Application Support Analyst – Healthcare PAS, EMR

Dedalus

Application Support Analyst for healthcare solutions focusing on functional and technical support. Collaborating with teams to resolve incidents and improve support processes at Dedalus.

Posted 5/27/2026full-timeMelbourne • 🇦🇺 AustraliaSeniorLeadWebsite

ATS Keywords

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Hard Skills

SQLOracle scriptingtroubleshootingproblem-solvingroot cause analysisapplication supportuser acceptance testingITIL processeshealth information standard interfacingHL7

Soft Skills

mentoringcollaborationattention to detailrapport buildingclient managementproblem managementcontinuous improvementcommunicationleadershipservice efficiency

Tools & Technologies

Dedalus Service Management SystemService Management Systems

Certifications & Qualifications

ITIL certificationTertiary Degree in Health Information ManagementTertiary Degree in Information Technology

Industry Keywords

Customer SupportHealthcare ITANZ Health Industrydata privacy policieshigh-severity issue responseproduct lifecycle activitiesRCA activitiesProduct User GroupsFHIR APIs

Tech Stack

Tools & technologies

OracleSQL

About the role

Key responsibilities & impact

Mentor the Patient Administration Support (PAS) team, working collaboratively with the PAS L2 Supervisor and PAS Support Manager
Provide remote incident resolution and problem management via the Dedalus Service Management System, in line with data privacy policies
Manage and resolve assigned incidents to restore service efficiently while meeting or exceeding SLAs
Perform troubleshooting, problem-solving, and root cause analysis for logged incidents
Participate in after-hours support on a rotational roster, including high-severity issue response
Support product lifecycle activities, including internal testing of new releases and assisting clients with user acceptance testing
Maintain accurate system documentation, status updates, and reporting within Service Management Systems, ensuring knowledge bases are kept up to date
Contribute to continuous improvement by following ITIL processes, supporting release documentation, and participating in RCA activities and Product User Groups

Requirements

What you’ll need

10+ years’ experience in a Customer Support role, or a similar role in Healthcare IT
Experience providing Application Support Services in a functional/technical capacity
ANZ Health Industry knowledge and awareness
Understanding of ITIL processes
SQL / Oracle scripting (intermediate level)
Excellent troubleshooting skills
Ability to build rapport with internal and external stakeholders
Strong attention to detail
Tertiary Degree in Health Information Management and/or Information Technology (desirable)
ITIL certification (desirable)
Health Information standard interfacing standards (HL7 and FHIR APIs) experience (desirable)
Demonstrates proven ability to help clients identify business challenges and lead them on a journey to solve these challenges and deliver the right outcomes (desirable)
Has a proven track record of achieving results and meeting and exceeding client expectations (desirable)

Benefits

Comp & perks

Engaging, rewarding work experience
Culture of learning and innovation