Job description
Key performance metrics for this role include:
- Lead and operationally manage a team of dedicated application support consultants to provide superior customer support services
- Proactive identification of areas of opportunity for improvement
- Utilise effective delegation and/or escalation to effectively manage the resolution of incidents within contracted service level timeframes / targets
- Assist broader Clinical support team in all aspects of Incident and Problem management
- Develop and maintain a strong working relationship with our customers to foster collaboration and facilitate growth
- Develop processes which support client engagement, improvement, and support
- Work within the team to implement strategies to improve productivity and efficiency
- Provide formal and regular feedback to the team regarding improved support opportunities, processes, and standards
- Assist with establishing and obtaining goals for acceptable performance in accordance with client service level agreements
- Develop processes which align with ITIL to improve support performance for services provided by the team
- Supervises daily service operations to ensure policy and procedures are in accordance with service level agreement
- Assess service statistics and prepare detailed reports as required to support service delivery improvements
Essential
- 5 + years' experience in the following: Managing or supporting managed/application services
- Local ANZ Health Industry knowledge/expertise Desired
- Degree in Health Information Management and/or Information Technology T/SQL or PL/SQL Experience ITIL certification
- Formal Management qualifications
Skills A conceptual understanding of some or all of the following is desired:
- Hardware platforms and server architecture
- Agile Development Methodology
- Virtualization: VMware, Hyper-V, Citrix
- Systems Analysis Integration and interoperability solutions
- Experience in/with Healthcare industry
- System administration and/or database administration
- Performance Analysis and Methods.
To be considered for the role click the 'apply' button or for more information about this and other opportunities please contact James Phillips on 07 33395620 or email: [email protected] and quote the above job reference number.
Paxus values diversity and welcomes applications from Indigenous Australians, people from diverse cultural and linguistic backgrounds and people living with a disability. If you require an adjustment to the recruitment process please contact me on the above contact details.
