Application Support Analyst

Our client is a federal government organisation with offices throughout Australia. Due to growth, they are seeking an APS5 Salesforce Support Analyst to join their team in Richmond, Victoria.

• 12-month initial contract plus 12-month extension
• Hybrid with 3 days per week onsite
• Federal government role – Australian citizenship required

The client seeks a dynamic Support Analyst for its CRM based on Salesforce; to investigate and prioritise business application incidents raised by staff and manage escalations of priority issues. They will also help support the testing and release cycles for CRM releases as required.

Key duties and responsibilities

• Provide support to team members in undertaking tasks whilst holding responsibility for more complex user and system issues.
• Ability to work closely and communicate clearly with multiple internal and external vendors in the identification and rectification of issues.
• Investigate, triage and resolve level 2 and 3 incidents and requests via an incident management system.
• Apply best practice ITIL methodology for incident management and service requests.
• Perform validation on complex business problems by differentiating between system issues (IT) or business rule (operational) issues.
• Utilise ticketing system to accept, resolve and triage incidents, as well as handle critical incidents raised to the team by email.
• Perform occasional data analysis and reporting in excel, including identifying trends and root causes in data.
• Ability to understand and support replication and testing of issues to support SIT, UAT and BVT.
• Perform tasks required to support (up to) weekly release cycles to support business functions.

To apply you will need the following skills and experience:

Essential criteria

• Demonstrated experience in providing application and/or technical support for Salesforce CRM (mandatory)
• Strong problem solving and trouble-shooting skills
• Strong verbal and written communication skills to effectively work with business and end users, including the ability to communicate technical issues to non-technical users
• Demonstrates enthusiasm towards continued learning and development.
• Strive for continuous improvement including identifying inefficiencies in operations and suggesting improvements.
• Experience in documenting procedures and best practices for future references, such as Task Cards and SOPs.

Desirable criteria

• Strong Microsoft excel skills to analyse and report on data.
• Experience in the use of an ICT Service Management Tool and the ability to apply ITIL methodology for incident management.
• Comfortable with new ways of thinking about accessibility and enthusiasm about accessible design & development will be highly regarded.

APPLY:
Submit your resume or contact Shelley at shelley.harrison@talentinternational.com for further information. Shortlisted will be contacted and applicants will be required to individually respond to each criterion max 3000 characters per criteria.