IT Knowledge Management Analyst

Employment Type: Full Time - Permanent

Position Classification: Health Manager Level 3

Remuneration: $122,850 - $139,559 pa + 11% super

Hours Per Week: 38

Location: A mix of working from home and our offices based in Chatswood or Charlestown

Join the team driving the digital transformation of Australia’s largest public health system

About us

Working at eHealth NSW is more than a job. Every day, we set out to design, build and innovate world class digital solutions that will transform how healthcare is delivered to patients across NSW. It’s a genuine opportunity to join a team of technology professionals, health partners, industry leaders and academia to develop solutions that help save and improve people’s lives.

Our people are at the heart of who we are. We are committed to a workforce that reflects the communities we serve and actively seek to recruit people from diverse backgrounds to build a supportive and inclusive workplace where our people can gain a sense of belonging, value and opportunity.

Come work with us

We have an exciting opportunity in the Customer Services team for an IT Knowledge Management Analyst.

Reporting into the Team Manager, you will be part of the team responsible for analysing and assessing usage of IT Knowledge Management functions by teams across NSW Health to enable the successful adoption of NSW IT Knowledge Management practice with a goal to enhance service delivery for NSW Health staff.

As an integral member of the team, you will:

• Support IT Knowledge Management adherence with stakeholders at all levels, from State-Wide Service Desk to technical resolver groups, product and service owners, and eHealth NSW customers.
• Contribute to and support the IT Knowledge Management community initiatives around service improvements and actively participate in other IT Service Management initiatives that require specialised IT Knowledge Management capability.
• Contribute to and actively participate in IT Knowledge Management Community of Practice sessions, Performance Forums and Review Forums
• Assist teams requesting access to IT Knowledge Management, plan and prepare the onboarding activities, facilitate sessions with stakeholders throughout the engagement.
• Prepare and participate in Knowledge Management coaching and training sessions.
• Maintain IT Knowledge Management practice and training records and reports.
• Analyse data to identify gaps in adherence to IT Knowledge Management practice, communicating with teams to understand opportunities and support alignment.
• Collaborate across eHealth NSW directorates and multiple key stakeholders and teams to contribute to the monitoring and optimisation of the IT Knowledge Management function to ensure business expectations are being met and adhered to.

More information about the role can be found in the POSITION DESCRIPTION.

About you

The skills, knowledge and experience we are looking for in you are:

• Demonstrated experience in supporting IT Knowledge Management function in a complex service industry organisation, including relevant qualifications or equivalent. This includes knowledge and experience in working within ITIL frameworks and ITSM platforms.
• Strong communication and collaboration skills with the ability to conduct workshops, facilitate, and lead discussions.
• Well-developed analytical skills including the ability to analyse and interpret complex information from numerous sources, prepare and present analysis and reports, deal with challenges creatively and achieve business focused solutions.

If this sounds like you and you’re looking for a rewarding new opportunity, we would love to hear from you.

Benefits working with eHealth

We support our people with great benefits so they can support the patients and staff of NSW Health. These include:

·         Flexible work options

·         Skills and leadership development training programs

·         Salary Packaging 

·         Health and wellbeing programs

More information about these benefits, can be found at https://www.ehealth.nsw.gov.au/careers/benefits.

Valuing diversity and inclusion

eHealth NSW is committed to providing a working environment that embraces and values diversity and inclusion. We encourage applications from diverse community groups including Aboriginal and Torres Strait Islander people and people with disability for all advertised positions and have strategies in place to support them.

For more information on the strategies in place to support diversity and inclusion such as NSW Health’s Stepping Up program for Aboriginal and Torres Strait Islander people and our Disability Employment Strategy, please visit https://www.ehealth.nsw.gov.au/about/our-culture/diversity-and-inclusion.

How to apply

To start your application, click the APPLY FOR JOB button at the top.

To apply for this role, please submit an online application and attach your resume (up to 5 pages) along with responses in the online questionnaire which describes how your capabilities, knowledge and experience make you the best person for this role. To help you prepare, you will need to respond to the below:

• How have you leveraged your experience working within ITIL frameworks and ITSM platforms to support IT Knowledge Management function in a complex service industry organisation?
• How would you approach complex knowledge management challenges that require collaboration among stakeholders from diverse departments and technical backgrounds, ensuring an alignment of common goals?
• Describe a situation where you applied your analytical skills to assess the effectiveness of knowledge management practices. How did you interpret the data to identify areas for improvement and opportunities, and what solutions or strategies were implemented based on your findings?

If you require assistance or have any questions about the role, please contact Alison McNelliey on Alison.Mcnelliey@health.nsw.gov.au

If you require assistance or have any questions about the recruitment process, please contact Dane Brown on Dane.Brown@health.nsw.gov.au

Applications close: Monday 6^th May 2024

All NSW Health workers are required to have completed a primary course of a COVID-19 vaccine which has been approved or recognised by the Therapeutics Goods Administration (TGA). Additionally, Category A workers are required to receive a booster dose three months after completing the primary course of COVID-19 vaccinations. New applicants must have completed the vaccination course prior to commencement with NSW Health or provide an approved medical contraindication certificate (IM011 immunisation medical exemption form) certifying the worker cannot have any approved COVID-19 vaccines available in NSW. Acceptable proof of vaccination is the Australian Immunisation Register (AIR) Immunisation History Statement or AIR COVID-19 Digital Certificate. Booster doses are highly recommended for all health care workers who have completed the primary course of COVID-19 vaccinations.

To be eligible for this role you must have current Australian work rights (Australian citizen, permanent resident, New Zealand citizen with a current passport, or hold a valid visa with permission to work in Australia).