Healthcare IT Support Analyst (CMS/TrakCare)

Victorian Government; Melbourne; On-site; AUD 85,000 - 110,000; Full time

Job summary

The Victorian Department of Health is seeking a Functional Support Analyst to provide second-level support for the Client Management System (CMS) used by Victorian Community Health Service Agencies. The CMS, based on InterSystems TrakCare, manages clients, care providers, and program reporting at state, federal, and private levels.

You will ensure smooth operation of the application lifecycle, troubleshoot issues, and support new functionality, enhancements, and upgrades to maximize reliability

Qualifications

• Tertiary qualification in Information Technology or relevant Health IT experience.
• ITIL Foundation certification or equivalent understanding of IT service management practices.
• Experience supporting business or clinical applications in production environments.
• Experience using IT service management tools to log and track incidents and service requests.
• Ability to undertake initial investigation and analysis of application issues and contribute to RCA and continuous improvement.
• Experience working with developers, vendors or external partners to coordinate issue resolution.

Responsibilities

• Provide second-level functional support for the CMS system used by Victorian Community Health Service Agencies.
• Monitor system performance 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 propose 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.

Skills

ITIL Foundation

Incident management

Problem management

Root cause analysis

Vendor collaboration

Health IT knowledge

Education

Tertiary IT qualification

Job description

The Victorian Department of Health is seeking a Functional Support Analyst to provide second-level support for the Client Management System (CMS) used by Victorian Community Health Service Agencies. The CMS, based on InterSystems TrakCare, manages clients, care providers, and program reporting at state, federal, and private levels.

You will ensure smooth operation of the application lifecycle, troubleshoot issues, and support new functionality, enhancements, and upgrades to maximize reliability