Senior Application Support Analyst

Be part of our Digital Services team - shaping the future of digital healthcare for all New Zealanders Health New Zealand | Te Whatu Ora is the country's largest employer, delivering universal public healthcare to 5 million New Zealanders. We provide essential hospital, specialist, and community health services across more than 80 locations – from large urban centres to rural towns and remote communities. Our goal is to improve health outcomes for all New Zealanders by delivering equitable, accessible, and innovative care. About the role Are you ready to be the expert others turn to? In this fixed-term role as a Senior Application Support Analyst, you'll play a critical role in supporting innovative digital health solutions that are transforming the way care is delivered across Aotearoa. As Health NZ continues to expand the use of Ambient AI technologies, including Ambient AI Scribe applications, dedicated application support is essential to ensure support requests are effectively triaged, investigated, and resolved. This role will provide focused operational support as adoption grows, helping to deliver a reliable and positive experience for clinical users while ensuring the ongoing stability and performance of the wider application environment. Working alongside a team supporting clinical systems used across New Zealand, you will: Provide expert support for Ambient AI Scribe applications, ensuring incidents and service requests are managed efficiently and effectively. Troubleshoot complex application issues, perform root cause analysis, and implement sustainable solutions. Maintain the stability, security, and performance of critical clinical applications and supporting technologies. Support system enhancements, upgrades, releases, and project go-lives to ensure seamless service delivery. Contribute to service improvement initiatives that enhance user experience and operational performance. Mentor and support team members, sharing knowledge and helping build capability across the wider Digital Services team. Work closely with clinicians, vendors, and stakeholders to ensure applications continue to meet operational and clinical needs. By providing dedicated support capacity, you'll help minimise disruption to existing application support services, reduce the risk of delays in user support, and protect the stability of core clinical systems. Your contribution will enable Digital Services to meet growing demand for Ambient AI technologies while maintaining high-quality support across the broader application portfolio. This is an opportunity to make a real impact by strengthening the digital backbone that supports healthcare delivery across New Zealand. You may also be required to support after-hours incidents, project go-lives, and on-call roster responsibilities, ensuring critical services remain available when they are needed most. About the team Our Digital Applications & Products function, part of Digital Services, sits at the heart of keeping Health NZ's applications and products connected, secure, and running smoothly. We focus on making applications simpler, more reliable, and better aligned to the needs of our people and patients. With dedicated teams structured around the applications and products they support, we deliver stability, faster improvements, and real value to clinicians, operational leaders, and end users nationwide. By working closely with our Digital Delivery function, we ensure our digital services are not only fit-for-purpose but truly enable better healthcare outcomes across Aotearoa. About you You're a natural problem-solver, a mentor, and a trusted technical leader. You bring strong application support expertise, enjoy solving complex issues, and take pride in delivering reliable outcomes. You'll also bring: Extensive senior-level application support experience, ideally 5-7 years in IT/application support environments At least 2 years' experience mentoring, coaching, or leading others Strong troubleshooting, problem management, and root cause analysis capability Experience implementing sustainable fixes and service improvements across complex systems Proven ability to build positive working relationships with stakeholders at all levels Experience with service management tools such as ServiceNow and Jira Service Management Relevant IT qualifications, with ITIL Expert/Master highly desirable A strong sense of accountability, professionalism, and personal ownership MSSQL Web and application hosting technologies (IIS, Tomcat) Integration platforms (Rhapsody) Observability and monitoring tools such as Datadog Experience supporting healthcare, clinical, or AI-enabled applications You will also demonstrate an understanding of Te Tiriti o Waitangi and how to apply its principles in a meaningful way within your role, contributing to equitable outcomes for all New Zealanders. A commitment to continuous self-development, reflective leadership practice, and the highest standards of integrity and professional conduct will be essential for success in this role. Working for Health New Zealand Health New Zealand | Te Whatu Ora is dedicated to ensuring excellent healthcare for the people of New Zealand. We embrace a workforce that is diverse and inclusive so that we are better positioned to understand and serve our communities. We welcome applications from our diverse Māori, Pacific, disabled, and rainbow communities. Whilst Health New Zealand is undergoing change, affected employees will be given preference and priority where applicable Job details Job Reference: Job Reference: HNZ/1930258/2 Location: New Zealand - All Locations - Work from where you are Job type: Job type: Fixed Term Expertise: Non-clinical - Information Technology - Information Technology #J-18808-Ljbffr