Application Support Analyst

About the role

We are partnering with a leading organisation to find a skilled Application Support Analyst ready to own the reliability of critical business software. You will be the first and second line of defence — fielding complex user issues, digging into root causes, and seeing fixes through to resolution.

This is a collaborative, high-visibility role where you will work closely with Development, Design, Product, and Account Management teams to deliver outstanding outcomes for end users.

Key responsibilities

• Provide L1 and L2 application support for business software — triaging, troubleshooting, and resolving complex user issues end-to-end
• Conduct thorough root cause analysis on recurring incidents and implement lasting solutions
• Write and execute SQL queries to investigate data issues, validate fixes, and produce management reports
• Log, prioritise, and manage incidents and service requests through to resolution within an ITIL-aligned service desk framework
• Collaborate actively with Development, Design, Product Owner, and Account Management teams to coordinate fixes, releases, and user communications
• Deliver clear, customer-focused communication at every stage — keeping users informed and confident throughout an incident
• Maintain accurate documentation including runbooks, known errors, and knowledge base articles
• Monitor application health and proactively identify trends before they become incidents

What we’re looking for

Essential requirements

• Australian citizenship — required for security clearance eligibility
• Demonstrated L1 and L2 application support experience with business software, including troubleshooting complex user issues, root cause analysis, and implementing solutions
• Solid SQL skills — writing queries, joins, and data investigation to support troubleshooting and reporting
• Excellent verbal and written communication skills with a genuine customer-service mindset
• Service desk experience working within an IT Service Desk or Service Management framework (ITIL fundamentals preferred) — including logging, prioritising, and managing incidents and service requests through to resolution
• Proven ability to collaborate across teams — Development, Design, Product Owner, Account Management, and other stakeholders

Highly regarded

• ITIL Foundation certification or equivalent service management qualification
• Experience reading and interpreting application logs and error traces
• Scripting ability — PowerShell, Python, or Bash
• Exposure to cloud platforms such as Azure or AWS
• Familiarity with ticketing tools such as ServiceNow or Jira

Apply Today

To be considered for this role please submit your CV today by clicking the 'Apply' button or send your CV directly to gary@psgaus.com.au