Application Support Analyst

• Provide Level 2 application support to the 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).

• work on rotating rostered hours (between 8am and 5.30pm) during the week,
• 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 Criteria
• • Salesforce Certified Platform Administrator certification
  • experience using Siebel and SalesForce CRMs (or equivalent)
  • previous helpdesk experience
  • experience using Cherwell Service Management / Service Now tools (or equivalent)
  • understanding SOQL or SQL queries

If you wish to apply for this position, please submit your resume by clicking the 'Apply Now' button. For further information please contact Shilpa Kunhikannan Sreeja at Clicks IT Recruitment on +61 430 294 828.

At Clicks we embrace diversity, inclusion and equal opportunity.

We provide reasonable adjustments, including alternate formats to the recruitment process for individuals with disability. If you require an adjustment to be made during the recruitment process, please call 1300 254 257 or email adjustments@clicks.com.au