Senior Application Support Analyst (SAP/Salesforce) ITIL Lead

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

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.