Support Analyst - Salesforce (Hybrid/Remote/Permanent)

Job title: Salesforce Support Analyst

Position Type: Full Time, Permanent

Location: Canberra preferred/All Australia

About the role

As the Support Analyst you will be an integral member of the Customer Engagement Platforms team, supporting our internal colleagues and external members.

Acting as the first point of contact for the CEP team, you will receive, triage, investigate, and where possible resolve incidents, service requests, and operational issues across CSC's Customer Engagement Platforms. Your primary focus will be to support Salesforce CRM, Okta and Web Self-Service platforms that enable CSC's customer service and engagement capabilities.

As CSC continues to expand its ecosystem, you will also contribute to the support and enhancement of platforms including Salesforce Marketing Cloud, Mobile Publisher and SmartComm, working closely with business stakeholders, vendors, developers, architects, and teams.

You will also get to perform limited system administration and regular maintenance to “fix on first contact”.

Key responsibilities

Key responsibilities may include, but are not limited to, the following:

• Respond to service tickets raised by staff promptly, helpfully and with excellent customer service
• Present a professional appearance and attitude whilst providing outstanding customer service
• Triage and categorise tickets in a timely manner according to SLAs
• Provide routine “fix on first contact” support, using your Salesforce Admin access, to update minor settings and configuration.
• Conduct initial investigation and gather supporting details/evidence.
• Where necessary, engage with Business Analysts, developers or other staff to support the triage or troubleshooting.
• Where tickets require further development support, create a corresponding Jira ticket and brief the delivery team.
• Provide weekly summaries of key issues raised
• Occasional support of high-severity incidents outside of business hours on an on-call basis
• Ensure Engagement Team compliance with CSC policy, procedures, standards and best practices
• May require occasional after-hours support on high priority incidents on an on-call basis.

Specific duties, deliverables and reporting lines may vary from time-to-time dependant on business needs and priorities. Key objectives and measurements will be captured in the Performance & Development planning cycle, established annually, and adapted as needed.

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• Tertiary qualifications in Computer Science or a related discipline
• ICT industry certification, e.g. Microsoft / Citrix
• 1-2 years of experience in a Service Desk support role
• Superannuation or financial services knowledge
• Salesforce experience
• Must have ability to independently manage Level 1 support tickets and assist/support level 1.5 tickets with limited supervision
• Excellent customer service skills and attention to detail
• Strong written and verbal communication skills
• Ability to work and actively participate in a team environment to ensure that team objectives are met
• Ability to provide occasional after-hours support on high-severity incidents on an on-call basis

• Permanent role with flexible and hybrid work options.
• Join our newly built in house Salesforce team and build and design our future
• Competitive benefits, including enhanced parental leave and a strong focus on wellbeing and inclusion.

A career where you belong

At CSC, we’re committed to more than super — we’re committed to people. That means creating a workplace that values diversity, promotes equity, and fosters inclusion across everything we do.

Our gender equality strategy is more than a promise — it’s a plan. We're actively increasing representation in our workforce, removing barriers to career progression, and creating pathways for all employees to grow and succeed.

We welcome candidates of all genders, cultural backgrounds, ages, sexualities, and abilities. We offer flexible work, inclusive policies, and development opportunities designed to support you at every stage of your career.

We’re proud to be an equal opportunity employer — and proud of the progress we’re making. Join a workplace where you can thrive, grow, and belong.
 

To apply for this opportunity, please submit your application via the Apply link in this advertisement, including a short cover letter along with your current resume.

To ensure all applications are considered in the review process, we request you to please apply through the advertised links only.

Applications close: 14th Aug, Friday.