* 5 month engagement + extensions
* Must be in Canberra, Hybrid
* Ability to obtain a security clearance
* Candidate must be an Australian citizen
The Role
The support analyst will work within the support team to investigate and prioritise business application incidents raised by staff for SAP and Salesforce platforms, as well as manage escalations of priority issues. They will also help support the testing and release cycles for software releases as required.
Key duties and responsibilities
* Utilise technical expertise and specialist knowledge of business rules to investigate and resolve ICT system issues
* Strong verbal and written communication skills in order to liaise with business staff, technical teams and customers.
* Ability to work closely and communicate clearly with multiple internal stakeholders and external vendors in the identification and rectification of issues.
* Apply & guide best practice ITIL methodology and utilise an ITSM system to investigate, triage and resolve incidents and service requests from a level 1 to Level 2 queue.
* Perform validation on complex business problems by differentiating between system issues (IT) or business rule (operational) issues.
* Perform data analysis and reporting in excel, including identifying trends and root causes in data.
* Understand and support replication and testing of issues to support SIT, UAT and BVT.
* Perform tasks required to support release cycles to support business functions.
* Mentor team members for Business Application best standards and support practices.
Essential criteria
* 5 years+ in an ICT support role.
* Demonstrated experience in supporting either SAP or Salesforce platforms
* Demonstrated experience in the use of an ICT Service Management Tool and the ability to apply ITIL methodology for incident management.
* Demonstrated ability to liaise with and manage internal and external stakeholders to achieve a business outcome.
Desirable criteria
* Comfortable with new ways of thinking about accessibility and enthusiastic about accessible design & development will be highly regarded.
* Demonstrated ability to analyse and report on data using Microsoft Excel.
How to apply:
Please hit the apply button or for more information contact Anne from Randstad Digital on
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
Experience
5 years
Skills
Application Support
Qualifications
* 5 years+ in an ICT support role.
education
Associate Degree/Diploma