Senior Application Support Analyst | SAP, Salesforce and ITIL
Sydney
Contract
SAP and Salesforce - APS6 equivalent
ACT, Victoria, Recent South Wales, South Australia or Tasmania
Hybrid working applies, with a minimum of three office days each week
This hands-on application support role focuses on investigating and prioritising business application incidents across SAP and Salesforce, managing priority escalations, and supporting testing and software release cycles.
It suits an experienced support analyst who can distinguish system issues from operational business-rule issues and communicate clearly with technical teams, business users and vendors.
Key responsibilities
Investigate, triage and resolve ICT incidents and service requests from Level 1 to Level 2 queues.
Apply ITIL practices and use an ICT Service Management system to manage incidents and requests.
Support SAP or Salesforce applications and manage escalations of priority issues.
Validate complex business problems and distinguish system faults from business-rule issues.
Support issue replication and testing across SIT, UAT and BVT.
Support software release cycles and business functions.
Analyse and report on data in Microsoft Excel, identifying trends and root causes.
Work closely with business teams, technical specialists, customers and external vendors.
Mentor team members in business-application support standards and practices.




Essential experience
At least five years of ICT support experience.
Demonstrated experience supporting either SAP or Salesforce.
Experience using an ICT Service Management tool and applying ITIL incident-management methodology.
Strong internal and external stakeholder-management capability.
Accessibility awareness and strong Microsoft Excel analysis and reporting skills will be highly regarded.
Location and contract
Locations are ACT, Victoria, New South Wales, South Australia or Tasmania.
Hybrid working applies, with a minimum of three office days each week and flexible arrangements for the remaining two days subject to line-manager agreement and current policy.
The initial contract is 12 months with one 12-month extension option.
Expected commencement is 21 December ****.
Applicants must be Australian citizens and able to obtain an Australian Government NV1 security clearance.
Candidate return deadline: Wednesday 11 November **** at 5:00pm AEDT.
This is a compressed campaign because the buyer closes shortly afterwards.
HCM Australia has specialised in placing technology professionals across Australian Federal and State Government since ****.
We provide straightforward communication, personal service and support throughout the recruitment process.
Level 6, 50 Margaret Street, Sydney NSW ****
#J-*****-Ljbffr

📌 Senior Application Support Analyst | Sap, Salesforce And Itil (Sydney)
🏢 Hcm Australia
📍 Sydney