SAP/Salesforce Application Support Analyst | Hybrid | ITIL

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

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.