Application Support Analyst - SAP /...

Talent; Sydney; Hybrid; AUD 90,000 - 120,000; Full time

Job summary

Talent is seeking an Application Support Analyst to support SAP and Salesforce within a federal government organisation. This is a 12-month contract with a potential 12-month extension and a hybrid arrangement: three days onsite per week in Sydney.

You will investigate, triage and resolve Level 2 incidents using ITIL practices, determine issue scope, and work with internal teams and external vendors on escalations.

Qualifications

• Experience supporting SAP or Salesforce applications.
• Experience using an ITSM tool and applying ITIL incident management processes.
• Strong troubleshooting, communication and stakeholder management skills.
• Excel analysis and reporting skills are highly regarded.
• Understanding of accessibility and inclusive digital services is desirable.

Responsibilities

• Investigate, triage and resolve Level 2 incidents and service requests using ITIL practices.
• Determine whether issues relate to system functionality or operational business rules.
• Work with internal teams and external vendors to resolve issues and manage escalations.
• Replicate issues and support system testing, UAT and release activities.
• Analyse data in Excel to identify trends and support reporting.

Skills

SAP

Salesforce

ITIL

ITSM tool

Troubleshooting

Stakeholder mgmt

Excel

Accessibility awareness

Job description

Application Support Analyst - SAP / Salesforce

12-month contract + potential 12-month extension

Hybrid: 3 days onsite per week

We’re seeking an Application Support Analyst to support business applications across SAP or Salesforce within a federal government organisation.

What You’ll Do

• Investigate, triage and resolve Level 2 incidents and service requests using ITIL practices.
• Determine whether issues relate to system functionality or operational business rules.
• Work with internal teams and external vendors to resolve issues and manage escalations.
• Replicate issues and support system testing, UAT and release activities.
• Analyse data in Excel to identify trends and support reporting.

What You’ll Bring

• Experience supporting SAP or Salesforce applications.
• Experience using an ITSM tool and applying ITIL incident management processes.
• Strong troubleshooting, communication and stakeholder management skills.
• Excel analysis and reporting skills are highly regarded.
• An understanding of accessibility and inclusive digital services is desirable.

Eligibility Requirements

• Australian citizenship and active Baseline security clearance are required.
• Ability to obtain Negative Vetting Level 1 (NV1) clearance.