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 send your CV to anne.agre@randstaddigital.com.au

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.