About Monash Health

Monash Health provides a world of healthcare across south eastern Melbourne, uniquely integrating primary, secondary and tertiary health services as well as world-renowned research and teaching facilities. We employee more than 22,000 staff who work across 40 care locations. In Monash Health your own growth and development is important and with us you can really be your best. For more information please visit www.monashhealth.org

About the Role

The Digital Health Division (DHD) is a newly formed division at Monash Health under one executive sponsor (Executive Director, Digital Health) that combines three departments:

1. Technology Business Services (TBS) – provides support for the use and development of Information and Communications Technology across Monash Health;


2. Project Management Office (PMO) – the objective of the PMO is to achieve consistently successful project execution that is efficient and well managed. The PMO serves as a centralised project management service for all projects related to Monash Health’s division of Information Development; and


3. Electronic Medical Record (EMR) Program – department responsible for the implementation of the organisation wide EMR which will allow clinicians to be able to access a patient’s clinical information in one place easily. 

This structure ensures a cohesive delivery of an Information System goal of moving towards a paperless health care environment while simultaneously supporting the priorities and needs of the health service. Designed well, Information and Communications Technology (ICT) combined with the EMR will streamline clinical workflow and processes delivering improvement in quality and efficiency, with a high level of user experience improving patient care.

POSITON SUMMARY

Technology Business Services at Monash Health supports a wide range of ICT related services and equipment throughout Monash Health.

Monash Health has embarked on a M365 migration with the initial phase (phase 1); being to migrate 20,000 Exchange Mailboxes to M365 and adopt Teams as the primary communication platform for Chat and Video conferencing; having been completed in early 2022.

The subsequent phase (phase 2) will be to leverage the inherent capacity of the M365 collaborations tools of which we see Teams and SharePoint be pivotal, to achieve our collaboration goals in both the administrative and clinical settings, by:

• Assessing and designing the future state of M365 architecture for Monash Health.


• Working within transformation clinical projects to support the delivery of virtual care solutions built on the M365 and Electronic Medical Record framework.


• Support other, data orientated, teams in the use of M365 to meet Monash Health’s strategic initiatives.

The above will be delivered utilising the various skills and experience of the Digital Health Division departments covering clinical informatics, training, project office and Information Technology.

This role will be responsible for supporting production M365 systems and tools, focusing on end user support, while working closely and collaboratively with the Digital Health team to deliver on the above goals.

This position will be based in Clayton but may be required to work across all Monash Health sites. The position reports to the Team Lead, Customer Care Level 2 and is a full-time fixed term 12-months contract.

Key result areas

• Providing operational support for M365 related faults, service requests, and queries within set SLAs.


• Ensuring ICT support tickets are managed in a timely manner and closed off with appropriate levels of documentation


• Professional and customer focused communications via both the ICT ticket management system and phone


• Provide technical phone and email assistance as an escalation point in support of the Service Desk


• Achieve set Key Performance Indicators (KPIs)


• Maintain and adhere to operational procedures and complete appropriate support documentation when procedures change


• Develop and maintain a customer focused culture and contribute to a friendly and co-operative working environment; fostering strong working relationships with all colleagues to deliver quality outcomes


• Build and leverage relationships internally across Technology Business Services teams such as Service Desk, Infrastructure, Desktop Experience, and Support Services.


• Provide quality assurance for all project deliverables including documentation requirements, design, test plans and handover documentation.


• Ability to prioritise and make decisions regarding technical solutions based on policy and operations guidelines.


• On-call after hours support based on rotational roster.


• Participate in ad hoc projects as directed by TBS management


• Other duties as assigned from time to time by TBS management
  
  
  
  
  

What we offer:

• Salary packaging 


• On-site fitness centre


• On-site subsidised car parking


• Monthly ADO’s (available for full-time employees)


• Free lifestyle management seminars (superannuation, retirement, etc.)


• Access to salary packaging, private health insurance and industry banking at competitive rates.

How to Apply

Monash Health recognises the value of equal employment opportunity and is committed to patient safety and promoting fairness, equity, and diversity in the workplace. At Monash Health we are relentless in our pursuit of excellence and work to our six guiding principles.

Applications will only be accepted via the Monash Health online Mercury System only. Email applications will not be considered.

Existing Monash Health Employees should apply using your Monash Health employee account. For any queries regarding employee accounts contact Recruitment Services by email – recruitment@monashhealth.org. 

Offers of employment can only be made once all required probity checks have been completed.  These include:

• reference checks;


• a clear Police Check conducted within the last three months;


• a current Victorian Employee Working with Children’s Check (or proof of payment for same);and


• proof of immunisation.

A request to conduct probity checks does not guarantee that an offer of employment will be made.

As part of our selection process, you may be invited by email to participate in an on-camera video interview.

Under the Victorian Public Health orders, all employees working within the Public Health system must be fully vaccinated against COVID-19 and are required to provide acceptable evidence of their vaccination status.  The current orders require evidence of three doses.
All applicants to positions with Monash Health will need to upload acceptable evidence of full vaccination against COVID-19 as part of their application.  Acceptable evidence is a copy of your Immunisation History Statement or your COVID-19 Digital Certificate, which can be accessed via MyGov.