Senior Application Support Analyst

SKL Technology; Sydney; On-site; AUD 100,000 - 140,000; Full time

Job summary

SKL Technology in Sydney is seeking an experienced Senior Application Support Analyst to join our enterprise application support team, focusing on SAP and Salesforce platforms. You will investigate incidents, prioritize issues, and collaborate with business users, technical teams and vendors.

The role also covers testing and release activities, SIT, UAT and business verification testing, mentoring teammates, and contributing to continual service improvement in ITIL-aligned processes.

Qualifications

• Minimum 5 years' experience in an ICT/Application Support role.
• Experience supporting SAP and/or Salesforce platforms.
• Strong experience using an IT Service Management (ITSM) tool.
• Demonstrated understanding and practical application of ITIL incident management practices.
• Strong troubleshooting and communication with internal and external stakeholders.

Responsibilities

• Investigate and resolve complex application and system issues using technical knowledge and an understanding of business rules.
• Triage and manage Level 1 and Level 2 incidents and service requests using an ITSM platform.
• Apply ITIL practices across incident investigation, prioritisation, escalation and resolution.
• Determine whether issues are caused by system functionality or operational/business rules.
• Support SAP and/or Salesforce business applications.
• Liaise with business users, technical teams, customers and external vendors to resolve issues.
• Analyse data using Microsoft Excel to identify trends, recurring issues and root causes.
• Replicate and test issues to support SIT, UAT and business verification testing.
• Assist with application release cycles and associated business support activities.
• Manage and escalate priority incidents where required.
• Mentor team members on application support standards and best practices.

Skills

SAP

Salesforce

Incident management

ITIL

Excel

Stakeholder communication

Tools

ITSM tool

SIT/UAT testing

Job description

We are seeking an experienced Senior Application Support Analyst to join a business application support team supporting enterprise SAP and Salesforce platforms.

The successful candidate will investigate, prioritise and resolve business application incidents, manage escalations of priority issues, and work closely with business users, technical teams and external vendors.

The role will also support application testing and software release activities, including issue replication, SIT, UAT and business verification testing.

Key Responsibilities

• Investigate and resolve complex application and system issues using technical knowledge and an understanding of business rules.
• Triage and manage Level 1 and Level 2 incidents and service requests using an IT Service Management platform.
• Apply ITIL practices across incident investigation, prioritisation, escalation and resolution.
• Determine whether issues are caused by system functionality or operational/business rules.
• Support SAP and/or Salesforce business applications.
• Liaise with business users, technical teams, customers and external vendors to resolve issues.
• Analyse data using Microsoft Excel to identify trends, recurring issues and root causes.
• Replicate and test issues to support SIT, UAT and business verification testing.
• Assist with application release cycles and associated business support activities.
• Manage and escal ate priority incidents where required.
• Mentor team members on application support standards and best practices.

Must Have

• Minimum 5 years' experience in an ICT/Application Support role.
• Demonstrated experience supporting SAP and/or Salesforce platforms.
• Strong experience using an IT Service Management (ITSM) tool.
• Demonstrated understanding and practical application of ITIL incident management practices.
• Strong troubleshooting, incident investigation and problem-solving capability.
• Demonstrated ability to manage and communicate with internal and external stakeholders to achieve business outcomes.
• Strong verbal and written communication skills.

Nice to Have

• Strong Microsoft Excel skills, including data analysis, reporting and identifying trends or root causes.
• Experience supporting testing activities including SIT, UAT and BVT.
• Experience supporting application/software release cycles.
• Understanding of accessibility principles and an interest in accessible digital solutions.
• Experience mentoring or supporting junior application support team members.