Software Deployment Support Analyst

**Telstra Health - Aged and Disability**

The Aged & Disability Division of Telstra Health is committed to providing high quality software solutions to the Aged & Disability care market. Our products include clinical, medication management and administration systems for the residential aged care setting, and home/disability care systems and mobile apps for the community care sector.

**The Role**

The core role of the Software Deployment & Support Analyst is for providing 3rd Level technical & installation support to the Australian client base that operates the iCareHealth Clinical Care, Medication Management & Resident Manager system.

The Software Deployment & Support Analyst is responsible to deliver technical and installation support to Telstra Health’s client within the agreed service level and other required performance metrics. The Deployment & Support Analyst is required to be hands on in leading client case resolution but also capable of supervising and leading a team of Deployment & Support Consultants.

**Key Accountabilities**
- Provide support for clients who have 2nd and 3rd level technical and installation support queries
- Ensure the delivery of a consistently high quality, easily accessible service which meets the needs of Telstra Health clients
- Effectively manage issues in a sensitive manner, utilising political judgement, where there may be numerous stakeholders and perspectives
- Ensure calls are logged and liaise with various other Telstra Health team members (i.e. Development Team, Release)
- Following through on escalated cases, chasing for responses where required
- Troubleshooting complex technical issues, including firewall and connectivity issues
- To assist with scheduling upgrades
- Engage in weekly, fortnightly or monthly meetings with clients

You’ll also be working closely with key internal and external stakeholders, working with the entire tram to enhance the client experience, working with software deployment, product management, product quality assurance and providing Level 3 technical support.

**What You’ll Bring**
- Strong knowledge of software technology and environments including Windows Server, Networks, Virtual Server environments, software configuration and release management, change control and software support.
- C# knowledge
- Knowledge of Visual Studio IDE and TFS
- Microsoft SQL Server scripting and administration
- Knowledge of PowerShell scripting
- IIS (Internet Information Services) administration
- Network infrastructures (Domains/Peer to Peer Networks
- Basic understanding Network security
- Testing and Support
- Past exposure to the Aged Care industry, Community/Home Care sector, the health industry or nursing will be highly regarded, along with a tertiary qualification in a business or clinical discipline
- Ability to understand a client’s business processes and communicates changes
- Ability to work independently and autonomously
- Strong knowledge of software services and solutions

**Further Attributes**:

- Experience in ISS and SQL Server
- Experience in 2nd and 3rd level Technical Support in IT
- Experience in Health, Aged care and Community Care or Nursing sector

**Benefits of a career at Telstra Health include**:

- Free Telstra mobile phone and plan for eligible employees
- Multiple leave options including paid parental, annual, sick, and COVID-19 Pandemic Leave
- Purchase leave options
- Flexible Work Policy that includes flexible hours and work from home options
- Free 24/7 professional and confidential support for you and your family via Benestar
- 25% discount on Telstra services including home broadband and post-paid mobiles
- 1 paid volunteer day
- Employee rewards program that includes discounts on shopping, gym memberships, movie tickets, health insurance and more
- A diverse and supportive environment where you can bring your whole self to work
- Employee representative groups to support diverse employees
- Career development and growth with ongoing free learning courses