Application Support Officer

Uniting AgeWell Careers; City of Melbourne; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Salary packaging

Career development and training

Job summary

Uniting AgeWell is seeking an Applications Support Officer to deliver Level 2/3 support for our enterprise applications from the Melbourne head office. You will ensure system health, adhere to ITIL practices, and help maintain documentation for the application landscape across residential, home care, and corporate functions.

The role requires 4+ years in application support or systems administration, ITIL certification, and experience with platforms like AlayaCare or ServiceNow.

Qualifications

• ITIL Foundation v4 or v5 certification required.
• 4+ years in application support or systems administration, preferably in healthcare/aged care.
• Experience with enterprise applications, middleware and integration points.
• Familiarity with scripting, automation tools and monitoring platforms.

Responsibilities

• Provide Level 2 and Level 3 technical support for enterprise applications.
• Maintain ITIL-aligned incident management and service request processes.
• Collaborate with Integration Developer and Business Systems Partners on data flows and technical requirements.
• Document as-built environment and ensure frontline support readiness.

Skills

ITIL

Application support

Systems administration

Healthcare/aged care familiarity

Scripting & automation

Education

Tertiary IT qualification

Tools

AlayaCare

Telstra Health

RiskMan

UKG Kronos

Microsoft Dynamics CRM

TechnologyOne

ServiceNow

Job description

About Us:

At Uniting AgeWell, our focus is on supporting older people to experience a sense of wellbeing, choice and independence in their lives, to feel valued members of their community and to have easy access to the community or residential services they need to live the life they want. With a range of services in many locations in Victoria and Tasmania, our 5,000staff and 600volunteer staff are committed to high quality services and care.

Why choose Uniting AgeWell:

• Be a part of a values based organization
• Join one of Victoria’s leading aged care providers in one of the fastest growing industries
• Work in your local community and make a difference to the lives of our residents and clients
• Career pathways, education and training opportunities
• Benefits, including salary packaging

About the role:

Based out of our Head Office in Wesley Place, Melbourne, The Applications Support Office r provides Level 2 and Level 3 technical support for Uniting AgeWell’s suite of enterprise applications. Reporting to the Technical Applications Support Manager, this role is responsible for the timely resolution of incidents, fulfillment of service requests, and the proactive maintenance of system health across Residential, Home Care, and Corporate functions.

Following strict ITIL frameworks, the Officer ensures that system availability is maximised and that technical workarounds or permanent fixes are documented and communicated effectively to the broader team.

As a Technical Liaison for Enterprise Systems, this role ensures that the "as-built" reality of the application landscape is meticulously documented and that the Service Desk is equipped with the procedures necessary to provide frontline support.

This role further supports the Integration Developer and Business Systems Partners by validating technical requirements and monitoring the critical data flows that sustain 24/7 care operations.

About you:

You are passionate about what you do and want to make a difference in the lives of our residents/clients, enhancing their self-esteem and empowering them to make choices.

This is the place for you if you:

• 4+ years of experience in application support or systems administration, preferably within the healthcare or aged care industry Strong understanding of enterprise applications, middleware, and integration points.
• Tertiary qualifications in Information Technology, Computer Science, a related field, or strong relevant experience.
• ITIL Foundation v4 or v5 certification is mandatory.
• Prior experience or certification in one or more core platforms: AlayaCare, Telstra Health, RiskMan, UKG Kronos, Microsoft Dynamics CRM, TechnologyOne, or ServiceNow is highly desirable.
• Familiarity with scripting, automation tools, and monitoring platforms.
• Experience with ticketing systems, change management processes, and incident response.
• Prior experience in the Healthcare or Aged Care industry is highly desirable, with an understanding of the 24/7 nature of clinical/residential environments.
• Thrive in a team and also appreciate the one to one interactions.
• Are committed to being part of a workplace culture based on the BESTway of life (Believe, Excel, Support and Trust).

Essentials for working in Aged Care:

• A current Working With Children Check card
• Current and ongoing flu vaccinations
• Australian working rights
• Ability to pass a national police clearance and NDIS Clearance

Make a positive difference in your community –

Aboriginal and Torres Strait Islander peoples are encouraged to apply for this role.

You can access the position description here: Applications Support Officer PD.pdf

For more information please contact the Recruitment Team at [e-mail]. Please note the position and location.

Only shortlisted candidates will be contacted. We look forward to hearing from you!