Senior App Support Lead: SAP/Salesforce & ITIL

DFP Recruitment; Adelaide; On-site; AUD 80,000 - 120,000; Full time

Job summary

DFP Recruitment is seeking a Senior Application Support Analyst to join the support team, focusing on SAP and Salesforce incident management and release support. You will investigate and prioritise staff-raised incidents and coordinate with vendors to resolve issues efficiently.

You will apply ITIL best practices, triage requests from Level 1 to Level 2, and perform data analysis in Excel to identify trends, ensuring smooth SIT/UAT/BVT testing and successful software releases.

Qualifications

• 5+ years in an ICT support role.
• Experience supporting SAP or Salesforce platforms.
• Experience using ICT Service Management Tool and applying ITIL for incident management.
• Ability to liaise with internal and external stakeholders to achieve a business outcome.

Responsibilities

• Investigate and resolve ICT system issues using business rules.
• Liaise with business staff, technical teams and customers.
• Coordinate with internal stakeholders and external vendors for issue resolution.
• Apply ITIL, triage incidents, and manage Level 1–2 requests in ITSM.
• Validate complex problems distinguishing IT vs operational issues.
• Perform data analysis and reporting in Excel to identify trends and root causes.
• Support SIT, UAT, and BVT testing and replication.
• Support release cycles to sustain business functions.
• Mentor team members on best practices for Business Applications.

Skills

ICT support

SAP

Salesforce

ITIL

Stakeholder management

Excel data analysis

Mentoring

Tools

ITSM Tool

Job description

DFP Recruitment is seeking a Senior Application Support Analyst to join the support team, focusing on SAP and Salesforce incident management and release support. You will investigate and prioritise staff-raised incidents and coordinate with vendors to resolve issues efficiently.

You will apply ITIL best practices, triage requests from Level 1 to Level 2, and perform data analysis in Excel to identify trends, ensuring smooth SIT/UAT/BVT testing and successful software releases.