Senior Application Support Analyst | SAP, Salesforce and ITIL
- Investigate and resolve Level 1–2 incidents and service requests across SAP or Salesforce, applying ITIL incident-management practices and managing priority escalations.
- Support issue replication, SIT/UAT/BVT testing, software releases, and Excel-based analysis to identify trends and root causes.
- Work with business users, technical teams and vendors, manage stakeholders, and mentor colleagues in application-support practices.
Senior Application Support Analyst | SAP, Salesforce and ITIL
- 09 Nov 2026
- Sydney
- Contract
- SAP and Salesforce - APS6 equivalent
- ACT, Victoria, New 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 2026. Applicants must be Australian citizens and able to obtain an Australian Government NV1 security clearance.
Candidate return deadline: Wednesday 11 November 2026 at 5:00pm AEDT. This is a compressed campaign because the buyer closes shortly afterwards.
Please include your current location, availability, Australian citizenship, security-clearance status and a brief summary of your most relevant experience.
HCM Australia has specialised in placing technology professionals across Australian Federal and State Government since 2006.
We provide straightforward communication, personal service and support throughout the recruitment process.
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