Application Support Analyst

A role with real purpose

You know Dynamics 365 from the support side. You can investigate an issue, understand what’s happening with the data, manage users and permissions, and work with specialist teams when something needs deeper technical expertise.

But you want more than simply moving tickets through a queue.

You want to understand the environment, build relationships with its users and see issues through to resolution. And ideally, you want the technology you support to have a meaningful purpose behind it.

This role brings those things together.

Cancer Council is establishing the technology behind a national cancer navigation service, helping people affected by cancer connect with information and support.

As these platforms move from project delivery into live operation, you’ll become an important internal point of ownership, helping establish how they are supported for the future.

About the Role

Reporting to the Stream Lead, you’ll become a primary operational support resource for the technology platforms underpinning the National Navigation Program as they transition into Business as Usual operations.

Microsoft Dynamics 365 CRM sits at the centre of the environment, alongside Dynamics Contact Centre, integrations and connections across State Cancer Councils. Approximately 70% of the support requirement is expected to sit at Level 2, with the remainder covering Level 1 support and administration.

This is not a Dynamics development role. It’s a hands-on application support position where you’ll investigate application and data issues, administer users and access, monitor integrations, coordinate vendors and take ownership of issues through to resolution.

You’ll also join at an important stage, helping establish the support processes, documentation, escalation pathways and working relationships that will underpin a nationally significant service.

The role is a maximum-term appointment through to 30 June 2027, with three days based in Woolloomooloo and flexibility to work remotely Thursday and Friday.

What You’ll Do

·      Provide Level 1 and Level 2 support across Dynamics 365 CRM, Dynamics Contact Centre and associated applications

·      Investigate application, configuration, integration and data-related incidents

·      Administer users, teams, security roles and permissions within Dynamics 365

·      Monitor integrations, failed transactions, exception queues and data-quality issues

·      Triage complex incidents and coordinate escalation to Level 3 teams, vendors and specialist support partners

·      Support application changes, releases, deployments and operational readiness activities

·      Build and maintain support documentation, procedures, runbooks and knowledge resources

What You’ll Bring

You’ll bring at least three years’ experience providing Level 2 support for enterprise business applications, with practical experience supporting Microsoft Dynamics 365 Customer Engagement CRM particularly important.

You’ll be comfortable administering a Dynamics environment across users, teams, permissions and security roles rather than approaching it from a development background.

Working knowledge of SQL and relational databases will allow you to undertake basic data investigation and troubleshooting. Exposure to Azure, Power Platform, Boomi, Dynamics Contact Centre or comparable contact-centre technologies will be valuable.

You’ll also understand ITIL service-management practices and be comfortable working across end users, internal technology teams, vendors and managed-service providers.

You’ll be curious enough to investigate before escalating, calm when priorities compete, clear in how you communicate and motivated by the opportunity to support technology that ultimately helps people affected by cancer.

About Cancer Council and the Program

Cancer Council is Australia’s leading cancer charity, a trusted voice, advocate, and lifeline for millions.

The Australian Cancer Nursing and Navigation Program (ACNNP) aims to connect people with cancer to quality care, information, and support services, no matter their cancer type, background, or location.

As part of the ACNNP, Cancer Council will be delivering the National Cancer Navigation Service, enhancing and expanding our cancer information and support service through the creation of a new national cancer navigation service, offering new ways for more people affected by cancer to access support and information that best meets their needs, now and into the future.

This stream within the program will deliver the internal technology that enables a nationally consistent service across staff-facilitated and digital channels. It’s technology with humanity at its core, transforming how Australians access care and how Cancer Council delivers it.

Next steps

This is a permanent leadership opportunity offering the chance to lead a newly established function, develop a high-performing team and influence how technology initiatives are shaped across the organisation.

For a confidential discussion, please contact Anthony Trimboli on 0422 604 *** or *******@xceltium.com

Please note: xceltium has been exclusively retained to manage this appointment. All direct and third-party applications will be managed by the xceltium team.