AmbCAD Support Analyst
This job is available to employees of NSW Health only
Employment Type: Temporary Full Time, 38 hours per week
Position Classification: Health Mgr Lvl 1
Remuneration: $84,436 per annum - $112,331 per annum + super and benefits
Location: NSW Ambulance State Operations Centre, Sydney Olympic Park
Closing Date: 09 March 2025
ABOUT THE ROLE
The Frontline Services Group is the interface between ICT service providers such as eHealth and the NSW Ambulance user community for AmbCAD, the NSW Ambulance Triple Zero response ICT platform.
The AmbCAD Support Analyst is responsible for providing advice on many of the technologies used by the NSWA Control Centres, such as Computer Aided Dispatch (CAD), Inter-CAD Electronic Messaging System (ICEMS), Mobile Data Terminals (MDTs), and mobile frontline communications systems, collectively referred to as AmbCAD, the role will engage in high level customer service and support for systems and technologies implemented through the NSWA Information and Communication Technology (ICT) Strategy.
The role operates in a complex mission and business critical environment and coordinates organisationwide service and incident management systems, problem management and rectification processes, change management practices, governance arrangements, access management, risk analysis, and reporting activities.
Please refer to the Role Description and Position Conditions and General Info for further information.
Please note: This is a temporary full-time position for a period up to two years with possible extension.
ABOUT YOU
To be successful in this role, you will require the following experience and attributes:
- Extensive experience in Control Centre and AmbCAD operations, including both call taking and/or dispatch experience.
- Proven ability to apply operational knowledge to test and validate systems and processes used by NSWA and deliver high quality service through continuous improvement and risk/issue awareness, to ensure the service delivery systems are increasingly responsive to the needs of the NSWA and its stakeholders.
- Demonstrated well developed communication, negotiation, consultation and collaboration skills, with an ability to listen to and understand stakeholders’ expectations and concerns, and ability to engage in discussions with ICT service providers and maintain productive working relationships.
- Proven ability to deliver quality customer service and effectively prioritise and manage service requests using analytical reasoning to interrogate data and record progress through to resolution, utilising service management software.
- Demonstrated well developed analytical, problem solving and critical evaluation skills, to allow for the examination of complex problems and the development of a range of innovative strategies for their resolution.
- Proven ability to work effectively as part of a team, collaborating to provide documentation regarding progress, risks, issues and recommendations to deliver efficient systems support services; in an environment of competing priorities and needs with limited resources.
HOW TO APPLY
Please respond to the below two questions (max 4000 characters including spaces) and submit this with your CV and other required information.
Question 1: Provide an example of where you have had to undertake testing a new component/function in a CAD Emergency Services software suite. What steps did you go through to ensure that it was operationally ready for implementation?
Question 2: The Frontline Services Group is a small team who will be required to work together to ensure both project and business usual objectives are met. Please describe a situation where you had to work as part of a team to implement a project or rectify an issue. What was your role in the team and what was the outcome?
If you’d like to discuss the position and role description more before you formally apply, confidential enquiries can be made to Melissa Willis:
E: melissa.willis@health.nsw.gov.au
Please note: To be eligible for permanent appointment to a position in NSW Health, you must have an Australian citizenship or permanent Australian residency.
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