Job description
- 12 month initial contract
- Melbourne based
- Hybrid environment
As the Support Analyst you will work within the CRM team to investigate and prioritise business application incidents raised by staff and manage escalations of priority issues. You will also help support the testing and release cycles for CRM releases as required.
Key responsibilities include
- Providing support to team members in undertaking tasks whilst holding responsibility for more complex user and system issues.
- Liasing with business staff, technical teams and customer.
- Working closely and communicating clearly with multiple internal and external vendors in the identification and rectification of issues.
- Investigating, triage and resolving level 2 and 3 incidents and requests via an incident management system.
- Applying best practice ITIL methodology for incident management and service requests
- Performing validation on complex business problems by differentiating between system issues (IT) or business rule (operational) issues.
- Utilising ticketing system to accept, resolve and triage incidents, as well as handle critical incidents raised to the team by email.
- Performing occasional data analysis and reporting in excel, including identifying trends and root causes in data
- Supporting replication and testing of issues to support SIT, UAT and BVT.
- Performing tasks required to support (up to) weekly release cycles to support business functions.
Key Skills needed to secure this contract include:
- Demonstrated experience with troubleshooting ICT or business application incidents
- Demonstrated experience in the use of an ICT Service Management Tool and the ability to apply ITIL methodology for incident management
- Demonstrated ability to liaise with and manage internal and external stakeholders to achieve a business outcome
- Demonstrated ability to communicate technical issues to non-technical users
- Demonstrated ability to analyse and report on data using Microsoft Excel
- Experience in using the following systems:
- SAP CRM System experience
- SAP Payment System (SAP PSCD) experience
- Incident (Ticket) Management System (HP Service Manager)
- Microsoft Excel (Proficient advanced skills)
Reference: 257897
To be considered for the role click the 'apply' button or for more information about this and other opportunities please contact Gizaille Shaheen on 03 86804305 or email: [email protected] and quote the above job reference number.
Paxus values diversity and welcomes applications from Indigenous Australians, people from diverse cultural and linguistic backgrounds and people living with a disability. If you require an adjustment to the recruitment process please contact me on the above contact details.
