Senior Application Support Analyst

DFP Recruitment; Hobart; On-site; AUD 90,000 - 130,000; Full time

Job summary

DFP Recruitment seeks a Senior Application Support Analyst to join the support team, handling incidents for SAP and Salesforce platforms and coordinating with staff to prioritize issues. You will help test and release software updates and guide ITIL-compliant incident management.

The role requires strong communication with business staff, technical teams, and vendors, plus data analysis in Excel to identify trends and root causes. Candidates should have 5+ years in ICT support.

Qualifications

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

Responsibilities

• Investigate and resolve ICT system issues using technical knowledge and business rules.
• Communicate clearly with business staff, technical teams and customers.
• Collaborate with internal stakeholders and external vendors to identify and rectify issues.
• Apply ITIL best practices and use an ITSM system to triage incidents and service requests from Level 1 to Level 2.
• Validate complex business problems by distinguishing IT issues from operational issues.
• Analyze data and identify trends and root causes using Excel.
• Support replication and testing of issues for SIT, UAT and BVT.
• Assist release cycles to support business functions.
• Mentor team members on Business Application support practices.

Skills

ICT support

Stakeholder liaison

Data analysis in Excel

ITIL knowledge

Tools

SAP

Salesforce

Job description

• 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.