Support Analyst, Enterprise Technology

Victorian Department of Health; City of Melbourne; On-site; AUD 90,000 - 110,000; Full time

Benefits offered by this job

Growth opportunities

Work-life balance

Flexible working arrangements

Job summary

The Victorian Department of Health is seeking a Support Analyst to provide ongoing operational support and continuous improvement for enterprise SaaS solutions. You will help transition new SaaS solutions into BAU, manage configurations, access, testing and knowledge management, and monitor service performance against SLAs/OLAs.

Ideal candidates will have a degree in CS/IT, familiarity with ServiceNow, and experience with IT service management, with a focus on delivering quality customer service

Qualifications

• Bachelor's degree in computer science, information technology, or a related field.
• ITIL certifications and related technical certifications desirable.
• Experience supporting SaaS ICT solutions in large organisations.
• Experience with the ServiceNow platform including workflow creation and maintenance.

Responsibilities

• Provide incident, problem and request management in line with OLAs/SLAs.
• Contribute to continuous improvement and service governance.
• Assist in documentation, SOPs, training and knowledge management.

Skills

Stakeholder engagement

Incident management

Problem solving

Negotiation

Education

Bachelor's degree in CS/IT or related field

Tools

ServiceNow

Workflow design

Job description

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:

• 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.

Preferred applicants may be required to complete a police check and other pre-employment checks.

All roles can be worked flexibly and we encourage applications from Aboriginal people, people with disability, LGBTIQ+ and people from culturally diverse backgrounds.

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. 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.