Business Systems Support Analyst (Triage Focus)

WA Government Client
Perth CBD | 6 month contract + possible 6 month extension
$50–$55 per hour incl. super | 7.5‑hour days | Hybrid (1–2 days WFH)

We are a specialist ICT consultancy engaged across multiple WA Government departments to deliver high quality ICT support and project services. We’re now seeking a Business Systems Support Analyst to join our client’s team and provide first level triage and investigation across a range of integrated business systems.

About the Role

You’ll manage incoming issues, clarify user reported problems, perform initial diagnostics and progress tickets through to resolution or escalation. Strong ServiceNow experience is essential, as you’ll be responsible for logging, triaging and tracking incidents with clear, accurate notes.

Please note: this role cannot be performed fully remotely. While hybrid work is available, regular attendance at the Perth CBD office is required.

Key Responsibilities

• Triage and progress incoming issues via ServiceNow
• Clarify user problems and confirm intended outcomes
• Capture key details: symptoms, scope, expected vs actual behaviour
• Identify whether issues are user, process, defect or integration related
• Perform initial diagnostics and replicate issues where appropriate
• Resolve Level 1 issues or escalate with clear evidence and context
• Monitor the support queue and take ownership of unassigned tickets
• Keep users updated with clear, friendly communication

About You

• Level 1/Level 2 application or systems support experience
• Strong ServiceNow skills for incident logging, triage and tracking
• Ability to independently manage and progress a support workload
• Confident investigating issues and documenting findings
• Clear written and verbal communication skills
• Strong problem solving and attention to detail

Please click ‘Apply Now’ to submit your details for immediate consideration. All applications will be handled with the strictest confidentiality.