Application Support Analyst – Healthcare PAS/
Do you want a job with a purpose? And do you want to make healthcare safer, better and more reliable? Join our Team! Join us as our Application Support Analyst – Healthcare PAS/ at Dedalus, one of the World's leading healthcare technology companies, in Melbourne, Australia 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 the Application Support Analyst, you will be part of Healthcare PAS Support focusing on our new to region solutions. In this role, you will be responsible for the provision of functional and technical support for various solutions in our PAS portfolio, incorporating support for core PAS, Billing, Scheduling, document storage solutions, Health Department Extracts and new to region PAS/EMR interfacing, making a profound impact throughout the healthcare sector.
You will:
* 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
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
* 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
* Ability to build rapport with internal and external stakeholders
* Strong attention to detail
* Tertiary Degree in Health Information Management and/or Information Technology
* ITIL certification
* Health Information standard interfacing standards (HL7 and FHIR APIs) experience
* Demonstrates proven ability to help clients identify business challenges and lead them on a journey to solve these challenges and deliver the right outcomes
* Has a proven track record of achieving results and meeting and exceeding client expectations
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 cooperation 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: 26th June 2026.
Dedalus's Diversity & Inclusion Commitment sets out our approach to ensuring respect, inclusion and success for all our colleagues and the wider communities we operate in. We recognise that we have improvements to make and, on this journey, we must remain authentic, realistic and ambitious. We welcome applications from Aboriginal and Torres Strait Islander communities.
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