APS6 Senior Application Support Analyst

Talent; Melbourne; Hybrid; AUD 95,000 - 115,000; Full time

Job summary

Talent is recruiting for a Federal Government APS6 Senior Application Support Analyst to provide expert support across SAP and Salesforce, investigate incidents, manage escalations and assist with testing and releases. The role emphasizes ITIL practices, stakeholder collaboration and strong troubleshooting across enterprise systems.

Hybrid work arrangement requires minimum 3 days in office at Richmond or Geelong, with citizenship eligibility for the agency.

Qualifications

• Minimum 5 years in ICT application support within complex environments.
• Experience supporting SAP and/or Salesforce applications.
• Strong ITIL knowledge and hands-on ITSM tooling experience.

Responsibilities

• Investigate, triage and resolve Level 1/2 incidents across SAP and Salesforce.
• Coordinate with stakeholders, vendors and technical teams to resolve priority incidents.
• Apply ITIL practices and manage incidents using ITSM tools.
• Support system testing activities including SIT and UAT.
• Assist with software release cycles and post-release support.
• Provide technical guidance to teammates to improve service delivery.

Skills

ITIL

SAP

Salesforce

Excel

Stakeholder management

Tools

ITSM tools

SIT

UAT

Job description

Our client is a Federal Government agency seeking an experienced APS6 Senior Application Support Analyst to provide technical and functional support across critical enterprise applications, including SAP and Salesforce. This role will focus on investigating and resolving complex application incidents, managing escalations and supporting software testing and release activities.

• Richmond or Geelong location, hybrid minimum 3 days per week in office
• Requires Salesforce and/or SAP experience. Gov experience and security clearance ideal

The role

Working within an established application support team, the Senior Application Support Analyst will be responsible for investigating, prioritising and resolving application incidents and service requests across key business systems. The role requires strong technical troubleshooting, an understanding of business processes and ITIL practices, and the ability to work closely with internal stakeholders, technical teams and external vendors to resolve issues and maintain business continuity.

Key responsibilities

• Investigate, triage and resolve Level 1 and Level 2 application incidents and service requests across SAP and Salesforce platforms.
• Troubleshoot complex application issues, identifying root causes and distinguishing between technical system faults and business process issues.
• Manage escalations and coordinate with technical teams, business stakeholders and external vendors to resolve priority incidents.
• Apply ITIL best practices and utilise IT Service Management (ITSM) tools to manage incidents and service requests.
• Perform data analysis and reporting using Microsoft Excel to identify trends, recurring issues and opportunities for improvement.
• Support system testing activities, including SIT, UAT and business verification testing (BVT).
• Assist with software release cycles, including issue replication, validation and post-release support.
• Provide technical guidance and mentoring to team members to improve application support practices and service delivery.

About you

• Minimum 5 years' experience in ICT application support, ideally within a complex enterprise or Government environment.
• Demonstrated experience supporting SAP and/or Salesforce applications.
• Strong understanding of ITIL methodology and hands-on experience using ITSM tools for incident and service request management.
• Proven ability to investigate and troubleshoot complex application and business system issues.
• Strong stakeholder management skills, with experience working across business teams, technical specialists and external vendors.
• Experience supporting application testing, system upgrades and software release activities.
• Strong Microsoft Excel skills, including data analysis, reporting and identifying trends, will be highly regarded.
• Excellent verbal and written communication skills, with the ability to explain technical issues to non-technical stakeholders.
• An understanding of accessibility principles and inclusive digital service delivery will be advantageous.

Please note that due to our client being a federal government agency, only candidates with Australian citizenship can be considered for this role.