2 X Application Support Analyst

Australian Citizens residing in Australia with ability to obtain Baseline Clearance only respond.

• Contract start 17 January 2024 to 12 months, 12 months extensions.
• Australian Citizen, Ability to obtain Baseline Clearance, Deakin ACT, Richmond VIC, Surry Hills NSW role.

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Overview
The National Disability Insurance Agency, Office of the CIO (NDIA OCIO) is undertaking major work programs to deliver innovative fit-for-need ICT-based solutions to improve the National Disability Insurance Scheme.
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.
Duties

• 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 best practice ITIL methodology and utilise an ITSM system to investigate, triage and resolve incidents and service requests from a level 2 queue.
• Perform validation on complex business problems by differentiating between system issues (IT) or business rule (operational) issues.
• Perform occasional data analysis and reporting in excel, including identifying trends and root causes in data
• Ability to 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.

Every application requires to address selection criteria as part of application submission.
Essential Criteria
1. Demonstrated experience in supporting either SAP or Salesforce platforms
2. Demonstrated experience in the use of an ICT Service Management Tool and the ability to apply ITIL methodology for incident management.
3. Demonstrated ability to liaise with and manage internal and external stakeholders to achieve a business outcome.
Desirable Criteria
1. Comfortable with new ways of thinking about accessibility and enthusiastic about accessible design & development will be highly regarded.
2. Demonstrated ability to analyse and report on data using Microsoft Excel.