APS5, Applications Support Analyst

About the Role

As an Applications Support Analyst, you will help ensure business-critical applications are reliable, efficient and meet the needs of staff across the agency.

Reporting to the Application Support Manager (APS 6), you will work closely with business users, technical specialists and service delivery teams to resolve application issues, provide advice and support, and contribute to a positive user experience.

The role focuses on maintaining service performance, identifying opportunities for improvement, and delivering timely solutions that enable staff to work effectively.

Through collaboration, analysis and continuous improvement, you will help strengthen the quality, stability and effectiveness of AFSA's application services.

Key Accountabilities

In this role, you will perform Level 2 Applications Support duties and assist in delivering advice and support using ITIL best practice by:

• Managing the shared mailbox and Service Management tool queue
• Ensuring that all incidents and service requests are registered in the Service Management tool
• Troubleshooting, and resolving incidents within Service Level Targets
• Fulfilling service requests within Service Level Targets
• Adding to the team knowledge base by documenting the resolving actions for all tickets
• Actively participating in agile ceremonies
• Recording and tracking the progress of all work on the team Kanban
• Escalating tickets if they meet any blockers, or if conflicting priorities impact the ability to meet Service Level Targets.

Stakeholder engagement

• Communicate with business users and ICT technical specialists in relation to service requests, enhancements, and progress of reported incidents, including:
• Clarifying requirements and keeping stakeholders informed of the progress of tickets
• Returning resolved tickets to the originating team for confirmation and closure
• Working closely with ICT technical specialists to troubleshoot more complex issues
• Building and managing relationships with internal and external stakeholders.

Best practice and continuous improvement

• Assist and actively participate to continuously improve the team’s artefacts and operating practices for Level 2 Applications Support, including:
• Service Catalogue items
• Service Level Targets
• Standard Operating Procedures and Work Instructions
• Processes and practices
• Team knowledge base
• Service Management tool records
• Analysing trends and proposing innovations to reduce requests and incidents.

All duties will be performed in accordance with:

• the APS Values, Code of Conduct and Employment Principles
• WHS obligations, taking responsibility for own health and safety and that of others
• AFSA’s risk management framework and relevant legislation, including guiding others to identify and mitigate foreseeable risks.

What we’re looking for / Qualifications

To be successful in this role, you will bring:

Essential experience in:

• Technical analysis
• Business process analysis
• Applications service delivery – Level 1-2 support.

Highly desirable experience or certification in:

• ITIL Foundation
• Agile Foundation.

Experience with the following or similar tools is desirable:

• Service Management ticketing system such as Halo
• JIRA, SharePoint, Confluence, Miro, or similar tools
• SQL script
• FMIS (FinanceOne), Playbook/ETL.

Why join us?

At AFSA, you will enjoy:

• Generous employer superannuation contribution (15.4%)
• A modern, flexible working environment
• Access to the Employee Assistance Program
• Flexible working arrangements, including remote work options and variable start/finish times where appropriate.

We are committed to creating an inclusive workplace that values diversity. We welcome applications from First Nations peoples, people from culturally and linguistically diverse backgrounds, and people with disability. We support all employees to balance work, family, and personal commitments through flexible working options.

Eligibility

This role is open only to Australian citizens.

The successful candidate must either hold, or be willing to obtain, a Baseline security clearance. All employees undergo a mandatory police records check.

Please note that if you have received a redundancy benefit from an APS agency and your redundancy period has not expired, you may not be eligible for employment.

RecruitAbility applies to this vacancy. If you apply under the scheme, declare you have a disability and meet the minimum requirements, you will be invited to participate in the next stage of assessment.

How to Apply

Applications close Sunday 23 August 2026 at 11:59 PM AEST. 

To apply, click the Apply button and follow the instructions in the AFSA recruitment portal.