Adviser & Support Analyst, Common Corporate Support (3 positions)

About this role

About the role: 

The Advisor and Support Analyst is responsible for supporting the document management, workflow and service management systems and related services from across CCSB to meet the service requirements agreed with customers via the DFFH-DH Service Agreement and/or specific projects.

The Advisor and Support Analyst will provide the departments' second-level support of document management, workflow and service management systems, regularly providing advice on changes to policies, strategies, processes and frameworks. They will assist in gathering requirements, testing system enhancements and working with key stakeholders to ensure the systems are fit for purpose.

The Advisor and Support Analyst will be responsible for supporting the transition of new systems into core business, ensuring seamless integration and minimal disruption to existing operations. They will assist in ensuring all documentation, including Standard Operating Procedures (SOPs), training materials and advice to customers in relation to all services are regularly updated based on service levels, staff and customer feedback.

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?

• Support staff to build cross-skilling capabilities via effective utilisation of CCSB's flexible task allocation model.
• Deliver quality customer support by actively monitoring, assigning, answering, tracking and assisting with service requests and incidents regarding use of document management, workflow and service management systems via all contact points.
• Provide specialist advice and second-level technical support, including incident resolution, to users of document management, workflow and service management systems.
• Coordinate all service requests and incidents considering customer needs and suppliers / vendors timelines.
• Actively participating in the development cycle of system enhancements, including, but not limited to, documenting requirements, testing and training.

Qualifications / Specialist Expertise

Qualifications

• Tertiary qqualifications in Information Technology or related relevant discipline would be highly regarded.   

Specialist Expertise

• Proven experience and a technical proficiency in providing Level 2 support across a suite of corporate systems, document management and workflow applications.
• Expertise in diagnosing and resolving complex issues within enterprise environments is highly desirable, along with a strong understanding of Microsoft applications such as SharePoint, Teams, Outlook and the broader Microsoft 365 suite.

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.

How to apply: 

Applications should include a resume and a cover letter. Click the ‘Apply' button to view further information about the role including key contact details and the advertisement closing date. 

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 inclusion@health.vic.gov.au. 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 talentacquisition@health.vic.gov.au. 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.