System Support Analysts

About the Role

We are seeking experienced Applications Support Analysts to join a large and complex Federal Government environment in Canberra.

This role will suit professionals with experience supporting enterprise applications, investigating technical and functional issues, managing incidents and working closely with specialist technical teams to maintain reliable business-critical systems.

You will be responsible for undertaking detailed investigations, troubleshooting application issues, identifying and documenting defects, supporting testing activities and escalating complex issues with comprehensive analysis. The role requires strong technical problem-solving skills, excellent communication and a commitment to delivering high-quality support within an ITIL-aligned environment.


Key Responsibilities

• Investigate and troubleshoot application and system issues using available technical, functional and design documentation.
• Manage incidents and service requests through investigation, resolution and escalation.
• Support major incident management activities and assist with the restoration of business-critical services.
• Escalate complex issues to specialist technical teams with detailed investigation findings and supporting information.
• Identify, document and log application defects where processes or functionality are not operating as designed.
• Undertake testing and technical verification within lower environments.
• Work closely with technical teams, developers, business stakeholders and other support groups to resolve application issues.
• Follow established Standard Operating Procedures and IT service management processes.
• Provide high-quality technical support to users through telephone and email channels.
• Develop and maintain Quick Reference Guides, Knowledge Base Articles and other support documentation.
• Contribute to continuous improvement initiatives across application support and service delivery.
• Participate in rotating roster arrangements, on-call support and occasional weekend technical verification activities as required.

Skills and Experience

• Demonstrated experience in application support, production support, systems support or a similar ICT support environment.
• Strong investigation, troubleshooting and problem-solving capabilities.
• Experience managing technical incidents and escalating complex issues to specialist support teams.
• Understanding of incident, problem, change and defect management processes.
• Experience working within an ITIL-aligned service environment.
• Ability to interpret technical, functional and/or system documentation.
• Experience supporting testing, defect resolution or application changes.
• Strong written and verbal communication skills.
• Ability to produce clear technical documentation and knowledge materials.
• Experience supporting enterprise or business-critical applications.

Highly Desirable

• Salesforce CRM experience.
• Siebel CRM experience.
• ServiceNow experience.
• Previous experience supporting enterprise applications within Federal Government.
• Experience with major incident management.
• Experience undertaking UAT, lower-environment testing or technical verification.
• Previous experience working within secure or regulated ICT environments.

All candidates applying for this role must be at least an Australian Citizen.
Highly regarded if you have an AGSVA Security Clearance.