About us
At Datacom, we combine technology, expertise, and talented people to help organisations thrive in a rapidly changing world.
As one of Australasia's leading technology providers, we work with customers across industries to solve real-world problems and deliver meaningful outcomes.Description
About us
At Datacom, we combine technology, expertise, and talented people to help organisations thrive in a rapidly changing world.
As one of Australasia's leading technology providers, we work with customers across industries to solve real-world problems and deliver meaningful outcomes.
Whether we're supporting governments, enterprise organisations, or growing businesses, we're committed to creating meaningful outcomes for our customers, communities, and each other.
About The Role (your Why)
As a Senior Application Support Analyst, you will play a key role in ensuring the optimal operation, maintenance and ongoing support of critical business applications across multiple managed clients.
Working within the Application Management team, you'll provide 2nd and 3rd level support, manage incidents and problems, and work closely with internal teams, customers and third-party vendors to deliver high-quality service outcomes aligned to SLAs.
This is a varied and hands-on role where you will contribute to application support, service improvements, change management activities, service transitions and project initiatives.
You'll also have the opportunity to apply your technical expertise, analytical capability and customer-focused approach to solving complex issues and improving operational performance.
What You'll Do
As a Senior Application Support Analyst you will be focused on:
Managing day-to-day incidents, service requests and problem management activities across multiple client applications




Providing 2nd and 3rd level application support in line with agreed SLAs and service outcomes
Supporting and coordinating with internal teams and third-party vendors to resolve technical issues and deliver change activities
Monitoring support issues, project deliverables and milestones to ensure timely resolution and delivery
Participating in an on-call roster to support a 24/7 support environment
Proactively identifying opportunities for service improvements and operational efficiencies
Supporting service transitions into support, including documentation reviews and knowledge base creation
Contributing to projects and enhancements across business analysis, testing, implementation or development activities
Maintaining accurate ticketing system updates throughout the incident and request lifecycle
Building strong relationships with customers and stakeholders while delivering
What You'll Bring
Required experience:
5+ years' experience in information technology, systems support, systems integration or consulting
Solid experience in application support, incident management and problem management environments
Ability to troubleshoot and resolve technical issues efficiently and communicate solutions clearly
Experience working with customers, stakeholders and third-party vendors in a support environment
Strong analytical, problem-solving and organisational skills
Excellent written and verbal communication skills with both technical and non-technical audiences




Ability to manage competing priorities and work across diverse technologies and client environments
Strong customer service and relationship management skills
Bachelor's degree in Computer Science, Technology or a related discipline
Nice to have:
Experience working within a Tier 2 Service Provider environment
Understanding or exposure to ITIL frameworks and processes
ITIL Foundation certification or relevant IT certifications
Experience in Help Desk or Service Desk customer support environments
Previous vendor management experience
Customer service training or qualifications
Construction industry/applications preferred
Culture And Benefits
Join a team where you'll be supported to grow your career, prioritise your wellbeing, and make a genuine impact.
From industry-leading learning and development opportunities to parental leave, wellbeing support, and employee benefits, we're committed to helping our people thrive both professionally and personally.
We're passionate about creating a workplace where people feel supported, empowered, and inspired to do their best work.
Whether you're developing new skills, tackling complex challenges, or collaborating with some of the best minds in the industry, you'll be part of a team that values curiosity, innovation, inclusion, and making a genuine difference.
Why you will love working here
Paid parental leave
24/7 Employee Assistance Programme (DataCare)
Ongoing learning, certifications, and career development opportunities
Access to industry-leading learning platforms and future skills training
Recognition programmes that celebrate great work
Great employee discounts and financial wellbeing benefits
Meaningful work that makes a real impact
#J-*****-Ljbffr

📌 Senior Application Support Analyst | Sydney (New South Wales)
🏢 Datacom
📍 New South Wales