Senior Application Support Analyst | SAP, Salesforce and ITIL

HCM Australia Pty; Sydney; Hybrid; AUD 90,000 - 110,000; Full time

Job summary

HCM Australia Pty is seeking a Senior Application Support Analyst to provide hands-on support for SAP and Salesforce, applying ITIL practices and managing incidents across multiple Australian states. The role is hybrid with three office days per week, located in Sydney, NSW, ACT or other states, and involves collaborating with vendors and business users to resolve complex issues.

The ideal candidate has five+ years in ICT support, SAP or Salesforce experience, and strong Excel analysis skills to

Qualifications

• At least five years of ICT support experience.
• Demonstrated experience supporting SAP or Salesforce.
• Experience using an ICT Service Management tool and applying ITIL incident-management methodology.
• Strong stakeholder-management capability.

Responsibilities

• Investigate, triage and resolve ICT incidents and service requests from Level 1 to Level 2 queues.
• Apply ITIL practices and manage incidents through ICT Service Management system.
• Support SAP or Salesforce applications and manage escalations of priority issues.
• Validate complex business problems and distinguish system faults from business-rule issues.
• Support testing across SIT, UAT and BVT and software release cycles.
• Analyze data in Microsoft Excel to identify trends and root causes.
• Collaborate with business teams, technical specialists, customers and vendors.
• Mentor team members in business-application support standards and practices.

Skills

ICT support experience

SAP or Salesforce experience

ITIL incident-management

Stakeholder management

Tools

ITSM tool

Job description

Senior Application Support Analyst | SAP, Salesforce and ITIL

• Sydney
• Contract
• SAP and Salesforce - APS6 equivalent
• ACT, Victoria, New South Wales, South Australia or Tasmania
• Hybrid working applies, with a minimum of three office days each week

This hands-on application support role focuses on investigating and prioritising business application incidents across SAP and Salesforce, managing priority escalations, and supporting testing and software release cycles. It suits an experienced support analyst who can distinguish system issues from operational business-rule issues and communicate clearly with technical teams, business users and vendors.

Key responsibilities

• Investigate, triage and resolve ICT incidents and service requests from Level 1 to Level 2 queues.
• Apply ITIL practices and use an ICT Service Management system to manage incidents and requests.
• Support SAP or Salesforce applications and manage escalations of priority issues.
• Validate complex business problems and distinguish system faults from business-rule issues.
• Support issue replication and testing across SIT, UAT and BVT.
• Support software release cycles and business functions.
• Analyse and report on data in Microsoft Excel, identifying trends and root causes.
• Work closely with business teams, technical specialists, customers and external vendors.
• Mentor team members in business-application support standards and practices.

Essential experience

• At least five years of ICT support experience.
• Demonstrated experience supporting either SAP or Salesforce.
• Experience using an ICT Service Management tool and applying ITIL incident-management methodology.
• Strong internal and external stakeholder-management capability.

Accessibility awareness and strong Microsoft Excel analysis and reporting skills will be highly regarded.

Location and contract

Locations are ACT, Victoria, New South Wales, South Australia or Tasmania. Hybrid working applies, with a minimum of three office days each week and flexible arrangements for the remaining two days subject to line-manager agreement and current policy.

The initial contract is 12 months with one 12-month extension option. Expected commencement is 21 December 2026. Applicants must be Australian citizens and able to obtain an Australian Government NV1 security clearance.

Candidate return deadline: Wednesday 11 November 2026 at 5:00pm AEDT. This is a compressed campaign because the buyer closes shortly afterwards.

HCM Australia has specialised in placing technology professionals across Australian Federal and State Government since 2006.

We provide straightforward communication, personal service and support throughout the recruitment process.

• Level 6, 50 Margaret Street, Sydney NSW 2000