Senior Application Support Analyst

DFP Recruitment; Melbourne; On-site; AUD 90,000 - 120,000; Full time

Job summary

DFP Recruitment is seeking a Senior Application Support Analyst to join the support team and investigate and prioritise incidents raised by staff for SAP and Salesforce platforms, and manage escalations of priority issues.

You will support testing and release cycles, apply ITIL practices, and collaborate with internal stakeholders and external vendors to ensure effective incident resolution and service delivery.

Qualifications

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

Responsibilities

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

Skills

ICT support

SAP

Salesforce

ITIL

Stakeholder mgmt

Excel data analysis

Tools

ITSM Tool

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.