Senior Application Support Analyst

3 weeks ago

Sydney, New South Wales, Australia Softtest Pays Full time

Australian Citizens residing in Australia with the ability to obtain Baseline Clearance only respond.

  • Contract start 26 February 2024 to 12 months, with possible 12 months extensions.
  • Location: Canberra, Sydney, Melbourne.

The 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 assist with testing and release cycles for software updates.

Responsibilities include:

  • Utilise technical expertise and knowledge of business rules to investigate and resolve ICT system issues.
  • Communicate effectively with business staff, technical teams, and customers, both verbally and in writing.
  • Collaborate with internal stakeholders and external vendors to identify and resolve issues.
  • Apply ITIL best practices and use an ITSM system to manage incidents and service requests from Level 1 to Level 2.
  • Validate complex business problems by distinguishing between system issues and operational business rule issues.
  • Perform data analysis and reporting in Excel, identifying trends and root causes.
  • Support replication and testing of issues during SIT, UAT, and BVT phases.
  • Assist in supporting release cycles to ensure smooth business operations.
  • Mentor team members on best practices for Business Application support and standards.

Applicants must address all selection criteria when submitting their application:

  1. Over 5 years of experience in an ICT support role.
  2. Experience supporting SAP or Salesforce platforms.
  3. Experience using an ICT Service Management Tool and applying ITIL incident management practices.
  4. Ability to liaise with and manage stakeholders to achieve business outcomes.

Additional desirable skills include:

  • Enthusiasm for accessible design and development, especially regarding accessibility.
  • Proficiency in data analysis and reporting using Microsoft Excel.
Required Skills:

Business Rules, SAP, Accessibility, Incident Management, SIT, ITIL, Validation, Data Analysis, Microsoft Excel, Vendors, Software Testing, Design, Business Communication, Management.

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