Level 2 Application Support Analyst

3 weeks ago

Melbourne, Australia RLDatix Full time

Every single day around the world, thousands of patients are harmed from care delivery errors, many of which are preventable. We want to change that. RLDatix is on a mission to improve healthcare by enabling a world where patients receive the best and safest care possible. Trusted by thousands of clients around the world, our connected healthcare operations platform combines software and trusted services to empower organizations with critical data insights across risk, safety, compliance, provider lifecycle and workforce management. Our user-centric approach provides a holistic, real-time view of healthcare operations, connecting disparate information across the enterprise – thus giving organizational leadership the contextualized data they need to make better informed decisions.

RLDatix is truly global, with over 2,000 employees across the UK, Europe, Middle East, Australia, Canada, and the United States. Our strategy is fuelled by organic and inorganic growth that brings together the brightest minds and the latest technology – including AI - to deliver marketing leading solutions for our clients. We are looking for people to join our team who are passionate about making a positive change in healthcare. Join us as we work towards our vision of safer, better healthcare for all.

What You Will Do:

The Level 2 Application Support Analyst is an integral part of the APAC Customer Support team at RLDatix. This role is responsible for managing technical application issues reported by RLDatix customers through the customer portal or over the phone. The Analyst is tasked with resolving complex issues, managing escalations, and providing advanced technical support, particularly in areas such as award interpretation, Time and Attendance device configuration, patch applications, and other technical customer support within the Support Team based in Australia. The team supports customers across the Asia-Pacific region on two major product platforms.

 

Key Responsibilities
  • Provide timely and consistent technical solutions to external customers and third parties based on service level agreements.
  • Record detailed and reproducible fault descriptions in our Ticking system (Zendesk).
  • Offer technical support in line with escalation timeframes through documented technical action plans.
  • Develop and maintain quality technical knowledge-based articles.
  • Assist Customer Support Analysts (L1) with Knowledge and Understanding.
  • Review product issues (bugs), assess their importance, impact, and priority.
  • Perform technical tasks on Cloud and On-Premises customer systems.
  • Sound understanding of the functionality of products from both an application and a system perspective (SQL, IIS, Infrastructure).
  • Documenting issue resolution steps and updating knowledge base articles.
  • Monitoring System Alerts and performance metrics
  • Performing root cause analysis and implementing temporary workarounds.
  • Deliver technical and implementation services to clients as part of planned project delivery, including:
  • Software product version upgrades/migrations and regression testing.
  • Review and writing some code and scripts HTML, SQL and Java Script. .NET is a bonus

 

Skills, experience and competencies required
  • Minimum 1-2 years of experience in a similar role.
  • Customer Support: Comfortable providing outstanding technical services for applications in a remote technical environment.
  • Industry: Experience in healthcare, specifically in staff rostering, payroll, or workforce management.
  • Team Player: A charismatic team player who enjoys resolving complex technical issues efficiently. Able to create and maintain a positive, high-energy environment fostering mutual trust, respect, and team commitment.
  • Communication: Competent at communicating technical plans of action to customers or third parties.
  • Flexibility: Available to work flexible hours to ensure mission-critical systems are operational.
  • Problem Solving: Demonstrates clear thinking under pressure and strong communication skills to maintain customer confidence in RLDatix. Gather, verify, and assess information to gain an accurate understanding of situations. Evaluate evidence, seek advice, and make clear, timely decisions.
  • Planning and Organising: Determine courses of action by breaking them down into smaller steps, planning and resourcing each step while considering potential problems.
  • Building Relationships: Develop effective relationships with colleagues and customers, responding appropriately to feedback.
  • Understanding RLDatix: Be aware of RLDatix Values, Corner Stones, strategies, policies, and procedures, and understand how the organisation operates.
  • Innovation, Flexibility, and Adaptability: Undertake tasks with a positive attitude, respond well to management and customer requests, meet business goals, and adapt to change.
Technical CapabilitiesEssential
  • Microsoft SQL Server 2008 R2 and above
  • Strong T-SQL skills
  • Develop and apply SQL scripts as required
  • Knowledge of technologies including ASP.net. SQL, VB, C#, XML, HTML5, JavaScript and JQuery with the ability to read and write code.
  • Proficient with Team Foundation Server, Visual Studio
  • Experience in IT Operations supporting a Windows enterprise environment
  • Knowledge of Remote Access Technologies (e.g., Citrix)
  • Familiarity with Development work tracking technologies; Agile development methods are used by our R&D Teams.
  • Experience with Zendesk or similar ticketing solution.

Desirable

  • Knowledge of networking standards and connectivity
  • Database Performance Tuning expertise
  • Experience in SaaS/Enterprise-scale application infrastructure management
  • Technical proficiency across Networking, Security, Microsoft Technologies, and Hosting
  • Relevant certifications (MCITP, MCSA, VCP)
  • Microsoft Report Writer
  • SSRS Reporting

 

 

 

 

 

 

 

  • Level 2 Support Specialist

    2 weeks ago

    Melbourne, Victoria, Australia Civica Full time

    Job DescriptionCivica is seeking a highly skilled Level 2 Support Analyst to join our team. As a Level 2 Support Analyst, you will be responsible for providing technical support to our customers in the local government sector.Key Responsibilities:Provide Level 2 support to customers via phone, email, and chatEscalate complex issues to senior support analysts...

  • Level 2 Support Analyst

    5 months ago

    Melbourne, Australia Peoplebank Full time

    Location: - Melbourne- Job Type: - Contract- Posted: - about 3 hours ago- Contact: - Priyanka Arora- Discipline: - General IT - Reference: - 258523Our client is a leading Supermarket retailer who are currently looking to expand their Technology Customer Platform team. They are currently seeking **5 Support Analysts** to work on L2 General Application Support...

  • Level 2 Application Support Specialist

    3 weeks ago

    Melbourne, Victoria, Australia RLDatix Full time

    About RLDatixRLDatix is a leading provider of healthcare operations software, dedicated to improving patient safety and outcomes. Our platform enables healthcare organizations to manage risk, safety, compliance, and workforce management, providing critical data insights to inform decision-making.Job SummaryWe are seeking a highly skilled Level 2 Application...

  • Level 2 Support Analyst

    4 weeks ago

    Melbourne, Victoria, Australia Civica UK Ltd Full time

    About the RoleWe are seeking a highly skilled Level 2 Support Analyst to join our team at Civica UK Ltd. As a Level 2 Support Analyst, you will be responsible for providing technical support to our customers in the local government sector. Your expertise will be crucial in handling any escalations that might arise, ensuring our customers receive prompt and...

  • Level 2 Application Support Specialist

    2 weeks ago

    Melbourne, Victoria, Australia RLDatix Full time

    About RLDatixRLDatix is a leading provider of healthcare operations software, dedicated to improving patient safety and outcomes. Our platform enables healthcare organizations to manage risk, safety, compliance, and workforce management, providing critical data insights to inform decision-making.Job SummaryWe are seeking a highly skilled Level 2 Application...

  • Level 2 Application Support Specialist

    2 weeks ago

    Melbourne, Victoria, Australia RLDatix Full time

    Improve Healthcare Operations with RLDatixAt RLDatix, we're on a mission to make healthcare safer and better for everyone. As a Level 2 Application Support Analyst, you'll play a crucial role in achieving this goal by providing technical support to our customers across the Asia-Pacific region.Key Responsibilities:Provide timely and consistent technical...

  • Level 2 Application Support Specialist

    1 week ago

    Melbourne, Victoria, Australia RLDatix Full time

    Transforming Healthcare through Technical ExcellenceAt RLDatix, we're dedicated to improving healthcare by empowering organizations with critical data insights. As a Level 2 Application Support Analyst, you'll play a vital role in ensuring the seamless operation of our connected healthcare operations platform.Key Responsibilities:Provide timely and...

  • Level 2 Support Specialist

    1 month ago

    Melbourne, Victoria, Australia Civica UK Ltd Full time

    About the RoleWe are seeking a highly skilled Level 2 Support Analyst to join our team at Civica UK Ltd. As a Level 2 Support Analyst, you will play a critical role in providing technical support to our customers in the local government sector.Key ResponsibilitiesProvide Level 2 support to customers, handling escalations and ensuring prompt and efficient...

  • Level 2 Support Specialist

    1 month ago

    Melbourne, Victoria, Australia Civica Full time

    About the RoleCivica is seeking a highly skilled Level 2 Support Analyst to join our team. As a Level 2 Support Analyst, you will play a critical role in providing technical support to our esteemed customers in the local government sector.Key Responsibilities:Provide Level 2 support to customers, handling escalations and ensuring prompt and efficient...

  • Level 2 Application Support Analyst

    3 weeks ago

    Melbourne, Australia RLDatix Full time

    Every single day around the world, thousands of patients are harmed from care delivery errors, many of which are preventable. We want to change that. RLDatix is on a mission to improve healthcare by enabling a world where patients receive the best and safest care possible. Trusted by thousands of clients around the world, our connected healthcare operations...

  • Level 2 Support Specialist

    3 weeks ago

    Melbourne, Victoria, Australia Civica UK Ltd Full time

    About the RoleWe are seeking a highly skilled Level 2 Support Analyst to join our team at Civica UK Ltd. As a key member of our support team, you will be responsible for providing exceptional support to our customers in the local government sector.Key ResponsibilitiesProvide Level 2 support to customers, handling escalations and ensuring prompt and efficient...

  • Level 2 Application Support Specialist

    2 weeks ago

    Melbourne, Victoria, Australia RLDatix Full time

    At RLDatix, we're committed to improving healthcare by empowering organizations with critical data insights. As a Level 2 Application Support Specialist, you'll play a vital role in ensuring the smooth operation of our connected healthcare operations platform.As a key member of our APAC Customer Support team, you'll be responsible for managing technical...

  • Level 2 Technical Support Specialist

    2 months ago

    Melbourne, Victoria, Australia Civica Full time

    About the RoleCivica is seeking a highly skilled Level 2 Support Analyst to join our team. As a Level 2 Support Analyst, you will play a critical role in providing technical support to our esteemed customers in the local government sector.Key Responsibilities:Provide Level 2 support to customers, handling escalations and ensuring prompt and efficient...

  • Level 2 Support Specialist

    4 weeks ago

    Melbourne, Victoria, Australia Civica Full time

    About the RoleWe are seeking a highly skilled Level 2 Support Analyst to join our team at Civica. As a key member of our support team, you will be responsible for providing exceptional support to our customers in the local government sector.Key ResponsibilitiesProvide Level 2 support to customers, handling escalations and ensuring prompt and efficient...

  • Level 2 Technical Support Specialist

    4 weeks ago

    Melbourne, Victoria, Australia Civica Full time

    About the RoleCivica is seeking a highly skilled Level 2 Support Analyst to join our team. As a Level 2 Support Analyst, you will play a critical role in providing technical support to our esteemed customers in the local government sector.Key Responsibilities:Provide Level 2 support to customers, handling escalations and ensuring prompt and efficient...

  • Applications Support Analyst

    3 weeks ago

    Melbourne, Australia Public Sector People Full time

    A local council in the northern suburbs of Melbourne is seeking an Applications Support Analyst to join their team. This temporary role is vital for providing application support and configuration across the council’s systems. Key Responsibilities: Provide Level 2 and 3 incident and problem resolution. Ensure system and application stability and...

  • Level 2 Support Specialist

    4 weeks ago

    Melbourne, Victoria, Australia Civica Full time

    About the RoleWe're seeking a highly skilled Level 2 Support Analyst to join our team at Civica. As a key member of our support team, you will be responsible for providing exceptional support to our customers in the local government sector.Your expertise will be crucial in handling escalations, ensuring our customers receive prompt and efficient assistance....

  • Level 1 Application Support Analyst

    3 weeks ago

    Melbourne, Australia RLDatix Full time

    Every single day around the world, thousands of patients are harmed from care delivery errors, many of which are preventable. We want to change that. RLDatix is on a mission to improve healthcare by enabling a world where patients receive the best and safest care possible. Trusted by thousands of clients around the world, our connected healthcare operations...

  • Service Desk Analyst

    5 months ago

    Melbourne, Australia Profusion PAC Pty Ltd Full time

    12 month contract with a view to extension/perm - Global financial services organisation - Collaborative, high-performing culture - **IT Service Desk Analyst Level 2 - 12+ month min contract**: - **Global financial services organisation**: - **Collaborative, high-performing culture** - **WFH 2 days per week minimum** **Company Overview** Profusion is...

  • Level 1 Application Support Analyst

    3 months ago

    Melbourne, Australia RLDatix Full time

    Every single day around the world, thousands of patients are harmed from care delivery errors, many of which are preventable. We want to change that. RLDatix is on a mission to improve healthcare by enabling a world where patients receive the best and safest care possible. Trusted by thousands of clients around the world, our connected healthcare operations...