Support Associate Analyst - ERP [T500-25999]

We begin with customers—our products and services provide solutions to our diverse range of customers across Australia, from households, students, small to large-sized businesses, governments, and schools.\n\nAbout the Technology & Digital Function:\nBy joining the Technology team in the GCC you will play a direct role in Officeworks’ global digital transformation, contributing to world-class SAP and Salesforce capabilities that sit at the heart of how the business operates and grows. The GCC will support Officeworks’ purpose of helping to bring big ideas to life at low prices, ensuring technology remains a true enabler of customer value and operational excellence.\nThis opportunity to join as a founding member of the new global hub is a chance to be part of the original build-out of our GCC. Early joiners will influence how the hub operates and help shape the future state of some of Officeworks’ core technology ecosystem.\nThese roles are best suited for people who enjoy:\nexposure to core business platforms—SAP and Salesforce—covering operations, security, development, automation, and solution architecture\nsupporting global initiatives and modernizing critical enterprise system\nbeing the forefront of global innovation and transformation\njoining a place where your skills matter, your growth is intentional, and your work has visible impact on business outcomes.\n\nWhy this role exists:\nThe Support Associate Analyst provides application support to ensure service continuity, incident resolution, and continuous improvement of the Salesforce platform.

This role solves the problem of platform downtime and user friction by managing the end-to-end incident lifecycle. This role troubleshoots a mix of repeatable and complex production issues to maintain operational reliability.\n\nWhere you will make a difference:\nIn this role you will:\nService Operations & Incident Management:\nManage incidents, service requests, and problems to ensure timely resolution and service continuity.\nPerform root cause analysis and implement preventive actions to reduce recurring issues.\nHandle day-to-day troubleshooting and post-deployment validation for platform releases.\nAchieve key performance indicators aligned to the overall strategy and strategic objectives.\n\nKnowledge & Documentation:\nMaintain the knowledge base and operational documentation to enable self-service and team efficiency.\nDevelop and update knowledge articles based on incident resolutions and platform changes.\nEnsure all technical documentation complies with established governance and security standards.\n\nGovernance, Compliance & Safety:\nEnsure documentation and vendor engagement complies with applicable laws and policies.\nIntegrate compliance requirements into daily support practices and planning.\nIdentify and report site hazards or incidents to support a safe working environment.\n\nStakeholder Engagement & Accountability:\nLiaise with business users to provide simple, helpful, and affordable technical solutions.\nDemonstrate a strong sense of personal accountability for SLA performance and results.\n\nWho you will be working with:\nInternal: SAP Solution Architects, Administrators, Functional Analysts, Developers, and Quality Analysts.\nInternal Partners: End users and IT Service Management.\nExternal Partners: SAP Support and Managed Service Providers.\n\nWhat success looks like:\nService Reliability: Maintaining SLA adherence >98% and a ticket reopen rate 5%.\nOperational Efficiency: Reducing Mean Time to Repair (MTTR) by >15% year-on-year.\nCustomer Satisfaction: Achieving a customer satisfaction rating of >85%.\nProductivity: Increasing tickets resolved per analyst by 10% year-on-year.\n\nHow you will lead:\nIndividual Contributor:\nLives our Officeworks values and behavior's.\nProactively contributes to a safe working environment, escalates appropriately if there are unsafe conditions or inappropriate behavior.\nOperates in line with applicable Officeworks company policies and Code of Conduct.\nDemonstrates a strong sense of personal accountability and curiosity to learn and develop.\n\nQualifications and work experience:\nEssential:\nEducation: Degree in I.T. or a related field.\nExperience: 2+ years of SAP or enterprise application support experience.\nCore Skills: Excellent communication skills and a strong customer focus.\nTechnology Proficiency: Familiarity with SAP S/4HANA, SAP BTP, SAP Cloud ALM, ITSM Platforms, and Jira.