Senior Application Support

Peoplebank; Gold Coast City; Hybrid; AUD 90,000 - 130,000; Full time

Job summary

Peoplebank is seeking a Senior Application Support Analyst to join our enterprise applications support team. You’ll triage and resolve L1–L2 incidents across SAP and Salesforce, manage escalations, and support release and testing cycles.

You'll rely on ITIL practices, use an ITSM platform, and collaborate with technical teams and vendors. Strong Excel analytics, stakeholder engagement, and an interest in accessibility will help you drive reliable, inclusive solutions.

Qualifications

• 5+ years in an ICT/application support role.
• Experience in SAP or Salesforce.
• Hands-on use of an ITSM platform and applying ITIL for incident management.
• Strong stakeholder engagement and communication skills.
• Interest in accessibility and inclusive design principles.
• Strong Excel-based analysis/reporting capability.

Responsibilities

• Investigate, prioritise and resolve L1–L2 incidents/service requests via an ITSM tool using ITIL practices.
• Manage/escalate priority issues and coordinate with technical teams and vendors.
• Diagnose whether issues are system (IT) vs business-rule/process related.
• Perform data analysis and reporting including trend/root cause analysis in Excel.
• Support replication/testing (SIT/UAT/BVT) and assist with release activities.
• Mentor team members on support standards and best practice.

Skills

Stakeholder engagement

Excel reporting

Analytical thinking

Communication skills

ITIL awareness

Tools

SAP

Salesforce

ITSM platform

Job description

Role: Senior Application Support

12 months initial contract, possible extension

Open to candidates in ACT, VIC, NSW, SA, TAS - Hybrid options

Must be Australian Citizen

NV1 Clearance is an advantage

About the Role: We’re seeking a Senior Application Support Analyst to join an enterprise applications support team, triaging and resolving incidents and service requests across SAP and/or Salesforce, managing escalations, and supporting release/testing cycles.

Key responsibilities

• Investigate, prioritise and resolve L1–L2 incidents/service requests via an ITSM tool using ITIL practices
• Manage/escalate priority issues and coordinate with technical teams and vendors
• Diagnose whether issues are system (IT) vs business-rule/process related
• Perform data analysis and reporting including trend/root cause analysis in Excel
• Support replication/testing (SIT/UAT/BVT) and assist with release activities
• Mentor team members on support standards and best practice

Qualifications

• 5+ years in an ICT/application support role
• Experienced in supporting SAP or Salesforce
• Hands‑on use of an ITSM platform and applying ITIL for incident management
• Strong stakeholder engagement and communication skills
• Interest in accessibility and inclusive design principles
• Strong Excel-based analysis/reporting capability

Note: We may use Aida (AI-assisted screening) as part of the initial application screening process.

Peoplebank and Leaders IT are committed to creating a diverse and inclusive workplace where everyone belongs. We welcome applications from people of all backgrounds, identities, and experiences. If you need adjustments to the recruitment process due to your circumstances, please let us know—we’re here to support you.