Support Analyst, Enterprise Technology

The Department of Health plays a critical role in the Victorian health system and is responsible for shaping it to meet the health needs of all Victorians. We’re focused on
supporting Victorians to be as healthy as they can; whether through alerting them to seasonal risks like thunderstorm asthma, notifying them of contact with
communicable diseases, safeguarding their drinking water, developing the best health, wellbeing and care facilities in the world, being at the forefront of mental health and
wellbeing treatment or accelerating medical research. It’s all part of the way we partner with the community to help every individual lead a healthy life.

About the role:

Accountable to the Principal Adviser for these services, the Support Analyst is responsible for providing operational support and continuous improvement for enterprise Software as a Service (SaaS) solutions to ensure the service requirements agreed with customers via the DFFH-DH Service Agreement and/or specific projects are met.

The Support Analyst supports the transition of new and enhanced SaaS solutions into business‑as‑usual operations, including configuration support, access management, testing, documentation and knowledge management. The role also contributes to service governance and optimisation by monitoring service performance against SLAs and OLAs, maintaining service artefacts, and identifying opportunities for improvement aligned to vendor roadmaps, service strategies and departmental priorities.

They will assist in maintenance of documentation, including Standard Operating Procedures (SOPs), training materials and advice to customers in relation to the service based upon their own experience, staff and customer feedback, and will contribute to the provision of reporting for each service.

Integral to the success of this position will be your capacity to adapt to initiatives and efficiencies that will improve the delivery of services across the department and positively impact the customer service expectation of the department's employees.

The work is fast paced and would suit an individual who is able to achieve results whilst responding to a rapidly changing environment.

Seeking a ServiceNow professional with demonstrated experience in workflow design, creation and ongoing maintenance within an enterprise environment

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. 

About you:

Can you demonstrate the following?

• Develops and maintains domain knowledge of enterprise SaaS solutions and associated processes to support timely resolution of incidents and requests.
• Provides input into solution related problem diagnosis to support problem resolution and supports implementation of preventative or continuous improvement measures as appropriate.
• Highly developed interpersonal and negotiation skills, with an ability to establish and maintain effective working relationships, provide advice on processes and policies, and work effectively with a diverse range of internal and external stakeholders.
• Undertakes complex or technical investigations and makes recommendations for action
• Adheres to service management practices to ensure alignment with Operational Level Agreements (OLAs) and Service Level Agreements (SLAs) for seamless Incident, Problem, and Request Management. 

Qualifications / Specialist Expertise

• A bachelor's degree in computer science, Information Technology, or a related field is required.  
• Certifications related to IT service management (such as ITIL) and relevant technical certifications is desirable.
• Experience supporting one or more SaaS ICT solutions in large organisation.
• Experience with the ServiceNow platform, including workflow creation and maintenance

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 working arrangements.