SAP User Support Triage Analyst

New Zealand Government; Wellington; On-site; NZD 60,000 - 85,000; Full time

Benefits offered by this job

Life cover up to $300,000

Critical illness protection

Discounted additional insurances

Free will services

Mortgage guidance services

Job summary

New Zealand Defence Force (NZDF) seeks an SAP User Support Triage Analyst to be the first contact for NZDF SAP users. You triage, diagnose, and escalate requests to the appropriate SAP teams, with daily tasks including phone support, ITSM handling, and email responses.

Based in Trentham, the role offers flexible working arrangements after settling in. Willingness to learn SAP and travel to NZDF camps may be required, supported by training and upskilling opportunities.

Qualifications

• At least two years' experience in an IT environment, ideally in a service desk or customer support role.
• Strong problem-solving skills with the ability to identify patterns, trends and solutions.
• Excellent communication and a customer-centric approach.

Responsibilities

• Providing first contact support by answering phone calls, ITSM requests, and managing email enquiries.
• Working collaboratively with team members and other SAP support teams to deliver high levels of customer service.
• Supporting business process initiatives to enhance performance and service delivery for NZDF.
• Monitoring and prioritising support requests to ensure timely resolution and escalation where required.

Skills

IT support

Customer service

Problem solving

Communication skills

Organisational skills

Willingness to learn SAP

Job description

Mō te tūnga | About the role

The SAP User Support Triage Analyst is the first point of contact for all NZDF SAP Users seeking support. In this role, you will be responsible for triaging, diagnosing, and escalating incoming requests to the appropriate SAP User Support Specialist or Resolver group.

A typical day might include:

• Providing first contact support by answering phone calls, responding to IT Service Management (ITSM) requests, and managing email enquiries.


• Working collaboratively with team members and other SAP support teams to deliver consistently high levels of customer service.


• Supporting business process initiatives that enhance performance and service delivery in support of NZDF's mission, vision, and values.


• Monitoring and prioritising support requests to ensure timely resolution and escalation where required.

This role is based in Trentham. Once you are established in the role, there are flexible working arrangements available.

Ngā pūkagna wheako | Skills and Experience

• At least two years' experience in an IT environment, ideally in a service desk or customer support role.


• Strong problem-solving skills, with the ability to quickly identify patterns, trends, and solutions while managing multiple priorities.


• The ability to thrive in a fast-paced environment, with excellent organisational skills and a strong attention to detail.


• Excellent communication skills and a customer-centric approach.


• The confidence to manage and prioritise your own workflow once familiar with established processes.


• A willingness to learn and develop your knowledge of SAP and NZDF systems.


• Familiarity with SAP is highly desirable, but not essential in this role. We can upskill you and train you in this area.

Please note: this role will require domestic travel to NZDF camps and bases, therefore a full and clean Driver's License is essential.

Nŏu te rourou | What's in it for you

Your skills and dedication deserve recognition, and NZDF delivers with competitive pay matched to your experience.

• A fully funded life cover of up to $300,000.


• Critical illness protection.


• Discounted additional insurances.


• Free will services and savings schemes for the Defence community.


• Expert financial guidance and mortgage broker services.

Find all our benefits and more on the Force 4 Families website.

NZDF champions diversity and inclusivity, valuing every member and fuelling their success.

We embrace uniqueness, understanding that diverse teams drive creativity, innovation, and excellence.

With an open door to all - irrespective of gender, ethnicity, ability, age, or family dynamics - NZDF offers a flexible, empowering work environment.

Join us in shaping a brighter future, where everyone thrives.

To be eligible for the required level of government security clearance with the NZ Defence Force, you need to meet certain citizenship and residency criteria. Here's what you need to know:

Higher Level Security Clearance

• You must be a New Zealand citizen or you must hold New Zealand Permanent Residence or have a current New Zealand Residency Class Visa.


• At minimum, you must hold New Zealand Permanent Residence or have a current New Zealand Residency Class Visa, and you must be a citizen of and have lived in Australia, Canada, United Kingdom, United States of America or New Zealand continuously for the last ten (10) years.


• You must have a ten (10) year background history that can be verified and assessed appropriately by the NZ Security Intelligence Service (NZSIS) to determine if you are suitable for a security clearance at this level.


• If you do not meet the minimum criteria, unfortunately, your application will not be accepted. We do welcome your application at a time when you will meet the requirements.