Hybrid SAP/Salesforce App Support Analyst (12m)

Talent; Parramatta; Hybrid; AUD 90,000 - 110,000; Full time

Job summary

Talent is seeking an Application Support Analyst to support SAP or Salesforce across a federal government organisation. The role involves investigating incidents, collaborating with business users and technical teams, and assisting with testing and software releases.

You will triage and resolve Level 2 incidents, determine if issues are due to system functionality or business rules, and work with vendors to manage escalations while supporting testing and reporting.

Qualifications

• Experience supporting SAP or Salesforce applications.
• Experience using an ITSM tool and applying ITIL incident management processes.
• Excel analysis and reporting skills are highly regarded.
• An 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

Troubleshooting

Stakeholder management

Excel reporting

ITIL

ITSM

Tools

ITSM tool

Job description

Talent is seeking an Application Support Analyst to support SAP or Salesforce across a federal government organisation. The role involves investigating incidents, collaborating with business users and technical teams, and assisting with testing and software releases.

You will triage and resolve Level 2 incidents, determine if issues are due to system functionality or business rules, and work with vendors to manage escalations while supporting testing and reporting.