Application Support Analyst - Salesforce

1666 days ago

Location
Carlton VIC, Australia
Role
Business Analyst
Contract
Permanent
Salary
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Join our innovative and energetic team! Our IT experts are creative problem solvers that enable over 1000 Save the Children Australia employees to perform their roles and impact the lives of children. You will drive exceptional technical and functional support across our enterprise application suite and your extensive knowledge will help you make complex systems and processes easy to understand. You will contribute to the delivery of outstanding client service and high levels of satisfaction for our user community across more than 25 sites in Australia, the Pacific, and beyond.

Save the Children is no ordinary not-for-profit.

We’re ambitious, creative and outspoken. We stand up for children’s rights. We want all children to be educated, healthy and live a life free from violence. We run programs in Australia and overseas and, if there’s a disaster - like an earthquake, drought or conflict – we are there on the ground.

Where you come in:

In this full-time permanent position, based in our head office in Carlton*, you will be the lead technical and functional support resource for our Salesforce Client and Case Management platform, ensuring ongoing functionality and adoption within our teams. You will also provide application maintenance and support to minimise service disruption and to simplify operations. You will be part of our IT team and report to our Business Solutions Manager.

You will make an impact by:

Driving technical and functional support to our end user community
Proactively identifying application improvements and efficiencies and driving timely implementation of enhancement opportunities
Triaging, mitigating, and escalating application issues to ensure timely resolution, including management of third-party technical vendors
Effectively managing system performance and uptime, ensuring our users can access our systems anytime, anywhere
Providing excellent customer service to our user community
Supporting end user training delivery to help the business leverage value from our systems

Does this sound like you?

You have an exceptional customer service focus and a natural ability to build rapport with a diverse range of people. You can quickly understand support requirements, identify root causes, problem-solve, and take initiative in complex environments. You have a solution-focused mentality and are always looking for opportunities to improve systems and processes to drive efficiencies and value.

This role requires:

Demonstrated experience with Salesforce
Demonstrated experience actively grooming and prioritising backlogs
Application support experience including both technical and functional support
Experience in managing external vendor escalation and performance
A strong ability to communicate effectively with both technical resources and end user community
A self-starter who is able to prioritise and manage competing project deadlines

Working at Save the Children is more than just a job.

It’s the feeling of knowing that your work is contributing to making the world a better place for children and working with others who feel the same.

In addition to a connection to social causes, you will have access to:

Opportunity to work on additional projects alongside business as usual
Individual learning plans to assist in your career development
Agile work environment including working from home
Pet friendly work environment
Full salary packaging benefits
Additional annual leave options available

Sound interesting?

We’d love to hear from you. Submit your cover letter and resume by clicking on one of the buttons in the ‘Apply’ section.

Applications close 5pm Monday 8 February 2021.

Position Description – Application Support Analyst, Salesforce

While COVID-19 social distancing restrictions are in place, this role works remotely (i.e. from home or an alternative location). Once the pandemic restrictions are lifted, the role will be based in our office in Carlton, Victoria.

At Save the Children, we seek a workforce that is as diverse as our society – in ethnicity, gender, age, sexuality, cultures and beliefs – and reflects the communities we work in. We believe diversity and inclusion are fundamental to our culture and core values and we demonstrate this commitment through all our employment practices. Our inclusive workplace culture contributes to making Save the Children a great place to work. We encourage people from Aboriginal and Torres Strait Islander backgrounds to apply.

Save the Children Australia is a child-safe organisation. All employees are required to undergo a National Police Check, a Working with Children Check (where necessary), and sign our Child Safeguarding Policy and Code of Conduct.

Save the Children Australia supports the Inter-Agency Misconduct Disclosure Scheme. If you are successful in your application, we will request consent to access HR held information pertaining to your last 5 years of employment. You can read about the Scheme and our commitment to Safeguarding here.