Key areas:

IT Service Manager – Sydney Location

 

The IT Service Manager will play a key role in providing strategic direction and overall management of NEHTA’s internal Information Technology Infrastructure, Systems, Services and resources, ensuring alignment with NEHTA business strategy and objectives

Key responsibilities include: 

 

Provide strategic advice and direction in relation to the use of information technology for internal systems and infrastructure and the use of IT within NEHTA.

Responsible for:

• Driving the development and implementation of NEHTA’s IT strategic plan.
• IT strategic planning, governance, controls and risk management.
• IT procurement and vendor management.
• IT security policies and controls.
• IT asset management.
• IT Disaster recovery and business continuity management.
• Provide robustness and flexible IT infrastructure and services capable of fulfilling NEHTA’s business requirements.
• Establish formal IT controls, policies and procedures.
• IT Team and priority management.
• IT budget planning and management 

To be successful in this role you will need the following:

 

15+ years’ experience in applying technology in a business environment and 10+ years in senior management, coupled with relevant tertiary qualifications.

 

• Excellent written and oral communication skills.
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• Strong negotiation skills.
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• Effective Team coaching and management
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• Ability to rapidly comprehend the functions and capabilities of new trends and technologies.
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• Advanced analytical interpretation and problem-solving skills.
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• Ability to provide technical leadership, coupled with leadership skills.
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• Communication, change management and customer service skills.
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• Understanding of core IT methodologies including PRINCEII and ITIL.
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• Strong budget and people management skills
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• MBA
• Developer Programming background

 

Status: Full time

 

If you are interested in this position please APPLY Now!

Key areas:

• Experience with archetype modelling techniques and Health Informatics HL7 v3
• Knowledge and/or experience with clinical terminologies and schematron
• Knowledge and/or experience of health informatics and related standards

Clinical Informational Modeller - Brisbane Location

The Clinical Information Modeller will play a key role in creating and maintaining clinical information models and specifications that support required clinical business processes and information flows enabling consistency in data capture, storage and exchange. The Clinical Information Modeller will produce and review Implementation guides, such as (Clinical Documentation Architecture) CDA, to aid suppliers in implementing the clinical information specifications.

Key responsibilities include: 

 

Provide products that define the representation of clinical concepts via the definition of clinical information structures for clinical systems, and by contributing to the enhancement of the Clinical Information Teams capabilities and performance. Specifically;

·      Analyse and interpret clinical information requirements including business processes and content, and undertake information modelling to develop, integrate, deliver, and maintain clinical information products and services

·      Analyse and map from internally developed logical data models to the HL7 CDA R-MIM (Refined Message Information Model).

·       Document the process of mapping between the internal logical data model and the HL7 information model.

·      Collaborate with and inform the broad healthcare community to enable them to guide and contribute to the development of standardised clinical information content.

·       Contribute to the enhancement of CI’s tooling, processes and performance; including developing, implementing and monitoring policies, standards, quality assurance and quality controls around the development of clinical models, specifications and other artefacts

·       Provide technical advice to and consult with other CI staff, implementation consultants and vendors to ensure problems are resolved, issues are managed and coherent approaches to the development and maintenance of clinical information products are established

·       Adhere to NEHTA's Code of Conduct, associated policies and company values.

To be successful in this role you will need the following:

·       Accomplished in information modelling and business process analysis as evidenced by formal qualifications or at least 2 years work experience.  Includes application of modelling/notation languages such as UML (including class diagrams, object diagrams, activity diagrams, sequence diagrams and use case diagrams) and requirements definition and management.

·      Knowledge of or experience with archetype modelling techniques and Health Informatics Reference Models (e.g. OpenEHR, HL7 V3).

·       Knowledge of or experience with clinical terminologies such as SNOMED CT.

·      Knowledge of or experience with HL7 messaging standards (v2, v3 and CDA).

·       Experience in working with a range of government and non-government stakeholders and content experts, with a demonstrated ability to influence and build productive relationships.

·       Self-directed, time managed, highly organised and methodical, with excellent attention to detail.

·      Capacity to write and present clearly and succinctly, particularly in the presentation of complex, technical information to varying audiences. Includes an ability to translate complex concepts into simple models that can be readily understood by varying audiences, and the preparation of implementation guides. 

Status: Full time

 

If you are interested in this position please APPLY Now!

Key areas:

• Strong Stakeholder Management experience essential
• Technical experience preferred
• Adaptable within a changing environment

Customer Support Officer - Brisbane location

The purpose of this role is to provide a high level of customer support to a wide range of internal and external stakeholders.  To treat users of the NEHTA Service Desk in a polite and professional manner.  To gain an understanding of the content and context of inquiries received by the Service Desk to increase escalation appropriateness.  To accurately log details of service requests for reporting and auditing purposes.  To assist in the generation of documentation associated with the smooth operation of the Service Desk.

 

Key responsibilities include: 

• To deliver 1st and 2nd level phone, email and fax support  to;
  • Internal NEHTA staff
  • External stakeholders (vendors, GPs, etc)
  • Other associated Support groups
• To have a high level of understanding in the systems and processes used by the NEHTA Service Desk
• To accurately log all correspondence in relation to tickets
• To routinely follow-up on open requests and keep stakeholders updated
• To build strong working relationships with a wide group of NEHTA internal staff/SMEs
• To build relationships with external stakeholders
• Manage/administer groups of licence holders/users of specific eHealth products and services (e.g. SNOMED CT)
• Behave in a responsive manner to all requests
• Behave in a responsive manner to changes in service processes as directed by Management
• Provide reporting as required to internal/external stakeholders
• Provide assistance in document generation, and administration work to improve the smooth operation of the Service Desk
• Adhere to appropriate SLAs or general support expectations
• Adherence to NEHTA's Code of Conduct, associated policies, and company values

To be successful in this role you will need the following:

• Customer Service experience
• General Understanding of IT concepts
• Professional and Friendly nature
• Experience in a dynamic working environment
• Motivation to participate in new and trial projects

Status: Full time

 

If you are interested in this position please APPLY Now!

Key areas:

Fixed term till June 2014

The Outsourced Services Analyst will play a key role in assisting the Senior Manager Outsourced Services in assuring that the outsourced service operators are providing their services as per the operational contract. This service assurance role covers the following key functions: financial management, reporting and data analysis including service level management, stakeholder management, governance and secretariat functions, contractual schedule preparation and review and assurance of Incident & Problem Management, Change Management and Continual Service Improvement as per the ITIL Framework.

Key responsibilities include: 

• Being accountable for the analysis of operational and management reports from the service operator and  deliver  briefings which are used to monitor the effective delivery of contracted service levels and recommend remedial actions to the Senior Manager Outsourced Services.
• Providing recommendations to the Senior Manager Outsourced Services  and initiate changes to processes based on trend analysis of  service metrics.
• Negotiation development and monitoring of service operator contract schedules. Preparation of associated approval memos for sign-off by senior management.
• Preparation of executive briefings for NEHTA executive sign off for  service operator payments  based on review of  service operator financial statements and activity reports (including operational demand planning) and other performance data to measure outsource operator  'value for money'.
• Initial point of contact for NEHTA finance regarding Outsourced Services planning, budgeting, forecasting and reporting. Provide advice on areas needing cost reduction and process improvement based on operational data analysis.
• Familiarity with the ITIL framework as it relates to assurance of the outsourced operator's  service management deliverables (incident/problem management, change management and continual service improvement).
• Provide secretariat services for monthly executive level governance forum & assisting with development of communication materials  such as Powerpoint /Visio presentation preparation.
• Quality Assurance function of NEHTA and service operator related collateral .
• Responsibility for analysing and managing operational issues as they occur including recommending solutions to the Senior Manager Outsourced Services, monitoring changes and communicating with relevant stakeholders.
• Building and maintaining effective working relationships with internal and external clients, including clinical safety and implementation lead sites.  This includes working constructively as part of service improvement working groups.
• Development of schedules to facilitate organisational planning
• Adhere to NEHTA’s Code of Conduct, associated policies and company values

To be successful in this role you will need the following:

• Experience in stakeholder and customer relationship management;
• Experience in establishing and refining Support/Operational processes to manage eHealth services.
• Good interpersonal skills, with the ability to communicate effectively and clearly to both IT and business staff at all levels;
• Identify the work required and organise, facilitate and / or perform the work with only limited guidance from line management;
• Good analytical skills, structured and methodical approach including attention to detail;
• Highly organised, with the ability to plan ahead for short- to medium-term objectives;
• Strong service attitude; builds lasting customer and provider relationships, strives for efficiency and effectiveness;
• Commitment to Quality Standards and continuous improvement;
• Effective Conflict Resolution skills 
• An understanding of Service Level Agreements and their application;
• ITIL Managers Certification (V3) preferred
• Prince 2 Certification  preferred 

Highly desirable

Experience in Operations within the Private or Government Health Sector (large scale implementations or national deployments)

Experience in negotiating Service Levels and/or Reporting Requirements with outsourced vendors

Status: Full time

If you are interested in this position please APPLY Now!

Key areas:

Contract until June 2014
 
The PMO Officer will play a key role in working within the NEHTA PMO team to provide comprehensive project management support to NEHTA programmes and projects, with a specific focus on planning and scheduling.   They will develop and build strong relationships with internal customers of the NEHTA EPMO and support and developing their capability.
  
Key responsibilities include: 
 
General PMO functions

• Support and contribute to the completion of core PMO activities and deliverables to time and quality: portfolio status reporting; collation and distribution of governance and reporting packs; responding to queries for support; monitoring the NEHTA PMO inbox; driving the compliance of the Community of Practice in the management of risks, issues and change control; assist in providing business performance monitoring and reporting; and assist in the training and ongoing support of the project management community in NEHTA processes and tools.
• Team interaction; influencing and shaping team interactions to drive towards successful outcomes.
• Provide project coordination services to a programme or projects to support delivery activities as required.
• Adherence to NEHTA Code of Conduct, associated policies and values 

Planning & Scheduling

• Maintaining the NEHTA register for current and potential initiatives (programmes, projects, and business as usual).
• Providing oversight, support, answers and briefings to queries, requests and issues concerning usage of the Enterprise Project Management (EPM) toolset, through regular check-ins, and participation in scheduling workshops and upskilling sessions.
• Working closely with programme, project, and team managers to create and develop schedules, milestones, and deliverables; assist in the negotiation and resolution of resolve schedule conflicts, dependencies, risks and issues with stakeholders.
• Assisting with the development and management of the NEHTA Integrated Portfolio Schedule of programmes, projects, and Business As Usual schedules that are aligned to the NEHTA strategic initiatives.
• Monitoring the NEHTA Integrated Portfolio Schedule, by performing quality assurance activities, and identifying and suggesting resolutions for critical path and network logic conflicts/concerns and report deviations (exception reports).
• Maintaining and monitoring the NEHTA Dependency Register and support facilitation of dependency management meetings/workshops.
• Supporting NEHTA reporting process and providing single source of truth for schedule driven reporting.
• Supporting controls of all schedules baselines, enduring related change requests are managed through agreed processes

  To be successful in this role you will need the following:

• At least 2-3 years of Project Coordination and/or PMO experience in IT or business project environments.
• Experience using Microsoft Project Server
• Demonstrated experience in the use of Project Management methodologies and tools to deliver successful projects.
• Ability to support and work within a team, transferring knowledge and skills appropriately.
• Excellent written and verbal communication skills.
• Strong analytical and problem solving skills.
• Advanced Microsoft Office Suite skills, including MS Project and MS Visio.
• Strong time management skills.
• Excellent interpersonal skills

Status: Full time
  
  
If you are interested in this position please APPLY Now!

Key areas:

Contract till June 2014

The HR Coordinator will play a key role in providing timely and accurate administrative support to the People, Culture and Change (PCC) team, its customers and vendors, including coordination of general HR activities, coordination of the recruitment process, ensuring all data is up to date and pro-actively responding to business needs.

Key responsibilities include: 

• Coordinating, Onboarding, Probation, Exits and General Communications through Joomla for the team.
• Draft employee letters for Peer Review by Business Partners in the areas of Staff Variations and adhoc letters.
• Coordinate recruitment activities around booking interviews, creating employment contracts, managing recruitment tools etc
• Maintain the administrative elements of the Onboarding process for new starters. (Starter/Leaver spreadsheet & Onboarding interviews)
• Maintain the administrative elements of the exit process for leavers. (Starter/Leaver spreadsheet & scheduling exit interviews)
• Maintain the administrative elements of the Staff Variation process.
• Ensure filing & scanning of relevant paperwork into personnel files.
• Ensure Staff Directory is updated for new employees and employees leaving NEHTA
• Ensure Manager and Employee distribution lists are maintained with starters/leavers.
• Maintain the Business Partner PCC Dashboard
• Assist in Managing the PCC mailboxes
• Manage recruitment folders in online system
• Preparation of all documentation as instructed by the PCC team
• Assist the Senior Business Partner in the Coordination of Monthly headcount and Board Reporting.

 To be successful in this role you will need the following:

• Proactive Stakeholder Management
• Effective time management including the ability to determine priorities.
• Excellent written, verbal and interpersonal communication skills
• Proficient in Microsoft – Word, Excel, Powerpoint, Outlook
• A demonstrated ability to make sound decisions under pressure and balance competing priorities
• Strong organisational and planning skills
• Solid teamwork and collaboration skills
• Thoroughness and strong attention to detail in all aspects of work
• Previous experience in an administrative role.
• Strong customer service focus
• Ability to exercise discretion and maintain confidentiality
• Meeting Coordination
• Ability to generate data and reports.
• Experience working within a recruitment or HR environment 

Status: Full time

 

If you are interested in this position please APPLY Now!

Key areas:

Help Desk Support Officer x 2 - 6 month contract
  
The Customer Care Support Officer will play a key role for first level problem determination, problem/incident recording, problem resolution and problem escalation for eHealth supported products and services. Ensuring superior customer experience through service, program and performance excellence.

Key responsibilities include: 
The Customer Care Support Officer is responsible for answering, commenting and replying to help desk inquiries. The Customer Care Support Desk is the first level of support, and response for clients. The Customer Care Support Desk is relief and assistance for eHealth vendors and customers for first response in answering, commenting and replying to open incidents in the help desk.  Key to the role is the ability to identify and organise tickets according to priority and forward tickets to correct channels.  Work requires knowledge of eHealth products and services 

85% With assistance resolve problems reported to eHealth Help Desk.

• Provide first-level contact and problem resolution for all customers with eHealth queries, issues and problems. Resolve as many user-reported queries, issues and problems as expertise permits using available tools and FAQ's, and following procedures and policies for the handling of support cases.
• Courteously obtain and convey concise problem resolution information for customers
• Demonstrate consistently good customer service skills.
• Provide accurate and timely logging of problems and resolution for problems in the incident management database following case recording and documentation standards.
• Escalate problems as appropriate following Help Desk (HD) procedures.
• Develop troubleshooting skills by using effective investigative methods and using HD troubleshooting tools and FAQ's.
• Act as a liaison between customers and internal support staff to assure accurate problem interpretation. Maintain communications with customers during the problem resolution process.
• Resolve HD assigned calls.

15%     Agent training and other assignments

• Complete required eHealth Help Desk training that will enhance 1st response Customer Care Support Desk resolution.
• Develop and maintain knowledge of Help Desk supported products and services.
• Completes projects as assigned

To be successful in this role you will need the following:

• Experience working in a help desk environment
• Able to communicate effectively over the phone, email or in person.
• Able to write clearly and concisely.
• A level of maturity with interpersonal development needed to contend with potentially difficult situations and users. Desire and aptitude to learn eHealth and information technology support functions and processes.
• Prior experience in a customer service position highly desirable.
• Able to work in a fast-changing, challenging environment where you must be flexible and learn quickly.
• Ability to meet deadlines.
• Ability to provide customer with outstanding customer care and service at all times
• Additional or different functions may be assigned from time to time.

  
Status: Full time
  
If you are interested in this position please APPLY Now!

Key areas:

• Collaborate with project teams to define & execute engagement & comms activities
• Utilise working groups & meetings to gather info & identify trends
• Strong engagement and stakeholder management experience

The Engagement Analyst will play a key role in supporting the adoption of eHealth in Australia and the implementation of the NEHTA work programs by formulating initiatives for working collaboratively with consumers, clinicians, government and industry to drive adoption of e-health by:

Stakeholder engagement planning and delivery:

*  Provide stakeholder engagement advice and expertise, ensuring a coordinated and consistent engagement experience for all NEHTA external stakeholders

*  Design and deliver engagement strategies that drive and facilitate stakeholder input into NEHTA work programs, particularly in the eHealth Implementation sites

*  Plan and manage effective stakeholder participation (particularly in the eHealth Implementation sites), through the effective design of forums, workshops, meetings, document review processes and/or webinars.  

Stakeholder management:

*  Manage relationship with identified key stakeholder organisations/groups to help drive the adoption and implementation of eHealth in Australia, ensuring that stakeholders have a point of contact with NEHTA through which to raise questions and issues, and to also ensure that NEHTA has an understanding of the stakeholder’s drivers and any issues and/or barriers to adoption.

Reporting and analysis:

*  Attend and actively participate in team and other internal meetings to facilitate information transfer and ensure alignment across NEHTA

*  Report on stakeholder engagement activities and risks/issues to ensure awareness and understanding of activity by other internal teams, NEHTA Executive and Board, and DOHA when required.  

* Record and follow up on engagement related actions and issues from meeting/events to ensure an effective feedback loop for stakeholders
* Record and analyse effectiveness of engagement activity though surveys and other feedback mechanisms, in order to make improvements to engagement activity in the future.

To be successful in this role you will need the following:

* Experience of working in complex internal/external stakeholder environments across multiple projects

* Demonstrated experience in working flexibly to achieve outcomes.

Highly developed written communication and interpersonal skills, including the ability to:

work across a wide variety of people at different levels of seniority and with different skill-sets, backgrounds and experience;

* deliver expertly written communication products that support the overall program outcomes;

* drive forward progress on engagement and communication initiatives

* Ability to understand the scope, rationale, policy/strategic environment, deliverables, work streams and other aspects of the initiatives in which they are to provide engagement advice

* Ability to analyse complex and highly technical information and translate into clear communication that meets the needs of the target audience

*Ability to understand the stakeholder environment and from this provide advice and insight into planning communication activities

Relevant tertiary qualification (or equivalent) in communication, information technology or a related field

*Strong understanding of all aspects of the systems/software development lifecycle

*Ability to work independently with thorough attention to detail

Strong demonstrated computer skills particularly using MS Office 2003, including MS Word, MS Excel, MS PowerPoint and MS Outlook.

Ability to travel, as required.

 

Status: Full time

 

If you are interested in this position please APPLY Now!