Application Support

Posted 20 December 2021
SalaryAU$70000 - AU$91000 per annum + Including Super
Job type Permanent
DisciplineIT General

Job description

Job Functions

Key performance metrics for this role


  • Provide functional advice both internally and externally pertaining to management solutions to promote best practice outcomes
  • Provide superior task management incorporating incident triage, analysis and
  • Problem / Defect identification and categorisation
  • Utilise effective delegation and/or escalation to effectively manage and resolve 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 the testing of software released from the group and local development as required
  • Support clients through user acceptance testing as required
  • Participate in a rotating roster for out-ofhours support of incidents
  • Work in accordance with the ITIL framework to implement and follow quality processes


  • Demonstrated excellent interpersonal skills including verbal and non-verbal communication techniques, leadership, conflict management and rapport building
  • Solutions Focussed - proactively identifies issues and promotes solutions to deliver exceptional services and high-quality outcomes for the client and Dedalus
  • Excellent problem-solving skills - ability to think logically and laterally as required
  • Strong team member - Mentor, work and share information with peers and the wider group
  • Demonstrated ability to accept Responsibility and delegate appropriately
  • Ability to prioritise your workload
  • Attention to detail
  • Ability to identify potential issues and escalate as required
  • Willingness and adaptability to engage change in line with organisational change.
  • Self-motivated, with a demonstrated ability to work independently and unsupervised
  • Ability to communicate and document findings via status updates and reports
  • Demonstrated ability to rapidly acquire and apply additional knowledge and skills
  • Ability to facilitate knowledge transfer and lead a collaborative team based approach to issue resolution
  • Ability to work effectively independently and as part of a geographically disparate team
  • Demonstrated ability to adapt communication methodologies and techniques as needs dictate

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: 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.