Functional Support Analyst, Community And Mental Health Support

Victorian Department of Health; Melbourne; Presencial; AUD 85.000 - 110.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Meaningful work

Growth opportunities

Flexible working arrangements

Descripción de la vacante

The Victorian Department of Health is seeking a Functional Support Analyst to provide second-level functional support for the Client Management System (CMS) operated under InterSystems TrakCare. You will ensure smooth operation across agencies, troubleshoot issues, and assist with enhancements and upgrades.

Based in Melbourne, you will collaborate with internal teams, stakeholders, and external vendors to deliver reliable digital solutions that support Victorian health service delivery.

Formación

• Tertiary IT qualification or relevant health IT experience.
• ITIL Foundation certification or equivalent.
• Understanding of Victorian public health sector digital systems.
• Experience supporting production business or clinical applications.
• Experience using IT service management tools to log and track incidents.
• Ability to investigate issues, identify patterns, and aid root cause analysis.
• Experience coordinating with vendors or external partners.
• Knowledge of data accuracy, reporting, and regulatory requirements in health care.

Responsabilidades

• Provide second-level functional support for CMS under TrakCare.
• Monitor performance, identify problems, coordinate resolution with teams.
• Log, track, and manage incidents and service requests.
• Conduct root cause analysis and recommend preventive measures.
• Collaborate with developers, vendors and clinical teams on fixes.
• Participate in after-hours support and on-call rotations.

Conocimientos

IT qualification or equivalent

ITIL Foundation

Public health sector experience

Production application support

ITSM tools

Root cause analysis

Vendor coordination

Compliance & data accuracy

Educación

Tertiary IT qualification or relevant experience

Herramientas

ITSM tools

Incident & service request tools

Descripción del empleo

About the role

The Functional Support Analyst role within Health Technology Services (HTS) provides second-level functional support for the Client Management System (CMS) system used by registered Victorian Community Health Service Agencies. The CMS is underpinned by the InterSystems TrakCare application to manage clients, care providers, and the delivery of clinical services, as well as to report on care programs to state, federal, and private sectors. This role ensures the smooth operation of the application lifecycle, troubleshoots and resolves issues, and supports the implementation of new functionality, enhancements, and upgrades. The Analyst plays a vital role in maintaining user satisfaction, ensuring system reliability, and maximising the efficiency and effectiveness of the application across participating agencies. The position collaborates with various internal teams, health sector stakeholders, and external vendors to deliver high-quality technology digital solutions that support health service delivery across Victoria.

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

• Provide support for Health Sector applications, addressing user issues and system faults.
• Monitor system performance, identify problems, and coordinate timely resolution with technical teams.
• Log, track, and manage incidents and service requests using IT service management tools.
• Perform root cause analysis for recurring issues and recommend preventive measures.
• Collaborate with developers, vendors, and clinical teams to implement fixes and improvements.
• Participate in after-hours support and on-call rotations as required.

Qualifications / Specialist Expertise

• A tertiary qualification in fields related to Information Technology or relevant experience in the Health Information Technology sector.
• ITIL Foundation certification or equivalent understanding of IT service management practices.
• Demonstrated understanding of the Victorian public health sector operating environment and the use of digital systems to support clinical, financial or operational workflows.
• Experience supporting business or clinical applications in a production environment, including incident, service request and problem management.
• Experience using IT service management tools to log, track and manage incidents and service requests, and to provide accurate status updates to stakeholders.
• Ability to undertake initial investigation and analysis of application issues, identify patterns or recurring problems, and contribute to root cause analysis and continuous improvement activities.
• Experience working with technical teams, vendors or external partners to coordinate issue resolution and system improvements.
• Understanding of the importance of data accuracy, statutory reporting, billing or regulatory requirements in a health sector context.

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.
• A strong commitment to work-life balance, including a diverse array of flexible working arrangements.

We are committed to developing and supporting a workforce that is well equipped and highly motivated to provide responsive and quality services to all Victorians. We continue to build an inclusive workplace that embraces diversity of backgrounds and differences to realise the potential of our employees for innovation and delivering services aimed at enhancing the lives of all Victorians. All roles can be worked flexibly and we encourage applications from Aboriginal people, people with disability, LGBTIQ+ and people from culturally diverse backgrounds. Please contact us if you require any adjustments to participate in the recruitment process at [e-mail]. For more information on our commitment to inclusion and diversity see inclusion and diversity at the Department of Health. If you have any queries in relation to participation in recruitment processes at Health, or experience any issues in applying, please feel free to email [e-mail]. Preferred applicants may be required to complete a police check and other pre-employment checks. Information provided will be treated in line with our Privacy Policy.