Do you want a job with a purpose?

And do you want to make healthcare safer, better and more reliable?

Join our Team!

Customer Support Specialist - iCM (Clinical Information Management Solution)

Join us as a Customer Support Specialist - iCM (Clinical Information Management Solution) at Dedalus, one of the World’s leading healthcare technology companies, on our Clinical Support Team in Brisbane and Perth to do the best work of your career and make a profound impact in providing better care for a healthier planet.

What you’ll achieve

As a Customer Support Specialist - iCM you will be part of Clinical Support Team responsible for delivering quality task (incident and problem) resolution focused on support and maintenance related client interactions covering all areas of support and services relating to our industry leading Clinical Information Management solution. Working with an extended highly skilled team, you will be making a deep impact throughout the healthcare sector.

You will:

• Provide functional advice both internally and externally pertaining to Dedalus clinical information management solutions to promote best practice outcomes.
• Provide superior task management incorporating incident triage, analysis, and resolution. Problem / Defect identification and categorization, formal and regular feedback to the team regarding improved support opportunities, processes, and standards.
• Utilize effective delegation and/or escalation to effectively manage and resolve incidents within contracted service level timeframes / targets.
• Assist broader Clinical support team in all aspects of Incident and Problem management.
• Develop and maintain a strong working relationship with our customers to foster collaboration and facilitate growth and develop processes which support client engagement and improve the delivery of support services.
• Assist with the testing of software released from the group and local development as required and support clients through user acceptance testing as required.
• Participate in a rotating roster for out-of-hours support of incidents.
• Work in accordance with the ITIL framework to implement and follow quality processes.

Take the next step towards your dream career

At Dedalus Life flows through our software. Every day we do something special by helping caregivers and health professionals deliver better care to their served communities. Take the next step in your career that will make a profound impact. Here’s what you’ll need to succeed:

Essential Requirements

• 6 + years’ experience in Clinical Information Services
• Highly proficient in written and verbal communications
• Providing functional and/or technical support for healthcare IT systems
• Degree in Health Information Management and/or Information Technology
• Understanding of ITIL processes

Desirable Requirements

• Understanding of health application interfacing or HL7 messaging
• Microsoft Server Admin Experience
• Ability to create, interrogate and maintain SQL Scripts.
• Experienced in the use of IIS or Apache
• Experienced in the use of MS SQL Server and the ability to troubleshoot issues

• Ability to troubleshoot MS Windows Server issues.

• Knowledge of XML data formats.

We are Dedalus, come join us

Dedalus is committed to providing an engaging, rewarding work experience that reflects the passion our employees bring to our mission of helping clinicians and nurses deliver better care to their served communities.

Our company fosters a culture where employees are encouraged to learn and innovate, and to enable and enhance clinical co-operation and processes while making a meaningful difference for millions of people around the world. Each person is the end point and the starting point of the Group’s activities and the ultimate beneficiary. For this reason, we are so proud of doing our very special jobs each day.

Our company is enriched by a diverse population of 7, 600 people in more than 40 countries that work together to innovate and drive better healthcare options for millions of patients around the world. We are the people of Dedalus.

Application closing date: 15th November 2024

Our Diversity & Inclusion Commitment sets out Dedalus’ approach to ensuring respect, inclusion and success for all our colleagues and the wider communities we operate in. It is imperative for us to share our commitment and dedication to ensure an inclusive and diverse workplace. We recognise that we have improvements to make and, on this journey, we must remain authentic and realistic but also ambitious.

Our diversity & inclusion commitment – Dedalus Global

Life Flows Through Our Software