Support Analyst, Service Operations

About this role

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 Client Application Support Analyst is responsible for delivering high-quality first and second-level support for key client-facing applications, ensuring services meet agreed performance standards under the DFFH/DH Shared Services Service Agreement and associated projects. Reporting to the Service Lead, Client Applications Support, the role provides expert advice on application-related policies, processes, and service improvements to support the reliability and effectiveness of critical systems. The position plays a key role in maintaining and continuously improving service delivery through the development and upkeep of documentation, including Standard Operating Procedures (SOPs) and training materials, informed by service monitoring, reporting, and user feedback. Working closely with the management team, the Analyst supports the review and enhancement of service delivery standards to ensure alignment with agreed service outcomes. Operating in a fast-paced environment, the Analyst demonstrates a strong commitment to service excellence, continuous improvement, and effective stakeholder engagement. The role contributes to coordinating technical resources, supports cross-branch collaboration and capability uplift, and assists in implementing initiatives that enhance service efficiency and improve the overall customer experience across the department. 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: Specialist Expertise / Qualifications: • Tertiary qualification in Information Technology or related relevant discipline, as well as ITIL certification would be desirable. • Developed and demonstrated understanding of supporting complex information technology applications including provision of first and second level support, service desk coordination, application and service monitoring and reporting for the purpose of support and maintenance of the department's services and staff would be expected. • Demonstrated ability in resource coordination in line with funding constraints would also be expected. 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 [email protected] . 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 [email protected] . 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 .