Application Support Analyst

There comes a point in many application support careers where closing more tickets stops feeling like development.

You have built the foundations. You know how to troubleshoot issues, support users and keep business applications running. But you want to understand more of what happens around those applications.

This opportunity is designed for that next step.

The Australian Renewable Energy Agency (ARENA) is seeking an IT Application Support Analyst to support its enterprise applications while building experience across Salesforce, business analysis, testing, releases and technology change.

You do not need to arrive as a Salesforce expert or experienced Business Analyst. ARENA is looking for someone with strong support foundations, genuine customer orientation and the appetite to learn.

About ARENA

ARENA supports Australia's transition to net zero by funding renewable energy and decarbonisation projects, helping emerging technologies and commercial models move towards practical application.

The agency also shares knowledge from the initiatives it supports, helping government and industry make better future investment decisions.

With approximately 150 employees across Sydney, Canberra and Melbourne, ARENA undertakes nationally significant work while remaining small enough for individual employees to have genuine visibility and influence.

The Opportunity

Reporting to the Director, Security & Service Operations, you will provide technical and functional support across ARENA's enterprise applications.

Salesforce will be the primary platform focus, alongside applications supporting areas such as finance, HR, recruitment and legal.

ARENA is also improving how application support operates.

Some applications have historically been managed directly between business teams and external vendors rather than through consistent Technology support processes. As these platforms are brought into a more structured model, you will help establish how issues are captured, supported, documented and escalated.

You will:

• Support and administer enterprise applications
• Manage user access and permissions
• Investigate incidents and service requests
• Troubleshoot issues and identify underlying causes
• Coordinate with vendors and technical specialists
• Maintain support documentation and knowledge
• Support integrations and workflows
• Assist with testing, releases and operational handovers
• Help improve application-support processes and user experience

Customer service will be just as important as technical capability.

When someone has a problem, ARENA wants you to understand what they are trying to achieve, communicate directly and take ownership of reaching an outcome rather than simply moving their issue into another queue.

More Than Application Support

ARENA sees this as a growth opportunity.

As your knowledge develops, you may gather requirements for application changes, map processes, develop user stories, support UAT and contribute to Salesforce release activity.

There will also be opportunities to contribute to smaller projects and improvement initiatives across the support environment.

Because ARENA's technology team is relatively small, people work across traditional boundaries when needed. You will work directly with experienced specialists across applications, infrastructure, cloud, cyber security, service operations, data and project delivery, giving you the opportunity to learn from people across several disciplines.

ARENA can develop platform knowledge through training and experience. Genuine customer service, ownership and curiosity are much harder to teach.

About You

You may currently be an Application Support Analyst, Business Systems Support Analyst, Systems Support Analyst, Application Administrator or Level 2 Support Analyst with experience supporting business applications.

You may have started on a service desk before moving towards applications and now have a few years of experience behind you.

You do not need to already be a Salesforce Administrator or Business Analyst.

You will bring strong support fundamentals, good troubleshooting skills and the confidence to work directly with users.

You will want to understand why problems occur, know when to involve others and remain accountable for reaching an outcome.

Most importantly, you will want to learn.

Government experience is not essential.

Why Join ARENA?

ARENA's relatively small technology team means your contribution will be visible and experienced specialists will be accessible as you develop.

You will also be supporting an organisation helping accelerate renewable energy and decarbonisation initiatives across Australia.

For someone looking for their next career step rather than simply their next support role, that combination of development and purpose is compelling.

Next Steps

For a confidential discussion, please contact Steven Fulop on [0418 994 446](tel:0418 994 446) or [email protected].

Alternatively, please contact Anthony Trimboli on [0422 604 782](tel:0422 604 782) or [email protected].

xceltium has been exclusively retained by the Australian Renewable Energy Agency to manage this appointment. All direct and third-party applications will be referred to xceltium and treated with the strictest confidence.