Systems and Operations Support Lead with Fulgent Australia
Dulwich, Adelaide | 5 days/week (1.0 FTE)
Salary: Up to $100K for FTE + super .
Fulgent Australia is bringing world-class clinical genomics capabilities to Adelaide, backed by Fulgent Genetics (NASDAQ: FLGT) in the United States. Our testing supports clinicians and patients by providing high-quality genetic testing services that help clinical diagnosis and evaluation of complex conditions, clinical decision making, early intervention and personalised treatment planning. Our Adelaide team combines global expertise with passionate local talent, advancing access to cutting-edge genomics and supporting meaningful improvements in patient journeys.
We are seeking motivated Systems and Operations Lead to join our team. If you enjoy problem solving, learning new skills, and working in a fast-paced environment, this is an opportunity to make a meaningful contribution while growing your career. You will work with leaders and teams who are genuinely passionate about the purpose of their work and the impact it has in healthcare.
What We're Looking For:
The Systems & Operations Support Lead is responsible for managing and maintaining Fulgent Australia's local IT infrastructure, ensuring the smooth operation of both IT systems and clinical diagnostic platforms. The role also supports Fulgent's Laboratory Information Management Systems (FLIMS) and Pipeline Integration Management System (PLM), addressing system issues and user interface problems that impact laboratory workflows and ensuring operational continuity.
In addition to IT system management, the position involves operational tracking, where the lead monitors priority or clinicallu urgent cases through their workflows, proactively identifying potential risks, and collaborating with the Operations team to minimise disruptions to turnaround times. The Systems & Operations Support Lead also works closely with vendors to address hardware failures, coordinating diagnostics, repairs, and part replacements as necessary.
As the first point of contact for all local IT and systems troubleshooting, the role also addresses Tier 1 issues related to FLIMS or pipeline integration and escalates more complex Tier 2/3 issues, such as system bugs or integration failures, to Fulgent Genetics US support teams for resolution. This ensures that all operational systems remain efficient and responsive.
The position requires strong IT problem-solving skills, a solid understanding of system architecture, and the ability to handle SQL/data requests. Effective documentation and clear communication are crucial to ensure issues and resolutions are well-tracked and shared across teams. Additionally, the Systems & Operations Support Lead plays a key role in liaising with vendors to ensure hardware and software systems are aligned with operational needs and best practices.
No prior experience in genetics or bioinformatics is required; training will be provided.
Your Key Responsibilities
1. IT Systems Management & Support
2. First-line support for daily tech issues, including hardware, software, user access, AV, printer, and connectivity issues
3. Inventory management of all IT assets, including assignment, location, warranty, and support status
4. Maintenance of IT infrastructure and security systems in compliance with relevant security and privacy laws and standards
5. Assist in identifying areas for improvement in IT setup and processes, proposing changes to the US ICT teams where appropriate
6. Support lab-based teams with systems relevant to the clinical diagnostic environment, including hardware and user interface troubleshooting, and coordinate with vendors to resolve hardware failures or service issues
7. Manage Microsoft 365 and on-premises Active Directory user accounts, licensing, and access permissions in accordance with internal security policies and procedures, including general maintenance of group policies, organizational unit structures, and account security settings
8. Develop, maintain, and regularly review SOPs, troubleshooting guides, and internal IT documentation (e.g. onboarding, known issues, escalation workflows)
9. Tier 1 FLIMS & PLM Support
10. Act as the first point of contact for all local FLIMS/PLM queries and technical issues
11. Ensure FLIMS and PLM system functionality and support coverage during Australian business hours with the assistance of US based support teams
12. Respond to workflow interruptions, stuck activities, inaccessible files, or failed data uploads
13. Escalate bugs or feature issues to the relevant US teams with appropriate logs and context
14. Retain ownership of escalated issues by tracking progress and providing timely updates to AU stakeholders until resolution
15. Administer user access, conduct minor system confiuration, and provide user training
16. Operational Tracking
17. Track urgent and critical cases through FLIMS/PLM from end to end
18. Monitor throughput and system health to anticipate bottlenecks, identify risks that could impact quality and turnaroundtime, and recommend areas of improvement
19. Ongoing Development and Internal Capability Building
20. Maintain up-to-date knowledge of FLIMS architecture and support processes
21. Take responsibility for your own skill development through self-learning and support from US and AU colleagues
22. Partner with lab, bioinformatics, and ops teams to grow internal system literacy
23. Participate in local implementation and testing of new IT or FLIMS tools, features, or system updates, ensuring they meet operational requirements
24. Maintain a current training record or competency matrix to support audit readiness and identify development needs
What You'll Bring
* Qualification in Computer Science or IT with a strong foundation in IT systems management and support.
* Minimum 2 years' experience in system administration, with a focus on server infrastructure, network management, and enterprise-level applications (beyond desktop support).
* Proven troubleshooting skills and the ability to resolve complex technical issues related to both hardware and software
* Proficiency in Microsoft 365 administration including Teams, SharePoint, Intune and AutoPilot
* Active Directory management
* Managing Windows environments
* Experience in managing and prioritising ICT service requests
* Ability to perform SQL queries for data extraction and troubleshooting requests.
* Excellent communication skills, with the ability to translate complex technical issues into clear, concise language for both technical and non-technical stakeholders.
* Strong collaboration skills, with the ability to work closely with cross-functional teams (local and remote) to ensure smooth system performance and minimise disruptions.
* Agile, flexible, and customer-oriented approach, with a focus on delivering high-quality support and maintaining operational efficiency.
* Experience managing and troubleshooting issues independently, and effectively
* Self-motivated with a proactive approach to identifying and resolving potential issues before they impact operations
Nice to have (but not essential)
* Experience supporting systems in regulated or healthcare environments
* Comfort with Linux navigation, system logs, and SSH connections (training provided if required)
* Familiarity witworkflow management systems
* Ability to read simple Bash or Python scripts
* Understanding of JSON, XML, CSV, and other structured data formats
Why Join Fulgent?
This is a growth phase role - perfect for someone who enjoys shaping and improving people operations in a purpose-driven environment.
* Supportive team and meaningful mission in healthcare
* Modern, purpose-built laboratory and office
* Free onsite parking
* Victoria Park across the road - perfect for lunchtime walks or bike rides
* Café next door and Dulwich Village nearby
* Collaboration with global peers and future growth opportunities
We welcome all backgrounds
We value diversity and inclusion and encourage applications from people of all backgrounds and identities, including Aboriginal and Torres Strait Islander peoples, culturally and linguistically diverse individuals, people with disability, and LGBTQIA+ communities. If you need adjustments at any stage, just let us know.
Apply Now
Early applications are encouraged - we review as we go.
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