Senior Application Support Analyst | Sydney
Datacom
Get more replies from employers
Send a job-specific resume in minutes.
Benefits offered by this job
Job summary
Datacom is seeking a Senior Application Support Analyst to ensure optimal operation and ongoing support of critical business applications across multiple managed clients. You will provide 2nd and 3rd level support, manage incidents and problems, and collaborate with internal teams and vendors to deliver high-quality service within SLAs.
You'll contribute to service improvements and change management while applying your technical expertise to solve complex issues and improve operational
Qualifications
- 5+ years' experience in IT, systems support, or consulting.
- Strong application support, incident and problem management experience.
- Proven ability to troubleshoot technical issues and communicate solutions clearly.
- Experience working with customers, stakeholders and third-party vendors in a support environment.
- Strong analytical, problem-solving and organisational skills.
- Excellent written and verbal communication with technical and non-technical audiences.
- Ability to manage competing priorities across diverse technologies and client environments.
Responsibilities
- Manage day-to-day incidents, service requests and problem management across client applications.
- Provide 2nd and 3rd line application support aligned to SLAs.
- Coordinate with internal teams and third-party vendors to resolve issues and deliver changes.
- Monitor support issues, milestones and project deliverables for timely resolution.
- Participate in an on-call roster for 24/7 support.
- Identify opportunities for service improvements and efficiencies.
- Support service transitions, including documentation and knowledge base creation.
- Contribute to projects across business analysis, testing, and deployment.
Skills
Education
Tools
Job description
About us
At Datacom, we combine technology, expertise, and talented people to help organisations thrive in a rapidly changing world. As one of Australasia's leading technology providers, we work with customers across industries to solve real-world problems and deliver meaningful outcomes.
At Datacom, we combine technology, expertise, and talented people to help organisations thrive in a rapidly changing world. As one of Australasia's leading technology providers, we work with customers across industries to solve real-world problems and deliver meaningful outcomes. Whether we're supporting governments, enterprise organisations, or growing businesses, we're committed to creating meaningful outcomes for our customers, communities, and each other.
As a Senior Application Support Analyst, you will play a key role in ensuring the optimal operation, maintenance and ongoing support of critical business applications across multiple managed clients. Working within the Application Management team, you'll provide 2nd and 3rd level support, manage incidents and problems, and work closely with internal teams, customers and third-party vendors to deliver high-quality service outcomes aligned to SLAs. This is a varied and hands-on role where you will contribute to application support, service improvements, change management activities, service transitions and project initiatives. You'll also have the opportunity to apply your technical expertise, analytical capability and customer-focused approach to solving complex issues and improving operational performance.
- Managing day-to-day incidents, service requests and problem management activities across multiple client applications
- Providing 2nd and 3rd level application support in line with agreed SLAs and service outcomes
- Supporting and coordinating with internal teams and third-party vendors to resolve technical issues and deliver change activities
- Monitoring support issues, project deliverables and milestones to ensure timely resolution and delivery
- Participating in an on-call roster to support a 24/7 support environment
- Proactively identifying opportunities for service improvements and operational efficiencies
- Supporting service transitions into support, including documentation reviews and knowledge base creation
- Contributing to projects and enhancements across business analysis, testing, implementation or development activities
- Maintaining accurate ticketing system updates throughout the incident and request lifecycle
- Building strong relationships with customers and stakeholders while delivering
Required experience:
- 5+ years' experience in information technology, systems support, systems integration or consulting
- Strong experience in application support, incident management and problem management environments
- Ability to troubleshoot and resolve technical issues efficiently and communicate solutions clearly
- Experience working with customers, stakeholders and third-party vendors in a support environment
- Strong analytical, problem-solving and organisational skills
- Excellent written and verbal communication skills with both technical and non-technical audiences
- Ability to manage competing priorities and work across diverse technologies and client environments
- Strong customer service and relationship management skills
- Bachelor's degree in Computer Science, Technology or a related discipline
- Experience working within a Tier 2 Service Provider environment
- Understanding or exposure to ITIL frameworks and processes
- ITIL Foundation certification or relevant IT certifications
- Experience in Help Desk or Service Desk customer support environments
- Previous vendor management experience
- Customer service training or qualifications
- Construction industry/applications preferred
Join a team where you'll be supported to grow your career, prioritise your wellbeing, and make a genuine impact. From industry-leading learning and development opportunities to parental leave, wellbeing support, and employee benefits, we're committed to helping our people thrive both professionally and personally. We're passionate about creating a workplace where people feel supported, empowered, and inspired to do their best work. Whether you're developing new skills, tackling complex challenges, or collaborating with some of the best minds in the industry, you'll be part of a team that values curiosity, innovation, inclusion, and making a genuine difference.
- Paid parental leave
- 24/7 Employee Assistance Programme (DataCare)
- Ongoing learning, certifications, and career development opportunities
- Access to industry-leading learning platforms and future skills training
- Recognition programmes that celebrate great work
- Great employee discounts and financial wellbeing benefits
- Meaningful work that makes a real impact
'/%3e%3cpath%20d='M101.744%2012.4726L102.894%2016.1947L99.0021%2013.2201L101.744%2012.4726ZM105.3%208.40937H100.488L99.0026%203.59473L97.5116%208.41047L92.7%208.40385L96.5965%2011.3834L95.1055%2016.1942L99.0021%2013.2196L101.408%2011.3834L105.3%208.40992V8.40937Z'%20fill='white'/%3e%3cdefs%3e%3clinearGradient%20id='paint0_linear_5593_1381'%20x1='90'%20y1='9.44471'%20x2='99'%20y2='9.44471'%20gradientUnits='userSpaceOnUse'%3e%3cstop%20stop-color='%2300AD70'/%3e%3cstop%20offset='0.998594'%20stop-color='%2300B67A'/%3e%3cstop%20offset='1'%20stop-color='%23DCDCE6'/%3e%3c/linearGradient%3e%3c/defs%3e%3c/svg%3e){kind=small}
