Sap/Salesforce Application Support Analyst – Itil Pro
Dfp Recruitment
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Descrizione del lavoro
Appian is seeking an Applications Support Analyst to join its Sydney team. You will troubleshoot complex application issues, manage service desk requests, and support ERP/CRM apps while working closely with Product and IT teams in a hands-on, on-site environment.
The role emphasizes SQL proficiency, user administration, reporting, and data migration, with opportunities to contribute to automation and process improvements.
Competenze
- 2+ years' experience in application support, internal IT support or similar role.
- Experience with service desk/ticketing systems (JIRA, ServiceNow, Freshdesk or Salesforce).
- Experience writing SQL queries for reporting, investigation and data manipulation.
- Understanding of ITIL best practices for customer support.
- Strong application troubleshooting, analytical and problem-solving skills.
- Good communication skills and confidence working with stakeholders across a business.
- Ability to prioritise competing requests and manage time effectively.
Mansioni
- Providing application support and troubleshooting system issues.
- Managing and triaging service desk requests through to resolution.
- Supporting systems, user administration and security.
- Deploying application changes and completing post-change verification testing.
- Maintaining support documentation and processes.
- Developing user reports and alerts.
- Supporting application upgrades, data conversion and migration.
Conoscenze
Strumenti
Descrizione del lavoro
Posted 2 days ago
Job Description
Description
We're looking for an Applications Support Analyst with strong troubleshooting and SQL skills to join our IT team at Sydney Olympic Park, supporting the business applications our teams rely on every day.
Reporting to the General Manager - Information Technology, you'll help keep our applications and data running reliably and ensure issues are investigated and resolved efficiently.
Working as a link between IT and the wider business, you'll manage requests through to resolution, troubleshoot application issues, assist with systems administration and help maintain key business systems.
If you enjoy solving problems, working with users and getting across different business applications, this is a varied, hands‑on role where you can put your technical and analytical skills to work.
- Varied role across application support, systems administration and user support.
- Exposure to stakeholders across different areas of the business.
- Hands‑on involvement in application changes, upgrades and data migration.
- Opportunity to build your experience across reporting, SQL and business applications.
- Providing application support and troubleshooting system issues.
- Managing and triaging service desk requests through to resolution.
- Supporting systems, user administration and security.
- Deploying application changes and completing post‑change verification testing.
- Maintaining support documentation and processes.
- Developing user reports and alerts.
- Supporting application upgrades, data conversion and migration.
- Minimum 2 years' experience in Application Support, Internal IT Support or a similar role.
- Experience with service desk/ticketing systems such as JIRA, ServiceNow, Freshdesk or Salesforce.
- Experience writing SQL queries for reporting, investigation and data manipulation.
- Understanding of ITIL best practices for customer support.
- Strong application troubleshooting, analytical and problem‑solving skills.
- Good communication skills and confidence working with stakeholders across a business.
- Ability to prioritise competing requests and manage your time effectively.
- Strong attention to detail and a customer‑focused approach to issue resolution.
- Ability to work autonomously while contributing effectively within a team.
- Experience supporting Pronto XI, Uptick or another ERP/business application would be highly regarded.
- Working knowledge of Microsoft Excel and Word.
At Precise, we create safer, smarter, and more sustainable environments and it all starts with our people.
We've been recognised as a Great Place to Work® for the past three years, with a culture built on trust, support, and real career opportunities.
Founded in Sydney in 2002, we now have 500+ technicians, engineers, and service professionals supporting 700,000+ assets across 18,000+ properties nationwide. Backed by GENERAL Industries (formerly Fujitsu General Limited), we're continuing to grow rapidly across Australia.
This means stable work, diverse projects, and real career pathways, not just another job.
- D365 CRM tech knowledge & exposure
- Tech BA experience would be an advantage ( someone who have had worked on business processes & mapping or have the right attitude to learn and analyze)
- Analysis skills (this is important to assist queries from end‑user)
- Knowledge of Dataverse or the backend of Microsoft Dynamics would be an advantage not mandatory.
- Working in a support environment would be an advantage.
- Stakeholder Management
- Team player
- Further possible roadmap for this resource - To ongoing act as Level 02 support for CRM, and ERP systems including extending tech support to commercial apps like EAP portal, Moodle, and Divvito (maybe at level 01 or 02 depending on the skillsets and interest to learn).
Here at Appian, our values of Intensity and Excellence define who we are. We set high standards and live up to them, ensuring that everything we do is done with care and quality. We approach every challenge with ambition and commitment, holding ourselves and each other accountable to achieve the best results. When you join Appian, you’ll be part of a passionate team dedicated to accomplishing hard things, together.
The Appian Business Technology team is the strategic engine driving our internal corporate infrastructure forward. We build, optimise, and scale the mission‑critical systems that empower Appian employees globally, ensuring our internal operations mirror the high‑performance capabilities of our market‑leading technology.
This is a high‑impact opportunity for an experienced technology professional to lead the support and evolution of applications built on Appian’s advanced platform. You will solve complex technical challenges, drive best practices, and influence solutions across AI‑Powered Process Automation and Enterprise‑Grade Orchestration. You’ll partner with developers and business stakeholders across CRM and HR domains while providing technical leadership. The role offers meaningful ownership, cross‑functional influence, and the opportunity to shape scalable, reliable solutions in a collaborative, in‑person environment.
- Investigate & Resolve Issues: Analyze complex system anomalies and support requests from global end users, providing rapid workarounds and executing data analysis to isolate root causes.
- Lead Production Resolution: Take ownership of active production incidents, coordinating cross‑functionally across internal business units to rapidly restore critical services.
- Perform Maintenance: Execute routine environment maintenance and perform post‑refresh validation checks to keep internal application sandboxes stable, secure, and efficient.
- Support Deployment Handoffs: Partner with development squads during project handoffs, assist in testing during deployments, and document software defects to improve operational workflows.
- Govern Technical Documentation: Maintain internal knowledge base documentation and collaborate directly with Engineering to participate in usability testing for next‑generation platform features.
- Degree: Minimum of a Bachelor of Science or Bachelor of Arts in Computer Science, Information Technology, Business Information Systems, or a related technical discipline.
- Experience: At least 3 years of professional experience in enterprise application support, data analysis, or a related technical production environment.
- Technical Skills: Foundational proficiency using SQL and/or complex spreadsheets to analyze datasets, track system behaviours, and perform targeted data corrections. Comfortable using AI tools to accelerate personal workflows.
- Core Competencies: Strong analytical problem‑solving abilities, exceptional communication skills, and the confidence to collaborate face‑to‑face in an interactive team environment.
- Hands‑on experience supporting custom applications built on the Appian platform.
- Familiarity with Agile development methodologies and relational databases such as MySQL or PostgreSQL.
- Functional knowledge of enterprise core systems across CRM, HRIS, or ERP domains.
- We value experience with enterprise platforms such as Salesforce or ServiceNow, as these skills translate well into our Enterprise‑Grade Orchestration environment.
- Training and Development: During onboarding, we focus on equipping new hires with the skills and knowledge for success through department‑specific training. Continuous learning is a central focus at Appian, with dedicated mentorship and the First‑Friend program being widely utilised resources for new hires.
- Growth Opportunities: Appian provides a diverse array of growth and development opportunities, including our leadership program tailored for new and aspiring managers, a comprehensive library of specialised department training through Appian University, skills based training, and tuition reimbursement for those aiming to advance their education. This commitment ensures that employees have access to a holistic range of development opportunities.
- Community: We’ll immerse you into our community rooted in respect starting on day one. Appian fosters inclusivity through our 8 employee‑led affinity groups . These groups help employees build stronger internal and external networks by planning social, educational, and outreach activities to connect with Appianites and larger initiatives throughout the company.
Appian offers a comprehensive benefits package designed to support your health, wellbeing, and financial future. Benefits may include health coverage, Employee Assistance Program (EAP) with free mental health support, life and disability insurance, an Employee Stock Purchase Program (ESPP), a retirement/pension plan, wellness dollars, tuition reimbursement, family‑forming benefits and more. Benefits vary by country—please ask your Talent Acquisition contact for details specific to the location you are applying to.
Appian provides AI automation for the most important business processes at the world’s largest organisations. Our platform is known for its unique power, reliability, and scale. We’ve been automating processes for more than 25 years and have proven expertise in enterprise operations. For more information, visit appian.com .
Appian is an equal opportunity employer that strives to attract and retain the best talent. All qualified applicants will receive consideration for employment without regard to any characteristic protected by applicable federal, state, or local law.
Appian provides reasonable accommodations to applicants in accordance with all applicable laws. If you need a reasonable accommodation for any part of the employment process, please contact us by email at . Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.
We’re proud to be an active contributor in the circular economy through container deposit schemes (10c refund for eligible drink containers). We help our scheme partners recycle close to 10 million drink containers every day, diverting them from landfill into the circular economy.
Our technology and services enable the circular lifecycle of drink containers. We have a large in‑house software engineering team using modern technology stacks to develop and support our products. As well as a suite of SaaS products, our range of business services includes accounting, payments, brand & marketing, materials trading, HR, customer service and support.
CES was formed in 2017 as a joint venture between Lion and Coca‑Cola Europacific Partners and has grown rapidly. We are headquartered in North Sydney, near public transport with beautiful harbour views. Our teams are passionate about our mission to ensure valuable materials are recycled and not wasted. We provide an inclusive culture, hybrid and flexible working and career development to bring the best out in our people.
Originally known as Container Exchange Services, we have rebranded to Circular Economy Systems to recognise our vision to be leaders in the transition to a circular economy.
We’re looking for an experienced Application Support Analyst to join our Support & Escalations team for a 12‑month fixed‑term contract.
This is an L2/L3 support role where you’ll take ownership of incidents and service requests, troubleshoot complex application issues, and work through problems from investigation to resolution while ensuring client SLAs are met.
A large part of your day will be spent getting hands‑on with tickets, using SQL, logs, APIs and monitoring tools to understand what’s going wrong and find the right solution. You’ll also work directly with clients, Product and other technical teams to resolve more complex issues.
Experience within payments, banking or financial services would be a great advantage, but it’s not essential. We’re equally interested in people with strong application support and SQL experience who are comfortable working with complex, interconnected systems.
Manage and resolve L2/L3 incidents and service requests, ensuring issues are properly documented and resolved within agreed SLAs.
Investigate and troubleshoot application issues using SQL queries, system logs, APIs and monitoring tools.
Support complex, web‑based and integrated applications in a production environment.
Take ownership of client‑raised issues and work them through to resolution.
Troubleshoot issues relating to areas such as user access, databases, integrations, application functionality and transaction processing.
Communicate directly with clients via email and phone, particularly when investigating more complex issues.
Perform system health checks and monitor application performance.
Escalate complex technical issues with clear analysis, troubleshooting steps and supporting information.
Work closely with Product, infrastructure, database, network and other technical teams to resolve production issues.
Create and maintain knowledge‑base articles, support documentation and operational processes.
Identify opportunities for automation, continuous improvement and better support processes.
Provide product guidance and training to clients and users.
- 2+ years’ experience in application or software support within a complex environment.
- Strong hands‑on SQL skills, including writing and troubleshooting SQL queries/scripts.
- Experience with databases such as Oracle or PostgreSQL.
- Experience supporting web‑based, enterprise or in‑house applications.
- Hands‑on experience troubleshooting API‑based integrations.
- Experience managing incidents and service requests within an SLA‑driven environment.
- Experience with ticketing platforms such as Zendesk or similar.
- Strong problem‑solving and troubleshooting skills.
- Confidence communicating directly with clients through both email and phone.
- Great attention to detail and a strong customer‑service mindset.
- Ability to work effectively in a fast‑moving environment and take ownership of issues through to resolution.
- Experience within payments, banking or financial services.
- Experience supporting payment processing, settlement, transaction or POS systems.
- Experience with Azure environments and troubleshooting.
- ITIL certification or experience working within ITIL practices.
- Exposure to software development technologies such as Java, Angular or React.
Scheme success is our success: Our mission is to accelerate recycling rates. We make decisions in the best interest of all schemes to maximise our impact for individuals, community, and the environment.
Win as a Team: The whole is greater than the sum of its parts. Great things are achieved in teams that combine the right expertise and leadership.
Make a Difference: Take initiative, take ownership. Openly communicate the outcome you want and go make it happen!
Be Engaged: Reflect your passion in your work, no matter the task or challenge. Your engagement is a source of inspiration to your peers.
Do the Right Thing: Do the right thing by others and the company, and the rest will follow. Seek win‑win outcomes, listen, act inclusively, and always aim for better.
Support business‑critical apps for members nationally. Work from our Pitt St office with world‑class facilities on site. Free gym membership for you and your buddy, plus discounted PT. In a nutshell Ensure the smooth operation and support of our organisation’s applications and software systems, while enhancing the overall efficiency and effectiveness of our IT services.
The role supports globally delivered production services and works closely with operations and technical teams across multiple regions. It includes participation in on‑call rotations and occasional planned work outside normal business hours.
We are committed to fostering an inclusive workplace where diverse perspectives, experiences, and identities are valued and celebrated.
We ensure that individuals with disabilities are provided with reasonable accommodation throughout the hiring process.
- Ability to work autonomously while contributing effectively within a team.
- Degree in Information Systems, Technology, or relevant discipline.
- Certifications in relevant technologies is desirable Experience and Knowledge.
- Demonstrated and have knowledge supporting 24x7 Technology Systems.
- Demonstrated and have knowledge managing MS Windows, Azure and or AKS.
- Demonstrated knowledge in managing the OS upgrade activities.
- Demonstrated and have knowledge of incident, problem, capacity and change management (ITIL desirable) and ability to maintain technical documentation.
- Demonstrated and have knowledge using CI/CD pipelines for deployment.
- Self‑driven, inquisitive mindset with tenacity to solve problems and deliver outcomes.
- In collaboration with other teams, you will be responsible for determining the best approach to our architecture and be competent in developing and implementing processes and procedures for improved operations, workflow, practices, documentation, and security.
- Strive to understand and help improve our application delivery process.
- Effective communication, coordination, interpersonal skills, and ability to work with internal / external stakeholders spreading in.
- Receive personalized job recommendations.
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