Applications Support Analyst

As an Applications Support Analyst, you will help ensure business-critical applications are reliable, efficient and meet the needs of staff across the agency. Reporting to the Application Support Manager (APS 6), you will work closely with business users, technical specialists and service delivery teams to resolve application issues, provide advice and support, and contribute to a positive user experience. The role focuses on maintaining service performance, identifying opportunities for improvement, and delivering timely solutions that enable staff to work effectively. Through collaboration, analysis and continuous improvement, you will help strengthen the quality, stability and effectiveness of AFSA's application services.

In this role, you will perform Level 2 Applications Support duties and assist in delivering advice and support using ITIL best practice by:

• Managing the shared mailbox and Service Management tool queue
• Ensuring that all incidents and service requests are registered in the Service Management tool
• Troubleshooting, and resolving incidents within Service Level Targets
• Fulfilling service requests within Service Level Targets
• Adding to the team knowledge base by documenting the resolving actions for all tickets
• Actively participating in agile ceremonies
• Recording and tracking the progress of all work on the team Kanban
• Escalating tickets if they meet any blockers, or if conflicting priorities impact the ability to meet Service Level Targets. 

Stakeholder engagement 

Communicate with business users and ICT technical specialists in relation to service requests, enhancements, and progress of reported incidents, including:

• Clarifying requirements and keeping stakeholders informed of the progress of tickets
• Returning resolved tickets to the originating team for confirmation and closure
• Working closely with ICT technical specialists to troubleshoot more complex issues
• Building and managing relationships with internal and external stakeholders. 

Best practice and continuous improvement 

Assist and actively participate to continuously improve the team’s artefacts and operating practices for Level 2 Applications Support, including:

• Service Catalogue items
• Service Level Targets
• Standard Operating Procedures and Work Instructions
• Processes and practices
• Team knowledge base
• Service Management tool records
• Analysing trends and proposing innovations to reduce requests and incidents.

Qualifications, accreditations and experience 

To be successful in this role, you will bring:

Essential experience in:

• Technical analysis
• Business process analysis
• Applications service delivery – Level 1-2 support. 

Highly desirable experience or certification in:

• ITIL Foundation
• Agile Foundation. 

Experience with the following or similar tools is desirable:

• Service Management ticketing system such as Halo
• JIRA, SharePoint, Confluence, Miro, or similar tools
• SQL script
• FMIS (FinanceOne), Playbook/ETL. 

Why join us? 

At AFSA, you will enjoy:

• Generous employer superannuation contribution (15.4%)
• A modern, flexible working environment
• Access to the Employee Assistance Program
• Flexible working arrangements

This role is open only to Australian citizens.

The successful candidate must either hold, or be willing to obtain, a Baseline security clearance. All employees undergo a mandatory police records check.

Please note that if you have received a redundancy benefit from an APS agency and your redundancy period has not expired, you may not be eligible for employment.

Applications close:

Sunday, 23 August 2026 at 11:59 pm AEST.

To apply, click the Apply button and follow the instructions in the AFSA recruitment portal.

AFSA is an executive agency within the Treasury portfolio that works to maintain confidence in Australia’s personal insolvency, personal property securities, and criminal asset management systems, supporting a strong and resilient credit framework. Its regulatory responsibilities are delivered under key legislation, including the Bankruptcy Act 1966, the Personal Property Securities Act 2009, and the Proceeds of Crime Act 2002. AFSA is committed to continuous improvement and stakeholder trust through collaboration and engagement. To support this, it has established a Consumer Consultative Panel to enable constructive dialogue with consumer and community representatives and values the expertise of community and consumer organisations, particularly in frontline services, advocacy, education, and research. AFSA offers an inclusive, flexible workplace that supports diversity, wellbeing, and work–life balance. Roles are available across our offices in Adelaide, Brisbane, Canberra, Hobart, Melbourne, Perth, and Sydney, and may be full-time or part-time. Employees benefit from strong career development opportunities, flexible work arrangements, competitive remuneration, generous leave entitlements, study assistance and learning and development opportunities, and a Christmas–New Year shutdown.