Application Support Officer

About Gidget Foundation Australia

Gidget Foundation Australia (GFA) is a not-for-profit organisation whose purpose is to raise awareness, advocate, educate and deliver specialist clinical services for the prevention and treatment of perinatal mental health challenges. We're on a mission to support the mental health of expectant, new and potential parents to ensure they receive accessible, timely and specialist care, and we're driven by our values of authenticity, innovation, compassion and teamwork.

About the role

The Application Support Officer provides technical and functional support for key business applications including CareRight, JotForm and other platforms used across the organisation. The role also supports reporting requirements and contributes to system optimisation, new systems implementation, user training, and vendor coordination. The position plays a crucial part in maintaining business continuity, improving system usability, and supporting the foundation's mission through technology enablement.

Key Accountabilities

• Provide first and second-level support for CareRight, JotForm, and other internal applications.

• Troubleshoot and resolve application issues, escalating to vendors or developers when necessary, including maintaining an issues log and manage resolution workflows via Redmine or equivalent

• Assist users with form creation, workflow automation, and secure messaging.

• Support reporting needs by extracting, analysing, and presenting data from supported systems.

• Support the development and maintain dashboards or regular reporting packs for management and program evaluation.

• Maintain data integrity across systems and support data migration activities where required.

• Provide support with user access, permissions.

• Assist with providing system training to Staff & Clinicians where required

• Develop and maintain technical documentation including user guides, FAQs, and support procedures.

• Document change requests, configuration updates, and progress updates.

• Liaise with vendors and third-party providers for updates, patches, and integrations.

• Participate in application upgrades, testing, and deployment activities.

• Ensure compliance with data privacy, healthcare standards, and organisational policies.

• Collaborate with IT and business teams to enhance system functionality and user experience.

Selection Criteria

Essential:

• A minimum of 2 years' experience supporting web-based applications in patient administration and/or practice management (e.g., CareRight, JotForms, , Power Diary, or similar platforms).

• Strong troubleshooting, problem-solving and analytical skills.

• Ability to support reporting and data analysis tasks.

• Excellent communication, relationship and interpersonal skills.

• Familiarity with data privacy and healthcare compliance standards.

• Demonstrated ability to communicate technical information to non-technical users.

• Proven track record of managing multiple priorities and meeting deadlines in a dynamic environment.

Desirable:

• Bachelor's degree or equivalent in Information Technology, Health Informatics, or related field is highly regarded

• Knowledge of integration tools (e.g., APIs, HL7, secure messaging).

• Experience with form-building platforms and workflow automation.

• Understanding of reporting tools (e.g., Power BI, Excel, SQL).

• Experience in the not-for-profit, health, or community services sector.

Attributes for Success

• A collaborative, team-focused mindset.

• Attention to detail and a strong sense of visual integrity.

• Confidence in providing feedback and taking creative direction.

• A calm and professional approach under tight deadlines.

• Enthusiasm for working in a purpose-led, values-driven organisation.

What We Offer

• Purpose & Impact: Shape the experience of thousands of parents across Australia during one of life's most vulnerable transitions.

• Growth Environment: Work within a rapidly growing organisation focused on national service expansion, innovation, and scale.

• Values-Led Culture: Collaborate with passionate, professional, and compassionate colleagues.

• Flexibility & Balance: Enjoy hybrid working arrangements that support work–life balance.

• Wellbeing Focus: Access dedicated wellbeing days to recharge and prioritise your wellbeing.

• Attractive Benefits: Receive a competitive salary with access to not-for-profit salary packaging options (tax concessions).

Terms of Employment

We're seeking a full-time team member (1.0 FTE) to join us at our North Sydney office, with the benefit of flexible hybrid work arrangements. This position is initially offered as a 12-month contract aligned with grant funding, with the possibility of extension subject to continued funding.

Prior to appointment, where applicable, GFA employees are required to provide evidence of:

• Criminal record check

• Working with Children Check

• Applicable qualifications or experience

Child Safe Principles

GFA is a Child Safe organisation which complies with the National Principles for Child Safe Organisations. All Staff, contractors and volunteers are expected to comply with these principles.

Diversity & Inclusion Principles

Gidget Foundation Australia is committed to creating a diverse and inclusive workforce that represents the communities we support across Australia. We encourage people of all backgrounds, those with a disability, Aboriginal and Torres Strait Islander people and those who identify as LGBTQI+ to apply.

Applications will be reviewed as received so we encourage interested applicants to apply as soon as possible.