Victorian Department of Health
Senior Support Analyst
To support and enhance the wellbeing of all Victorians.
Customer Support
Full-time
Office | Melbourne, VIC, Australia
Visa sponsorship · No
Mid Level · A role for someone with some well-developed knowledge and skills they can bring to the role and team. Typically within 2-5 years of experience.
·
Why Victorian Department of Health
The Victorian Department of Health develops and delivers policies, programs and services that support and enhance the health and wellbeing of all Victorians.
The department offers diverse and meaningful career opportunities for professionals who want to help people build better lives and achieve their full potential.
About the role
Position Details About the role:
- The Senior Support Analyst will be part of a dedicated and skilled team to deliver clinical application support for the Victorian Government's shared Clinical System, Cerner.
- The Cerner suite is delivered on a multi-tiered complex infrastructure utilising high availability and disaster recovery frameworks. It is delivered to 6 health services, encompassing more than 25 Victorian Public Hospitals.
- The role works closely with teams internal to HTS as well as client and vendor teams.
About us: At the Victorian Department of Health we want a future where Victorians are the healthiest people in the world. A Victoria where our children and people thrive, our workplaces are productive and safe, and our communities are more connected. We see it as our job to support Victorians to stay healthy and safe. And to deliver a world-class healthcare system that ensures every single Victorian can access safe, quality care that leads to better health outcomes for all. How you'll make a difference:
- Work with vendor stakeholders, to support to track and resolve raised information technology issues.
- Prepare business requirement documentation for the various stakeholders of the Application.
- Develop and maintain positive, influential relationships with stakeholders including vendor and agency representatives.
- Operate as an effective member of the team, working collaboratively with other team members and other stakeholders.
- Contribute to new functional upgrades and releases.
- Provide advice on application security and functionality, and independently manage changes.
- Collaborate with relevant stakeholders, to support the development and documentation of required policies and procedures.
- Review Technical changes, assess risk and impacts against the Clinical System;
- Provide Application Support services in accordance with Service Level Agreements. This includes participating in the on call roster and providing after hours support for priority 1 and 2 incidents. To learn more please click ‘Apply' to view the Position Description on the Careers.vic website.
What we offer:
- The opportunity to perform meaningful work, making direct contributions toward enabling Victorians to be the healthiest people in the world.
- A wide range of growth and development opportunities within the department and wider Victorian Public Service & Sector. A strong commitment to work-life balance, including a diverse array of flexible worki
What you'll be responsible for
- 👏🏼
Customer Support Team Training
Provide ongoing training, support, and coaching to help customer support teams achieve their goals and objectives
- ⚙️
Customer Support Technology Management
Identify and implement technology to optimize processes and collaboration for customer-facing teams to deliver high-levels of support
- 🚦
Technical Incident Resolution
Analyze and resolve technical and functional product issues for internal and external customers
Skills you'll need
- 👥
Collaboration
Works with others by being open, clear in communication and listening to achieve goals
- ✅
Prioritization
Compares and ranks the relative importance &/or urgency of different tasks to identify the best order of actions
- 💡
Problem solving
Identifies problems and develops logical solutions that address the problems
Meet the team
