Application Support Analyst | Federal Government

About the Opportunity

- Join a high-performing support team delivering critical, innovative ICT-based solutions for a major Federal Government agency.

- Play a central role in driving business application stability across enterprise platforms, directly influencing service quality and operational outcomes nationwide.

What's on Offer

- Contract/Engagement: Initial 12-month contract + 1x 12-month extension option.

- Location & Flexibility: Multiple location options across ACT, VIC, NSW, SA, or TAS with flexible/hybrid arrangements available.

Role & Responsibilities

- Investigate, triage, and resolve complex Level 1 to Level 2 incidents and service requests in alignment with best-practice ITIL methodologies.

- Manage prioritisation and escalations for enterprise business applications across SAP and Salesforce platforms.

- Collaborate closely with business users, technical delivery teams, and external vendors to identify, validate, and rectify systemic issues.

- Conduct root cause and trend analysis on incident data using advanced Microsoft Excel techniques.

- Support end-to-end testing and release cycles, including replicating issues to assist SIT, UAT, and BVT activities.





- Mentor junior team members on business application standards, troubleshooting protocols, and support best practices.

Skills & Experience

To be successful in this position, you will ideally bring:

- Technical Toolkit: Demonstrated hands-on support experience with either SAP or Salesforce platforms, paired with proficiency in enterprise ITSM tools and Microsoft Excel.

- Experience: 5+ years of proven commercial experience within an ICT application support capacity.

- Methodologies & Best Practice: Deep practical understanding of ITIL frameworks for incident and problem management; familiarity with software release and testing cycles (SIT/UAT/BVT).

- Core Capabilities: Exceptional stakeholder management and communication skills, with an analytical mindset capable of distinguishing technical faults from complex operational business rules.

- Desirable: An awareness of accessibility standards, accessible design principles, and up-to-date digital inclusion practices.

Eligibility & Clearance Requirements

- Security Clearance: Due to the secure nature of this Federal Government environment, candidates must hold a current Australian Government NV1 security clearance.

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📌 Application Support Analyst (Canberra)
🏢 Aurec
📍 Canberra