Senior Application Support Analyst | Sydney

About us

At Datacom, we combine technology, expertise, and talented people to help organisations thrive in a rapidly changing world. As one of Australasia's leading technology providers, we work with customers across industries to solve real-world problems and deliver meaningful outcomes.

Whether we're supporting governments, enterprise organisations, or growing businesses, we're committed to creating meaningful outcomes for our customers, communities, and each other.

About the Role (your why)

As a Senior Application Support Analyst, you will play a key role in ensuring the optimal operation, maintenance and ongoing support of critical business applications across multiple managed clients. Working within the Application Management team, you’ll provide 2nd and 3rd level support, manage incidents and problems, and work closely with internal teams, customers and third-party vendors to deliver high-quality service outcomes aligned to SLAs.

This is a varied and hands-on role where you will contribute to application support, service improvements, change management activities, service transitions and project initiatives. You’ll also have the opportunity to apply your technical expertise, analytical capability and customer-focused approach to solving complex issues and improving operational performance.

What you’ll do

As a Senior Application Support Analyst you will be focused on:

• Managing day-to-day incidents, service requests and problem management activities across multiple client applications
• Providing 2nd and 3rd level application support in line with agreed SLAs and service outcomes
• Supporting and coordinating with internal teams and third-party vendors to resolve technical issues and deliver change activities
• Monitoring support issues, project deliverables and milestones to ensure timely resolution and delivery
• Participating in an on-call roster to support a 24/7 support environment
• Proactively identifying opportunities for service improvements and operational efficiencies
• Supporting service transitions into support, including documentation reviews and knowledge base creation
• Contributing to projects and enhancements across business analysis, testing, implementation or development activities
• Maintaining accurate ticketing system updates throughout the incident and request lifecycle
• Building strong relationships with customers and stakeholders while delivering

What you’ll bring

Required experience:

• 5+ years’ experience in information technology, systems support, systems integration or consulting
• Strong experience in application support, incident management and problem management environments
• Ability to troubleshoot and resolve technical issues efficiently and communicate solutions clearly
• Experience working with customers, stakeholders and third-party vendors in a support environment
• Strong analytical, problem-solving and organisational skills
• Excellent written and verbal communication skills with both technical and non-technical audiences
• Ability to manage competing priorities and work across diverse technologies and client environments
• Strong customer service and relationship management skills
• Bachelor’s degree in Computer Science, Technology or a related discipline

Nice to have:

• Experience working within a Tier 2 Service Provider environment
• Understanding or exposure to ITIL frameworks and processes
• ITIL Foundation certification or relevant IT certifications
• Experience in Help Desk or Service Desk customer support environments
• Previous vendor management experience
• Customer service training or qualifications
• Construction industry/applications preferred

Culture and benefits

Join a team where you'll be supported to grow your career, prioritise your wellbeing, and make a genuine impact. From industry-leading learning and development opportunities to parental leave, wellbeing support, and employee benefits, we're committed to helping our people thrive both professionally and personally.

We're passionate about creating a workplace where people feel supported, empowered, and inspired to do their best work. Whether you're developing new skills, tackling complex challenges, or collaborating with some of the best minds in the industry, you'll be part of a team that values curiosity, innovation, inclusion, and making a genuine difference.

Why you will love working here

• Paid parental leave
• 24/7 Employee Assistance Programme (DataCare)
• Ongoing learning, certifications, and career development opportunities
• Access to industry-leading learning platforms and future skills training
• Recognition programmes that celebrate great work
• Great employee discounts and financial wellbeing benefits
• Meaningful work that makes a real impact