Senior SAP BTP & App Support Specialist

NSW Department of Customer Service; Sydney; Hybrid; AUD 117,000 - 129,000; Full time

Job summary

NSW Department of Customer Service in Haymarket NSW is seeking a Technical Specialist to provide SAP platform support, incident management and service coordination, ensuring service availability and timely resolutions.

You will liaise with business units, ICT teams and external vendors, monitor SAP BTP services, contribute to improvements and maintain documentation for reliable, customer‑focussed outcomes.

Qualifications

• Proven SAP Platform support experience with strong analytical and problem‑solving skills.
• Experience supporting SAP BTP and enterprise applications.
• Ability to coordinate incidents and service requests with multiple stakeholders.
• Strong communication, documentation and stakeholder management skills.

Responsibilities

• Analyze incidents, service requests, and system alerts to identify the impacted service, potential root cause and appropriate resolution pathway.
• Monitor and support SAP BTP services, and other supported edge applications to ensure service availability and operational performance.
• Perform initial technical investigation for end users' issues pertaining to vendor supported SAP Platform and determine whether incidents can be resolved internally or require escalation to vendor managed support teams.
• Act as the primary liaison between business stakeholders, agency ICT teams and external vendors for the investigation and resolution of platform related issues.
• Monitor and manage incident queues, ensuring incidents are prioritized, assigned and communicated appropriately throughout the support lifecycle.
• Support testing, validation and implementation activities for application enhancements, releases, configuration changes and service improvements from SAP technical stance.
• Contribute to problem management activities by identifying trends, recurring issues, and opportunities to improve service reliability and user experience.
• Maintain operational documentation, knowledge articles, support procedures and reporting to support effective service delivery and knowledge sharing.

Skills

SAP Platform

SAP BTP

Incident management

Vendor liaison

Service coordination

Documentation

Tools

SAP

SAP BTP

Job description

NSW Department of Customer Service in Haymarket NSW is seeking a Technical Specialist to provide SAP platform support, incident management and service coordination, ensuring service availability and timely resolutions.

You will liaise with business units, ICT teams and external vendors, monitor SAP BTP services, contribute to improvements and maintain documentation for reliable, customer‑focussed outcomes.