Senior Application Support Analyst

DFP Recruitment; Canberra; Presencial; AUD 90 000 - 120 000; Tempo integral

Resumo da oferta

DFP Recruitment is seeking a Senior Application Support Analyst to join the support team to investigate and prioritise business application incidents raised by staff for SAP and Salesforce platforms, and manage escalations of priority issues. They will also help support testing and release cycles for software releases as required.

The role requires at least 5 years in ICT support, experience with SAP or Salesforce, and proficiency in ITIL-based incident management and ITSM tools.

Qualificações

• 5+ years in an ICT support role.
• Demonstrated experience in supporting either SAP or Salesforce platforms.
• Demonstrated experience in the use of an ICT Service Management Tool and the ability to apply ITIL methodology for incident management

Responsabilidades

• Investigate and prioritise ICT system incidents raised by staff for SAP and Salesforce.
• Liaise with business staff, technical teams and customers to resolve issues.
• Manage escalations of priority issues and support testing and release cycles as required.
• Apply ITIL best practices and use an ITSM system to triage and resolve incidents from level 1 to level 2.
• Perform data analysis and reporting in Excel to identify trends and root causes.
• Support replication and testing of issues to back SIT, UAT and BVT.
• Support release cycles to enable business functions and mentor team members on best practices.

Conhecimentos

SAP

Salesforce

ITIL

Stakeholder management

Data analysis

Ferramentas

ITSM tool

Descrição da oferta de emprego

• Position available in the following states: ACT, VIC, NSW, SA, TAS
• Australian Citizenship Required

DFP Recruitment is seeking a Senior Application Support Analyst to work within the support team to investigate and prioritise business application incidents raised by staff for SAP and Salesforce platforms, as well as manage escalations of priority issues. They will also help support the testing and release cycles for software releases as required.

Key duties and responsibilities:

• Utilise technical expertise and specialist knowledge of business rules to investigate and resolve ICT system issues
• Strong verbal and written communication skills in order to liaise with business staff, technical teams and customers.
• Ability to work closely and communicate clearly with multiple internal stakeholders and external vendors in the identification and rectification of issues.
• Apply & guide best practice ITIL methodology and utilise an ITSM system to investigate, triage and resolve incidents and service requests from a level 1 to Level 2 queue.
• Perform validation on complex business problems by differentiating between system issues (IT) or business rule (operational) issues.
• Perform data analysis and reporting in excel, including identifying trends and root causes in data.
• Understand and support replication and testing of issues to support SIT, UAT and BVT.
• Perform tasks required to support release cycles to support business functions.
• Mentor team members for Business Application best standards and support practices.

Essential criteria

• 5 years+ in an ICT support role
• Demonstrated experience in supporting either SAP or Salesforce platforms
• Demonstrated experience in the use of an ICT Service Management Tool and the ability to apply ITIL methodology for incident management
• Demonstrated ability to liaise with and manage internal and external stakeholders to achieve a business outcome

Desirable criteria

• Comfortable with new ways of thinking about accessibility and enthusiastic about accessible design & development will be highly regarded
• Demonstrated ability to analyse and report on data using Microsoft Excel

DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise [e-mail]1300 337 000and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.