Application Support Analyst

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

Job summary

DFP Recruitment is seeking an Application Support Analyst to join our support team in handling SAP and Salesforce incidents, prioritising issues and assisting with release cycles. The role requires strong ITIL experience and the ability to liaise with stakeholders across business and technical teams.

Applicants should be comfortable analysing data in Excel and contributing to testing and validation across SIT, UAT and BVT activities. NSW, VIC, ACT locations are available.

Qualifications

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

Responsibilities

• Investigate and prioritise ICT incidents for SAP and Salesforce platforms.
• Liaise with business staff, technical teams and customers to communicate issues.
• Manage escalations of priority issues and support testing and release cycles.
• Apply ITIL best practice to triage and resolve incidents and service requests.
• Differentiate between system issues and business rule issues during validation.
• Analyze data in Excel to identify trends and root causes.
• Support replication and testing for SIT, UAT, and BVT.
• Assist with tasks to support software release cycles.

Skills

SAP/Salesforce

ITIL/Service Mgmt

Stakeholder Liaison

Data Analysis (Excel)

Tools

ITSM Tool

Excel

Job description

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

• 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.

Applicants new to DFP may be asked to provide additional information including work rights status via a survey link – if requested, we ask that you provide this information in order to expedite your application.
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 via***********@dfp.com.auor1300 337 ***and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.