAP or Salesforce platforms
• Demonstrated experience in the use of an ICT Service Management Tool and the ability to apply ITIL methodology for incident management.
• Demonstrated ability to liaise with and manage internal and external stakeholders to achieve a business outcome.

Desirable criteria

• Comfortable with new ways of thinking about accessibility and enthusiastic about accessible design & development will be highly regarded.
• Demonstrated ability to analyse and report on data using Microsoft Excel.

DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise [e-mail]1300 337 000and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.