Senior SAP & Salesforce Support Lead | ITIL Expert

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

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