Application Support Specialist

Service Stream; City of Melbourne; Hybrid; AUD 85,000 - 105,000; Full time

Benefits offered by this job

Flexible hybrid work arrangements

Career development opportunities

Access to employee benefits and discounts

Variety of paid leave options

Job summary

A leading Australian services provider is seeking an Application Support Specialist to support and improve critical business applications. This full-time role involves Level 2/3 support, leading incident resolution, and collaborating with various teams to enhance system stability. Candidates must have proven experience in enterprise applications and be Australian citizens. The company offers flexible hybrid work arrangements, career development opportunities, and a safe, supportive culture.

Qualifications

• Must be an Australian Citizen.
• Proven experience in a multi-system environment.
• Hands-on experience with ServiceNow.

Responsibilities

• Provide Level 2/3 support for enterprise applications.
• Lead incident resolution and root cause analysis.
• Support enhancements, system changes, and release activities.

Skills

Experience supporting enterprise applications

Strong analytical and troubleshooting capabilities

Excellent communication skills

Knowledge of ITIL processes

Experience with ServiceNow

Understanding of Agile methodologies

Education

Degree in Information Systems or Computer Science

ITIL or ServiceNow certifications

Tools

ServiceNow

Job description

As an Application Support Specialist, you will play a critical role in supporting, maintaining, and continuously improving a suite of business‑critical applications across Service Stream’s national operations. This full‑time, permanent opportunity (hybrid, with three days in the office) is ideal for technically strong, proactive professionals who thrive in complex enterprise environments and enjoy working across both BAU support and project‑driven work.

You’ll join a collaborative team within GBIS, partnering closely with developers, architects, security teams, business stakeholders, and project squads to uplift system stability, enhance user experience, and ensure operational readiness across the corporate application landscape.

Please note this role is only open to Australian Citizens.

About the role

• Provide Level 2/3 support across a portfolio of enterprise applications, ensuring performance, reliability, and availability against agreed service levels.
• Lead incident resolution, root cause analysis, and preventative improvements to enhance overall system stability.
• Support minor enhancements, system changes, and release activities including testing, validation, deployment, and documentation.
• Collaborate with business stakeholders and technology teams to prioritise demand, resolve issues, and deliver effective solutions.
• Contribute operational insight to project teams to ensure scalability, supportability, and smooth transition into BAU.
• Maintain accurate knowledge articles, system documentation, and governance‑aligned configuration standards.
• Monitor application health, data quality, and performance, proactively identifying risks and improvement opportunities.
• Support and administer ServiceNow, including workflows, catalogue items, reporting, and ITSM modules (Incident, Problem, Change, Requests).
• Uphold ITSM best practice across the organisation, driving continuous improvement in processes and platform use.
• Assist with integration support including MID Server setup, credentials management, schedules, and basic REST/SOAP configuration.
• Provide reporting and insights that support service quality, performance trends, and decision‑making.

Skills and experience

• Must be an Australian Citizen.
• Proven experience supporting enterprise applications within a complex, multi‑system environment.
• Strong understanding of ITIL processes and service management best practice.
• Ability to balance operational BAU support with enhancements, projects, and continuous improvement initiatives.
• Strong analytical, troubleshooting, and problem‑solving capability.
• Excellent communication skills with the ability to simplify technical concepts for business users.
• Demonstrated experience supporting data loads, onboarding processes, and foundational configuration.
• Experience with change, release, and deployment processes.
• Hands‑on experience administering ServiceNow and supporting ITSM processes.
• Understanding of ServiceNow security concepts including roles, groups, ACLs, and least‑privilege access.
• Exposure to Agile methodologies and cross‑functional delivery environments.

Qualifications

• Degree in Information Systems, Computer Science, or relevant equivalent experience.
• ITIL or ServiceNow certifications (highly regarded).
• Experience working in large‑scale or regulated environments.
• Exposure to SAP or SuccessFactors is an advantage.

About Us

Service Stream is an equal opportunity ASX‑listed business that develops and operates Australia’s essential services networks across telecommunications, utilities, transport, defence, and social infrastructure industries. We keep communities connected.

Benefits of working with us include:

• A safe and supportive culture that values diversity and inclusion.
• Flexible hybrid work arrangements.
• Genuine career development and advancement pathways.
• Access to employee benefits, offers, and discounts.
• A variety of paid leave options including parental, cultural, community service, study, corporate volunteering, and purchased leave.

How to apply

Please submit your interest using the Apply button, where you will be directed to create a profile in our recruitment system. We celebrate diversity at Service Stream and welcome applications from Aboriginal and/or Torres Strait Islander peoples, people with disability or neurodivergence, and those from LGBTIQA+, Veteran, or other diverse backgrounds.

Applications will not be accepted via email. If you require reasonable adjustments to the recruitment process, please contact [e-mail].