Application Support Analyst - SAP or Salesforce

  • Australia
  • Australian Capital Territory
  • Permanent
  • Negotiable
  • ACT based role
  • Baseline security clearance required
  • Hybrid arrangements available

Overview of the Position
The Application Support Analyst will work within the support team to investigate and prioritise business application incidents raised by staff for SAP and Salesforce platforms, as well as manage escalations of priority issues. They will also support testing and release cycles for software releases as required.

Duties

  • Utilise technical expertise and specialist knowledge of business rules to investigate and resolve ICT system issues.
  • Liaise with business staff, technical teams, and customers using strong verbal and written communication skills.
  • Work closely and communicate clearly with multiple internal stakeholders and external vendors to identify and rectify issues.
  • Apply and guide best practice ITIL methodology and utilise an ITSM system to investigate, triage, and resolve incidents and service requests from a Level 1 to Level 2 queue.
  • Validate complex business problems by differentiating between system issues (IT) or business rule (operational) issues.
  • Perform data analysis and reporting in Excel, including identifying trends and root causes in data.
  • Support replication and testing of issues to assist SIT, UAT, and BVT.
  • Perform tasks required to support release cycles for business functions.
  • Mentor team members on Business Application best standards and support practices.

Skills and Experience Required

  • 1.5 years+ experience in an ICT support role.
  • Demonstrated experience in supporting either SAP or Salesforce platforms.
  • Experience in the use of an ICT Service Management Tool and the ability to apply ITIL methodology for incident management.
  • Proven ability to liaise with and manage internal and external stakeholders to achieve business outcomes.
  • Enthusiasm for accessible design and development, with comfort in new ways of thinking about accessibility.
  • Demonstrated ability to analyse and report on data using Microsoft Excel.

Application Process
If you would like to apply, please contact Jaela on 6129 6302 or email Jaela.smith@talentinternational.com

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