Support Analyst, Enterprise Technology

State Government of Victoria, Australia; City of Melbourne; On-site; AUD 95,000 - 130,000; Full time

Benefits offered by this job

Growth opportunities

Flexible working arrangements

Work-life balance

Job summary

State Government of Victoria, Australia’s Department of Health is seeking a ServiceNow‑focused Support Analyst to provide operational support for enterprise SaaS solutions and ensure services meet customer needs.

You will assist in transitioning new SaaS solutions into BAU, manage configurations, access, testing, and documentation, and contribute to governance and service improvement initiatives.

Qualifications

• Bachelor's degree in computer science, information technology or a related field.
• ITIL certification desirable and related technical certs.

Responsibilities

• Provide operational support and continuous improvement for enterprise SaaS solutions to meet customer requirements.
• Assist in transitioning new/enhanced SaaS solutions into business-as-usual operations including configuration support and access management.
• Monitor service performance against SLAs/OLAs, maintain service artefacts, and identify improvement opportunities.
• Develop and maintain SOPs, training materials, and customer guidance based on experience and feedback.

Skills

IT service management

ServiceNow

SaaS support

Stakeholder management

Problem diagnosis

Education

Bachelor's degree in Computer Science/Information Technology

Tools

ServiceNow

Job description

Location: Melbourne - CBD and Inner Metro suburbs

Reference: VG/DH/EHEALTH/EH60

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.

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 recruitment processes at Health, or experience any issues in applying, please feel free to email [e-mail]. Please note that unsolicited applications will not be replied to. If you have questions regarding the role specifically, we would advise you to reach out to the contact listed on the advertisement directly.

Preferred applicants may be required to complete a police check and other pre-employment checks. Information provided will be treated in the strictest confidence in line with our Privacy Policy.

Applications close Wednesday 16 September 2026 at 11.59pm