Location: Melbourne - CBD and Inner Metro suburbs

Reference: VG/DH/EHEALTH/EH98

The Department of Health plays a critical role in the Victorian health system and is responsible for shaping it to meet the health needs of all Victorians. We’re focused on
supporting Victorians to be as healthy as they can; whether through alerting them to seasonal risks like thunderstorm asthma, notifying them of contact with
communicable diseases, safeguarding their drinking water, developing the best health, wellbeing and care facilities in the world, being at the forefront of mental health and
wellbeing treatment or accelerating medical research. It’s all part of the way we partner with the community to help every individual lead a healthy life.

About the role:

The Functional Support Analyst role within Health Technology Services (HTS) provides second-level functional support for the Client Management System (CMS) system used by registered Victorian Community Health Service Agencies. The CMS is underpinned by the InterSystems TrakCare application to manage clients, care providers, and the delivery of clinical services, as well as to report on care programs to state, federal, and private sectors.

This role ensures the smooth operation of the application lifecycle, troubleshoots and resolves issues, and supports the implementation of new functionality, enhancements, and upgrades. The Analyst plays a vital role in maintaining user satisfaction, ensuring system reliability, and maximising the efficiency and effectiveness of the application across participating agencies.

The position collaborates with various internal teams, health sector stakeholders,



and external vendors to deliver high-quality technology digital solutions that support health service delivery across Victoria.

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 secure. 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?

- Provide support for Health Sector applications, addressing user issues and system faults.
- Monitor system performance, identify problems, and coordinate timely resolution with technical teams.
- Log, track, and manage incidents and service requests using IT service management tools.
- Perform root cause analysis for recurring issues and recommend preventive measures.
- Collaborate with developers, vendors, and clinical teams to implement fixes and improvements.
- Participate in after-hours support and on-call rotations as required.

Qualifications / Specialist Expertise

- A tertiary qualification in fields related to Information Technology or relevant experience in the Health Information Technology sector.




- ITIL Foundation certification or equivalent understanding of IT service management practices.
- Demonstrated understanding of the Victorian public health sector operating environment and the use of digital systems to support clinical, financial or operational workflows.
- Experience supporting business or clinical applications in a production environment, including incident, service request and problem management.
- Experience using IT service management tools to log, track and manage incidents and service requests, and to provide accurate status updates to stakeholders.
- Ability to undertake initial investigation and analysis of application issues, identify patterns or recurring problems, and contribute to root cause analysis and continuous improvement activities.
- Experience working with technical teams, vendors or external partners to coordinate issue resolution and system improvements.
- Understanding of the importance of data accuracy, statutory reporting, billing or regulatory requirements in a health sector context.

What we offer:

- The opportunity to perform meaningful work, making direct contributions toward enablingVictorians to be the healthiest people in the world.
- A wide range of growth and development opportunities within the department and wider Victorian Public Service.
- A strong commitment to wo rk-life balance, including a diverse array of flexible working arrangements.

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

📌 Functional Support Analyst, Community and Mental Health Support (Melbourne)
🏢 Victorian Government
📍 Melbourne