Senior Salesforce Application Support Analyst

The client is seeking a Senior Salesforce Application Support Analyst for a 12-month labour hire contract, with the possibility of one 12-month extension.

The role can be based in the Australian Capital Territory, Victoria or New South Wales, with hybrid working arrangements available. A minimum of three days per week in the office is required, with flexibility for the remaining two days subject to agreement with the line manager. The position is expected to commence on 01/12/2026, with up to 37.5 hours per week.

As the selected candidate, you will:

• Investigate, triage and resolve Level 2 incidents and service requests.
• Apply best-practice Information Technology Infrastructure Library methodology to incident management and service requests.
• Support and mentor junior team members while managing complex user and system issues.
• Differentiate between technical system issues and operational business-rule issues.
• Manage critical incidents and engage external production support teams to communicate priorities.
• Facilitate change management and release processes, including user acceptance testing, business validation testing, communications and change advisory board activities.
• Analyse and report on data using Microsoft Excel, identifying trends and root causes.
• Undertake service ownership activities, including reporting, audit responses and major incident management.
• Communicate effectively with business staff, technical teams, customers and non-technical users.

To be successful in this role you are required to have the following;

• Salesforce Administrator certification ADM211 or, at minimum, ADM201.
• At least seven years’ experience within the Salesforce ecosystem.
• Recent hands-on team management experience in an enterprise-scale, Salesforce-focused environment using contemporary tools and DevOps processes.
• Strong service delivery management experience, including incident management and the use of an Information and Communications Technology service management tool.
• Excellent stakeholder negotiation skills, with the ability to prioritise multiple tasks across varied stakeholder groups.
• Demonstrated experience administering and configuring Salesforce Vlocity, Service Cloud, Einstein Analytics and/or Health Cloud, including the use of GitLab for Salesforce deployments.

Applicants must be Australian citizens and able to obtain Negative Vetting Level 1 security clearance.

It is desirable if you have:

• Information Technology Infrastructure Library Foundation certification and experience.
• Experience using tools such as Jira and Confluence.
• A strong understanding of Scrum and Agile methodologies.
• An interest in accessible design and development, including new approaches to accessibility.

Please note that Aida, our after-hours AI conversational screening assistant, may be used as part of the initial application process


Peoplebank and Leaders IT are committed to creating a diverse and inclusive workplace where everyone belongs. We welcome applications from people of all backgrounds, identities, and experiences. If you need adjustments to the recruitment process due to your circumstances, please let us know—we’re here to support you.