Support Associate Analyst - ERP [T500-30106]

About Officeworks

Officeworks’ purpose is “we bring big ideas to life at low prices”. We are Australia’s leading omnichannel retailer of complete technology solutions, stationery, furniture, art supplies, and learning resources. We also offer services including Print & Create and Geeks2U. 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.

About the Technology & Digital Function

By 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.

This 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.

These roles are best suited for people who enjoy

• exposure to core business platforms—SAP and Salesforce—covering operations, security, development, automation, and solution architecture
• supporting global initiatives and modernizing critical enterprise system
• being the forefront of global innovation and transformation
• joining a place where your skills matter, your growth is intentional, and your work has visible impact on business outcomes.

Why this role exists

The Support Associate Analyst provides application support to ensure service continuity, incident resolution, and continuous improvement of the SAP 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.

Where you will make a difference

In this role you will

Service Operations & Incident Management

• Manage incidents, service requests, and problems to ensure timely resolution and service continuity.
• Perform root cause analysis and implement preventive actions to reduce recurring issues.
• Handle day-to-day troubleshooting and post-deployment validation for platform releases.
• Achieve key performance indicators aligned to the overall strategy and strategic objectives.

Knowledge & Documentation

• Maintain the knowledge base and operational documentation to enable self-service and team efficiency.
• Develop and update knowledge articles based on incident resolutions and platform changes.
• Ensure all technical documentation complies with established governance and security standards.

Governance, Compliance & Safety

• Ensure documentation and vendor engagement complies with applicable laws and policies.
• Integrate compliance requirements into daily support practices and planning.
• Identify and report site hazards or incidents to support a safe working environment.

Stakeholder Engagement & Accountability

• Liaise with business users to provide simple, helpful, and affordable technical solutions.
• Demonstrate a strong sense of personal accountability for SLA performance and results.

Who you will be working with

• Internal: SAP Solution Architects, Administrators, Functional Analysts, Developers, and Quality Analysts.
• Internal Partners: End users and IT Service Management.
• External Partners: SAP Support and Managed Service Providers.

What success looks like

• Service Reliability: Maintaining SLA adherence >98% and a ticket reopen rate 5%.
• Operational Efficiency: Reducing Mean Time to Repair (MTTR) by >15% year-on-year.
• Customer Satisfaction: Achieving a customer satisfaction rating of >85%.
• Productivity: Increasing tickets resolved per analyst by 10% year-on-year.

How you will lead

Individual Contributor

• Lives our Officeworks values and behavior's.
• Proactively contributes to a safe working environment, escalates appropriately if there are unsafe conditions or inappropriate behavior.
• Operates in line with applicable Officeworks company policies and Code of Conduct.
• Demonstrates a strong sense of personal accountability and curiosity to learn and develop.

Qualifications and work experience

Essential

• Education: Degree in I.T. or a related field.
• Experience: 2+ years of SAP or enterprise application support experience.
• Core Skills: Excellent communication skills and a strong customer focus.
• Technology Proficiency: Familiarity with SAP S/4HANA, SAP BTP, SAP Cloud ALM, ITSM Platforms, and Jira.