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Application Support Officer

Brisbane QLD or South Yarra VIC

The Application Support Officer role exists to deliver exceptional application support for Alcidion’s diverse and valued client base. Our clients are based across the globe, from the United Kingdom to Australia and New Zealand. We provide a global support desk function for our flagship product for clients who are both using Alcidion Managed Services (Microsoft Azure), AWS Cloud services and on-premise infrastructure.

This position is responsible for the effective triage, troubleshooting and resolution of application support incidents and problems raised by clients to Alcidion’s helpdesk. This ranges from configuration changes through to complex integration issues.

Effective escalation of potential software issues requiring Level 3 resolution and liaison with appropriate integration and development teams to achieve a successful outcome for the customer.

Day to day you will:

  • Effective triage, replication, diagnosis and remediation of Level 2/3 application support issues for a diverse range of in-house and third party developed software solutions for the healthcare industry
  • Act as an advocate for the customer, by providing exceptional customer service and communication to the customer, at all times
  • Prepare for, conduct and document regular operational review meetings with customers as applicable
  • Identify areas for improvement and assist the Service Manager to develop or refine application support processes and procedures that can be applied across Alcidion’s support structure
  • Work collaboratively with Alcidion Development and Technical staff to ensure that tasks and activities are coordinated in a timely and effective manner, and in accordance with client contracted Service Level Agreements (SLAs)
  • Ensure appropriate detailed processes are followed to confirm efficient and effective delivery of support operations
  • Escalate and coordinate resolution of customer raised incidents when required with internal development teams
  • Participate in and respond to tasking as notified through Alcidion’s support helpdesk and via the Service Manager
  • Ensure that support operations meet clinical, technical and governance standards
  • Participate in the day-to-day support and rectification of client initiated incidents
  • Respond to and actively resolve to incidents raised through Alcidion’s helpdesk solution
  • Actively engage with the client’s business representatives to understand their drivers and solution needs
  • At all times, maintain a strong focus on the effective delivery of results for Alcidion and Alcidion’s clients
  • Participate in After-Hours On-Call Application Support roster/s when required
  • Develop appropriate Knowledge Base Articles (KBAs) and contribute to the development of an effective Knowledge Base Solution for Alcidion’s strategic applications and solutions
  • Other duties as required

 

About Alcidion

We’re transforming healthcare together

Alcidion develops innovative solutions that address the problems challenging healthcare organisations around the world today. We create modern technologies to provide the answers. We aim to improve the experience of patients and clinicians and directly contribute to the effectiveness and efficiency of healthcare operations – creating a cycle of continuous improvement.

We love the way we work

Our people are inspired by a shared sense of purpose. We are proud of what we do. Empowered to solve problems, each person’s work contributes to the transformation of healthcare delivery.

We’re not a start-up but a scale-up! This means challenging, broad and varied roles allowing us to grow individually as Alcidion grows, in a company that’s big enough to be global but small enough for our efforts to make a genuine difference.

Flexible working is welcomed and encouraged. It’s not where, when or how we work that’s important, it is the contribution each of us make.

Also on offer are:

  • A range of leave options, including gender neutral paid parental leave and miscarriage leave
  • Health and wellbeing schemes and initiatives
  • Financial perks and discounts

We care about culture

Overwhelmingly, our people tell us that the best thing about working for Alcidion is our culture, the people that they work with and the sense of purpose. They use words like “family” and “inclusive” to describe our culture and “helpful”, “friendly”, “smart”, “professional” and “caring” to describe their peers and managers.

Strong values are important to us at Alcidion. Our values guide us in our day-to-day work:

  • We are Brave
  • We are Creative and Innovative
  • We Amaze our Customers
  • We are a Team
  • We Celebrate our Achievements
  • We are Optimistic

 

About you

If you’re passionate about innovative technology and healthcare, a career at Alcidion could be for you.

You work well in a team or autonomously and you are engaging, confident and flexible in your working style. You have strong attention to detail, and time management skills.

Your background includes:

Essential

  • Appropriate formal qualifications (Degree in Information Technology or Computer Science)
  • Proven experience in MS SQL, including interrogation of databases using developed queries
  • Understanding of web technologies and implementation web apps in a Microsoft environment
  • Experience in the testing and support of native mobile apps
  • Understanding of Linux OS and Nagios
  • Strong verbal, written and interpersonal communication skills
  • Support-development focussed with a good attention to details and a strong desire to assist clients and provide exceptional customer service

Desirable

  • Experience in Cloud infrastructure and support
  • Experience in integration and in particular HL7 or FHIR
  • ITIL v4.0 certification
  • Previous experience in Healthcare IT environment

 

How to Apply

To apply, submit a covering letter explaining why you would love to work for Alcidion and your CV using the following links.

Brisbane, QLD
South Yarra, VIC

 

Statement of Posting

  • You must have the right to live and work in Australia to be considered for this position
  • Alcidion is an equal opportunity employer. We are committed to a diverse and inclusive culture and encourage all interested applicants to apply
  • Prospective employees will be required to undertake pre-employment checks, which may include referee, criminal record, academic and employment history checks as required
  • To keep our employees and customers safe, having had primary and booster COVID-19 vaccinations is a requirement of employment with Alcidion, unless a medical exemption applies
  • No agency enquiries or applications please