aps6 application support analyst (baseline).

• 2 year engagement
• Must be in Canberra
• Must have a Baseline security clearance
• Candidate must be an Australian citizen

Deliverables:

• Provide Level 2 application support to Business areas.
• provide thorough triage, investigation and analysis of issues escalated by reviewing design and functional specification documentation and attempting to replicate in lower environments.
• work directly with, and escalate issues to, relevant Level 3/4 support groups with detailed investigations documented, and support these teams in achieving a resolution.
• provide out of hours support to the contact centre and internal teams. This includes rotating on-call and technical verification testing activities (includes weekends).
• perform remediation functions on data
• familiarise themselves with upcoming functionality to be able to support their introduction to the System
• ensure service documentation including service templates, knowledge base articles, approval criteria, usability documentation etc. are maintained and updated as necessary;
• provide high level customer support to Users of the System directly, both via email and telephone.
• show a dedication to service delivery excellence through an ongoing commitment to improving the level of support

Desirable:

• experience using Siebel and SalesForce CRMs (or equivalent)
• previous helpdesk experience
• experience using Cherwell Service Management / Service Now tools (or equivalent)

How to apply:

Please hit the apply button or for more information contact Anne from Randstad Digital on 02 6243 6404.

At Randstad Digital, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.