Application Support Analyst

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 modern 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.