Senior Program Officer - Knowledge Management & Customer Support

Digital Health Inc; Sydney; On-site; AUD 101,000 - 114,000; Full time

Benefits offered by this job

15.4% superannuation

Flexible work from home

Salary packaging options

Wellbeing program and EAP

Job summary

Australian Digital Health Agency in Sydney is seeking a Senior Program Officer to shape knowledge management and customer support for My Health Record services. You will develop knowledge articles, procedures and policies, and drive improvements across contact centre operations.

You will partner with stakeholders, research complex issues and ensure compliance with regulatory requirements while supporting continuous service enhancements and workshops that uplift customer experiences.

Qualifications

• Experience developing knowledge management content, operational procedures or business processes within a complex service delivery environment.
• Exceptional written communication skills with the ability to translate technical information into clear, user-focused content.
• Strong analytical, research and problem-solving skills.
• Ability to work independently with sound judgement and deliver quality outcomes under limited direction.
• Proven stakeholder engagement and relationship management experience.
• Experience working within government, regulated environments or legislative/governance frameworks.
• Comfort working with a range of technologies and systems, including AI-enabled tools.

Responsibilities

• Develop, maintain and enhance knowledge articles, procedures, policies and support resources for Contact Centre operations.
• Research and analyse complex operational issues, providing practical recommendations and specialist advice.
• Ensure knowledge resources align with legislative, policy and regulatory requirements.
• Monitor the effectiveness of knowledge content and identify opportunities for continuous improvement.
• Build strong relationships with internal and external stakeholders and partner organisations.
• Facilitate workshops, meetings, training activities and knowledge-sharing initiatives.
• Contribute to strategic projects, service improvements and organisational initiatives.

Skills

Knowledge management

Content development

Written communication

Analytics

Stakeholder engagement

Governance/regulatory

AI-enabled tools

Tools

AI-enabled tools

Job description

Senior Program Officer - Knowledge Management & Customer Support

Australian Digital Health Agency – Sydney NSW

Are you an experienced knowledge management professional who thrives on transforming complex information into clear, practical resources that improve customer experiences? Join the Australian Digital Health Agency and play a key role in supporting the delivery of critical digital health services that benefit millions of Australians.

As a Senior Program Officer within the Technology Operations Branch, you'll assist with the development and continuous improvement of knowledge articles, operational procedures, policies and support materials that enable high-quality customer support for My Health Record consumers and healthcare providers.

Reporting to the Knowledge Management Lead, you'll work across a complex digital health environment, partnering with stakeholders to ensure operational knowledge resources are accurate, compliant and fit for purpose. You'll use your analytical skills, stakeholder engagement capabilities and continuous improvement mindset to enhance service delivery outcomes

About the Agency

The Australian Digital Health Agency is transforming how Australians experience healthcare by enabling people and providers to access the information they need, securely, quickly and in one place. Through national digital services such as My Health Record, Electronic Prescriptions and the 1800Medicare App, we are building a connected health system that gives Australians greater control over their health.

The key duties of the position include:

Key Responsibilities

• Develop, maintain and enhance knowledge articles, operational procedures, policies and support resources for Contact Centre operations.
• Research and analyse complex operational issues, providing practical recommendations and specialist advice.
• Ensure knowledge resources align with legislative, policy and regulatory requirements.
• Monitor the effectiveness of knowledge content and identify opportunities for continuous improvement.
• Build strong relationships with internal stakeholders, vendors, external stakeholders and partner organisations.
• Facilitate workshops, meetings, training activities and knowledge-sharing initiatives.
• Contribute to strategic projects, service improvements and organisational initiatives.

Key Criteria

• Experience developing knowledge management content, operational procedures or business processes within a complex service delivery environment.
• Exceptional written communication skills with the ability to translate technical information into clear, user-focused content.
• Strong analytical, research and problem-solving skills.
• The ability to work independently, exercise sound judgement and deliver quality outcomes under limited direction.
• Proven stakeholder engagement and relationship management experience.
• Experience working within government, regulated environments or legislative and governance frameworks.
• Confidence working with a range of technologies and systems, including AI-enabled tools.

Eligibility

Australian citizenship is mandatory. Candidates must be able to obtain and maintain a national police clearance and the required security clearance, with the ability to attain a higher-level clearance if needed.

Notes

Our benefits

We offer a competitive 15.4% superannuation contribution, salary packaging options, and a Christmas closedown with no leave deduction. Our wellbeing program and EAP support a healthy work–life balance, while flexible work arrangements opportunities, including work from home, give you choice in how, when and where you work. You will enjoy modern collaborative workspaces and we also provide a wide range of leave options including parental, cultural, compassionate, emergency response and defence leave.

Closing date

Wednesday 4, November 2026 11:00pm (AEDT)

Salary

$101,379 - $114,373 plus 15.4% superannuation, depending on skills and experience.

Getting to know the Australian Digital Health Agency

Tasked with improving health outcomes for Australians through the delivery of digital healthcare systems and the national digital health strategy, the Australian Digital Health Agency (the Agency) commenced operations on 1 July 2016.The Agency is responsible for national digital health services and systems, with a focus on engagement, innovation and clinical quality and safety. Our focus is on putting data and technology safely to work for patients, consumers and the healthcare professionals who look after them