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
Skills Required
- 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
- 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
Datacom Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Datacom and has not been reviewed or approved by Datacom.
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Healthcare Strength — Healthcare support includes complimentary health insurance packages in Australia and New Zealand alongside employee assistance programs. Wellbeing resources and on‑site meditation rooms are highlighted as part of the offering.
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Wellbeing & Lifestyle Benefits — Flexible and remote work support, plus discounts on gyms, travel, and selected retailers, are prominently featured. The package emphasizes work–life balance and lifestyle support alongside core benefits.
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Flexible Benefits — Flexible working is promoted across locations, with hybrid/remote arrangements positioned as standard practice where feasible. Benefits are framed as locally tailored by country and business unit, reflecting adaptability to context.
Datacom Insights
What We Do
Datacom is Australasia's largest home-grown tech company. Drawing on the experience of over 6500 staff in 24 locations around the globe, we work with a full range of clients, from small start-ups through to government agencies and multinational corporations, to explore and extract the hidden value in their systems. We bring together over half a century of know-how, the right technology and the knowledge and creativity of our people, to deliver sustainable solutions to our customers’ greatest challenges. With our team of dedicated professionals, we work with leading partners to deliver the solutions that are right for our customers – that solve their issues and enhances their businesses. We design, build and run IT systems and processes across operations, cybersecurity, cloud, digital platforms, payroll and enterprise applications. We deliver customer care services and operate mission-critical infrastructure with best-in-class data centre facilities – Datacom delivers on the promise: practical imagination.
