SAP Platform Support Specialist — Hybrid Role

Department of Customer Service; Sydney; Hybrid; AUD 117,000 - 129,000; Full time

Job summary

The Department of Customer Service invites applications for a Technical Specialist Clerk Grade 7/8. This ongoing full-time role is based in Sydney with hybrid working arrangements (2 days in the office per week).

You will provide technical application support for the myWorkZone SAP Platform and related enterprise applications, coordinating incidents, escalations, and service improvements to ensure reliable, customer-focused service delivery.

Responsibilities

• Analyze incidents, service requests, and system alerts to identify the impacted service, potential root cause and appropriate resolution pathway.
• Monitor and support SAP BTP services, and other supported edge applications to ensure service availability and operational performance.
• Perform initial technical investigation for end users’ issues pertaining to vendor supported SAP Platform and determine whether incidents can be resolved internally or require escalation to vendor managed support teams.
• Act as the primary liaison between business stakeholders, agency ICT teams and external vendors for the investigation and resolution of platform related issues.
• Monitor and manage incident queues, ensuring incidents are prioritized, assigned and communicated appropriately throughout the support lifecycle.
• Support testing, validation and implementation activities for application enhancements, releases, configuration changes and service improvements from SAP technical stance.
• Contribute to problem management activities by identifying trends, recurring issues, and opportunities to improve service reliability and user experience.
• Maintain operational documentation, knowledge articles, support procedures and reporting to support effective service delivery and knowledge sharing.

Job description

The Department of Customer Service invites applications for a Technical Specialist Clerk Grade 7/8. This ongoing full-time role is based in Sydney with hybrid working arrangements (2 days in the office per week).

You will provide technical application support for the myWorkZone SAP Platform and related enterprise applications, coordinating incidents, escalations, and service improvements to ensure reliable, customer-focused service delivery.