Afm Online Support Analyst

Employment Type: Permanent Full Time
Position Classification: Health Manager Level 2
Remuneration: $106,142 - $125,241 per annum (excluding 11% superannuation)
Hours Per Week: 38
Location: Chatswood
Requisition ID: REQ459098
Applications Close: 26 January 2024
Join the team driving the digital transformation of Australia’s largest public health system
About us
Working at eHealth NSW is more than a job. Every day, we set out to design, build and innovate world class digital solutions that will transform how healthcare is delivered to patients across NSW. It’s a genuine opportunity to join a team of technology professionals, health partners, industry leaders and academia to develop solutions that help save and improve people’s lives.
Our people are at the heart of who we are. We are committed to a workforce that reflects the communities we serve and actively seek to recruit people from diverse backgrounds to build a supportive and inclusive workplace where our people can gain a sense of belonging, value and opportunity.
Come work with us
We have an exciting opportunity in the AFM Online team for an AFM Online Support Analyst.
Reporting into the AFM Online System Administrator you will be part of the team responsible for the support, operation, maintenance, and enhancement of the NSW Health Asset and Facilities Management (AFM) system, AFM Online. Working closely as part of the application support team, and with other teams across Corporate Applications, Service Delivery, and customer Health organisations this role will focus on the support and maintenance of the system including its further enhancement.
What you will do
As an integral member of the AFM Online team, you will:
Support end users with day-to-day operation and function of system across a range of asset management functions underpinned by the system.
Assess, investigate, troubleshoot, resolve, process, escalate, and action requests and incidents and manage same via IT Service Management tool.
Monitor and prioritise requests and incidents to ensure service level agreement (SLA) standards are achieved and service arrangements are satisfied.
Maintain detailed support call notes in incident history to streamline customer follow-ups and ensure the provision of timely, accurate, up-to-date specialised technical advice.
Ensure all resolutions are confirmed, tested, validated, and communicated to the customer and maintain high level customer satisfaction regarding the resolution of their issue.
Contribute to data management to improve data quality and completeness including data collation, analysis, and reporting.
Assist with the development of the AFM Online knowledge base, reference guides and 'Help' content and reports to assist users with the discreet processes and functionality available within AFM Online.
More information about the AFM Online Support Analyst role, can be found in the POSITION DESCRIPTION.
About you
The skills, knowledge and experience we are looking for in you are:
Proven experience as a Support Analyst working on enterprise asset management systems in a large and complex service industry organisation, including relevant qualifications or equivalent. This includes experience in test and production support environments.
Strong customer service skills including experience providing technical advice to non-technical customers, dealing with challenging clients and achieving solutions for customers.
If this sounds like you and you’re looking for a rewarding new opportunity, we would love to hear from you.
Benefits of working for eHealth NSW
We support our people with great benefits so they can support the patients and staff of NSW Health. These include:
Flexible work options
Skills and leadership development training programs
Salary Packaging
Health and wellbeing programs
More information about these benefits can be found on our Benefits Page.
Valuing diversity and inclusion
eHealth NSW is committed to providing a working environment that embraces and values diversity and inclusion. We welcome and encourage applications from diverse backgrounds, including Aboriginal and Torres Strait Islander people, people with disability and LGBTIQ+, for all advertised positions and have strategies in place to support you.
For more information on the strategies in place to support diversity and inclusion, please visit our Diversity and Inclusion page.
How to apply
To start your application, click the APPLY FOR JOB button at the top.
To apply for this role, please submit an online application and attach your resume (up to 5 pages) along with a cover letter and responses in the online questionnaire which describe how your capabilities, knowledge and experience make you the best person for this role.
Proven experience as a Support Analyst working on enterprise asset management systems in a large and complex service industry organisation, including relevant qualifications or equivalent. This includes experience in test and production support environments.
Strong customer service skills including experience providing technical advice to non-technical customers, dealing with challenging clients and achieving solutions for customers.
If you have any questions about the role, please contact Liam McCoy via email at Liam.Mccoy@health.nsw.gov.au or via mobile on 0433 910 856.
If you require assistance or have any questions about the recruitment process, please contact Manisha Tuladhar on Manisha.Tuladhar@health.nsw.gov.au.
Applications Close: 26 January 2024
A talent pool may be created from this recruitment process to fill permanent or temporary vacancies within the next 18 months.
All NSW Health workers are required to have completed a primary course (2 doses) of a Therapeutic Goods Administration (TGA) approved or recognised COVID-19 vaccine (except for the Janssen COVID-19 vaccine which is approved by the TGA as a single dose primary course). New applicants must have completed the vaccination course prior to commencement with NSW Health, or provide an Australian Immunisation Register (AIR) Immunisation History Statement certifying the worker cannot have any approved COVID-19 vaccines available in NSW. A NSW Health agency may require further information about the medical contraindication (including but not limited to an Immunisation Medical Exemption form-IM011 form). Acceptable proof of vaccination is the Australian Immunisation Register (AIR) Immunisation History Statement or AIR COVID-19 Digital Certificate. Booster doses are highly recommended for all health care workers who have completed the primary course of COVID-19 vaccinations.
To be eligible for this role, you must have current Australian work rights (Australian citizen, permanent resident, New Zealand citizen with a current passport, or hold a valid visa with permission to work in Australia).