Business Systems Support Analyst (Triage Focus)

WA Government Client

Perth CBD | 6 month contract + possible 6 month extension

$50–$55 per hour incl. super | 7.5‑hour days | Hybrid (1–2 days WFH)

We are a specialist ICT consultancy engaged across multiple WA Government departments to deliver high quality ICT support and project services. We’re now seeking a Business Systems Support Analyst to join our client’s team and provide first level triage and investigation across a range of integrated business systems.

About the Role

You’ll manage incoming issues, clarify user reported problems, perform initial diagnostics and progress tickets through to resolution or escalation. Strong ServiceNow experience is essential, as you’ll be responsible for logging, triaging and tracking incidents with clear, accurate notes.

Please note: this role cannot be performed fully remotely. While hybrid work is available, regular attendance at the Perth CBD office is required.

Key Responsibilities
Triage and progress incoming issues via ServiceNow




Clarify user problems and confirm intended outcomes
Capture key details: symptoms, scope, expected vs actual behaviour
Identify whether issues are user, process, defect or integration related
Perform initial diagnostics and replicate issues where appropriate
Resolve Level 1 issues or elevate with clear evidence and context
Monitor the support queue and take ownership of unassigned tickets
Keep users updated with explicit, friendly communication

About You
Level 1/Level 2 application or systems support experience
Solid ServiceNow skills for incident logging, triage and tracking
Ability to independently manage and progress a support workload
Confident investigating issues and documenting findings
Clear written and verbal communication skills
Strong problem solving and attention to detail

Perks
$50–$55 per hour incl. super
7.5‑hour days
Hybrid working 1–2 days WFH
6 month contract + possible 6 month extension
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📌 First Contact Triage Specialist Perth
🏢 Ashdown Consulting
📍 Perth