Senior Application Support Analyst | Sydney

Our Why

Datacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow.

About the Role (your why)

As a Senior Application Support Analyst, you will play a key role in ensuring the optimal operation, maintenance and ongoing support of critical business applications across multiple managed clients. Working within the Application Management team, you’ll provide 2nd and 3rd level support, manage incidents and problems, and work closely with internal teams, customers and third-party vendors to deliver high-quality service outcomes aligned to SLAs.

This is a varied and hands-on role where you will contribute to application support, service improvements, change management activities, service transitions and project initiatives. You’ll also have the opportunity to apply your technical expertise, analytical capability and customer-focused approach to solving complex issues and improving operational performance.

What you’ll do

As a Senior Application Support Analyst you will be focused on:

Managing day-to-day incidents, service requests and problem management activities across multiple client applications

Providing 2nd and 3rd level application support in line with agreed SLAs and service outcomes

Supporting and coordinating with internal teams and third-party vendors to resolve technical issues and deliver change activities

Monitoring support issues, project deliverables and milestones to ensure timely resolution and delivery

Participating in an on-call roster to support a 24/7 support environment

Proactively identifying opportunities for service improvements and operational efficiencies

Supporting service transitions into support, including documentation reviews and knowledge base creation

Contributing to projects and enhancements across business analysis, testing, implementation or development activities

Maintaining accurate ticketing system updates throughout the incident and request lifecycle

Building strong relationships with customers and stakeholders while delivering

What you’ll bring

Required experience:

5+ years’ experience in information technology, systems support, systems integration or consulting

Strong experience in application support, incident management and problem management environments

Ability to troubleshoot and resolve technical issues efficiently and communicate solutions clearly

Experience working with customers, stakeholders and third-party vendors in a support environment

Strong analytical, problem-solving and organisational skills

Excellent written and verbal communication skills with both technical and non-technical audiences

Ability to manage competing priorities and work across diverse technologies and client environments

Strong customer service and relationship management skills

Bachelor’s degree in Computer Science, Technology or a related discipline

Nice to have:

Experience working within a Tier 2 Service Provider environment

Understanding or exposure to ITIL frameworks and processes

ITIL Foundation certification or relevant IT certifications

Experience in Help Desk or Service Desk customer support environments

Previous vendor management experience

Customer service training or qualifications

Construction industry/applications preferred

Why join us here at Datacom?

Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size.

It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us. We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexi-hours and professional development courses to name a few.

You’ll have the opportunity to learn, develop your career, connect and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment.

We operate at the forefront of technology to help Australia and New Zealand’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.

We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.