Application Support Analyst

Role: APS6 Senior Application Support Analyst The National Disability Insurance Agency, Office of the CIO (NDIA OCIO) is undertaking major work programs to deliver innovative fit-for-need ICT-based solutions to improve the National Disability Insurance Scheme. The support analyst will work within the support team to investigate and prioritise business application incidents raised by staff for SAP and Salesforce platforms, as well as manage escalations of priority issues. They will also help support the testing and release cycles for software releases as required. Rate: The proposed rate should reflect candidate's skills and experience against the Evaluation Criteria. Candidates that do not demonstrate these criteria will not be assessed. Candidates should be aware that rates may be negotiated further as part of the selection process. Citizenship: As part of the eligibility and suitability requirement, NDIA seeks Labour Hire Workers who are Australian citizens only. Successful candidates will be required to furnish valid evidence of citizenship during the Pre-engagement Check. Labour Hire Licence: Applicable for ACT, VIC and QLD: Labour hire licences are required in the state that specified personnel are being contracted. Key duties and responsibilities Responsibilities of the role include but are not limited to: Utilise technical expertise and specialist knowledge of business rules to investigate and resolve ICT system issues Strong verbal and written communication skills in order to liaise with business staff, technical teams and customers. Ability to work closely and communicate clearly with multiple internal stakeholders and external vendors in the identification and rectification of issues. Apply & guide best practice ITIL methodology and utilise an ITSM system to investigate, triage and resolve incidents and service requests from a level 1 to Level 2 queue. Perform validation on complex business problems by differentiating between system issues (IT) or business rule (operational) issues. Perform data analysis and reporting in excel, including identifying trends and root causes in data. Understand and support replication and testing of issues to support SIT, UAT and BVT. Perform tasks required to support release cycles to support business functions. Mentor team members for Business Application best standards and support practices. (NOTE: the key responsibilities of the role are based on current priorities and may change over time) Criteria The buyer has specified that each candidate must provide a one page pitch to address all criteria specified. This is equal to 5000 characters. Essential criteria 1. 5 years+ in an ICT support role 2. Demonstrated experience in supporting either SAP or Salesforce platforms 3. Demonstrated experience in the use of an ICT Service Management Tool and the ability to apply ITIL methodology for incident management 4. Demonstrated ability to liaise with and manage internal and external stakeholders to achieve a business outcome Desirable criteria 1. Comfortable with new ways of thinking about accessibility and enthusiastic about accessible design & development will be highly regarded 2. Demonstrated ability to analyse and report on data using Microsoft Excel Opportunity summary Sellers can submit Up to 3 candidates Number of sellers invited Between 5 and 10 Number of candidates submitted Fewer than 10 RFQ closing time 02 Weeks 00 Days 06 Hours Send us feedback About Accessibility Privacy Terms of use Disclaimer and copyright An initiative of the Digital Transformation Agency The Australian Government acknowledges the Traditional Owners of Country throughout Australia and acknowledges their continuing connection to land, waters and community. We pay our respects to the people, the cultures and the Elders past and present. © Commonwealth of Australia