Application Support Analyst (M365/SharePoint)

randstad digital australia; Adelaide; Hybrid; AUD 85,000 - 110,000; Full time

Job summary

Randstad Digital Australia is seeking an experienced Application Support Analyst (M365 / SharePoint) for a 12-month contract based in Adelaide. The role requires hybrid work attendance and handles ongoing M365/SharePoint support, policy administration, and incident resolution.

You will manage incidents end-to-end, triage updates, and contribute to knowledge management while collaborating with IAM, ITIL processes, and cross-functional teams.

Qualifications

• Bachelor’s degree or equivalent practical experience in IT.
• Desirable ITIL v3/v4 Foundation and Microsoft 365 certifications (MS-900, MS-102 or SharePoint Online).
• 3+ years in Application Support, L2/L3 technical support, or M365 Specialist roles in an enterprise.

Responsibilities

• M365 & Cloud Policy administration and daily operational maintenance.
• Review, triage and communicate about Microsoft releases and updates.
• Own incident and service requests through to resolution with clear user communication.
• Assist with Major Incident Leads during outages and participate in change reviews.
• Monitor ticket trends and contribute to knowledge management and self-help guidance.
• Provide support for Knowledge Central and SharePoint administration and troubleshooting.

Skills

SharePoint

Microsoft 365

ITIL

Communication

Problem Solving

Education

Bachelor's degree in Computer Science / IT

Tools

Knowledge Central

Job description

• Location: Adelaide, SA (Hybrid)
• Contract Duration: 12-Month Contract

We are seeking an experienced Application Support Analyst (M365 / SharePoint.) to join our client team on a 12-month initial contract in Adelaide.

Key Responsibilities

• M365 & Cloud Policy Administration: Assist with Microsoft 365 application configurations, cloud policies and daily operational maintenance.
• Microsoft Release & Update Management: Review and triage upcoming Microsoft releases. Prioritize critical updates, collate impact assessments and collaborate with internal communications to draft clear user updates.
• BAU Incident & Request Management: Take complete end-to-end ownership of tickets through to resolution or handover, delivering clear, proactive and empathetic communication to end users throughout.
• Major Incident & Change Support: Assist Major Incident Leads during high-priority outages by conducting user impact assessments and front-line communication. Participate in Change reviews and issue system outage notifications.
• Trend Analysis & Knowledge Management: Monitor ticket trends to detect recurring issues and elevate to Problem Management. Author and update technical documentation alongside user-facing self-help guides.
• Application Support: To support core tools, including Knowledge Central (document management) and SharePoint (troubleshooting & administration).

What We Are Looking For

• Technical Expertise: Proven background supporting enterprise applications, with demonstrated hands‑on experience across SharePoint and the broader Microsoft 365 suite.
• ITSM / ITIL Frameworks: Solid grounding in ITIL best practices across Incident, Request, Change, Problem and Knowledge Management processes.
• Communication Skills: Ability to translate complex technical concepts into accessible, clear and empathetic language for non‑technical stakeholders.
• Problem‑Solving Mindset: A proactive approach to identifying system trends, resolving tickets efficiently and proposing ongoing process enhancements.

Qualifications & Experience

• Education: Bachelor’s degree in Computer Science, Information Technology, or a related discipline (or equivalent practical experience).
• Certifications (Desirable):
  • ITIL v3 / v4 Foundation certification.
  • Microsoft 365 certifications (e.g., MS-900 M365 Fundamentals, MS-102 M365 Administrator, or SharePoint Online certifications).
• Experience: 3+ years of experience in an Application Support, L2/L3 Technical Support, or M365 Specialist role within an enterprise environment.

Eligibility & Work Location

• Working Rights: Applicants must have full working rights in Australia to be considered for this position.
• Visa Sponsorship: Please note that NO visa sponsorship is available for this position.
• Work Arrangement: This role requires hybrid attendance and does not support full-time remote work. Adelaide based – not available on remote.

At Randstad Digital, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all.

We actively encourage applications from any background.

Experience

2 years