Our client is a Federal Government agency seeking an experienced APS6 Senior Application Support Analyst to provide technical and functional support across critical enterprise applications, including SAP and Salesforce. This role will focus on investigating and resolving complex application incidents, managing escalations and supporting software testing and release activities.
- Richmond or Geelong location, hybrid minimum 3 days per week in office
- Requires Salesforce and/or SAP experience. Gov experience and security clearance ideal
The role
Working within an established application support team, the Senior Application Support Analyst will be responsible for investigating, prioritising and resolving application incidents and service requests across key business systems. The role requires strong technical troubleshooting, an understanding of business processes and ITIL practices, and the ability to work closely with internal stakeholders, technical teams and external vendors to resolve issues and maintain business continuity.
Key responsibilities
- Investigate, triage and resolve Level 1 and Level 2 application incidents and service requests across SAP and Salesforce platforms.
- Troubleshoot complex application issues, identifying root causes and distinguishing between technical system faults and business process issues.
- Manage escalations and coordinate with technical teams, business stakeholders and external vendors to resolve priority incidents.
- Apply ITIL best practices and utilise IT Service Management (ITSM) tools to manage incidents and service requests.
- Perform data analysis and reporting using Microsoft Excel to identify trends, recurring issues and opportunities for improvement.
- Support system testing activities, including SIT, UAT and business verification testing (BVT).
- Assist with software release cycles, including issue replication, validation and post-release support.
- Provide technical guidance and mentoring to team members to improve application support practices and service delivery.
About you
- Minimum 5 years' experience in ICT application support, ideally within a complex enterprise or Government environment.
- Demonstrated experience supporting SAP and/or Salesforce applications.
- Strong understanding of ITIL methodology and hands-on experience using ITSM tools for incident and service request management.
- Proven ability to investigate and troubleshoot complex application and business system issues.
- Strong stakeholder management skills, with experience working across business teams, technical specialists and external vendors.
- Experience supporting application testing, system upgrades and software release activities.
- Strong Microsoft Excel skills, including data analysis, reporting and identifying trends, will be highly regarded.
- Excellent verbal and written communication skills, with the ability to explain technical issues to non-technical stakeholders.
- An understanding of accessibility principles and inclusive digital service delivery will be advantageous.
Please note that due to our client being a federal government agency, only candidates with Australian citizenship can be considered for this role.
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APS6 Senior Application Support Analyst in Melbourne employer: Talent
As a Defence Cyber Security Assessor, you will join a dynamic team dedicated to safeguarding critical technology environments. Our Canberra office fosters a collaborative work culture that prioritises employee growth through continuous learning and professional development opportunities. With a strong commitment to work-life balance and a focus on meaningful contributions to national security, we offer an exceptional environment for those looking to make a real impact in the field of cyber security.
