APS6 Coordinating Officer, Online Health Systems Support

• NHHI Learning Management System (LMS), which hosts a suite of hand hygiene and infection prevention and control eLearning modules and online hand hygiene auditor training pathways
• NHHI Hand Hygiene Compliance Application (HHCApp), which is used by health service organisations to submit hand hygiene compliance data to manage and report on those data. In addition, the Commission operates the NHHI Help Desk, which provides telephone and email support services.

• Provide specialist technical input for ongoing development of the NHHI LMS and the HHCApp, including specifications for enhancement design, review and testing.
• Liaise with third party service providers about system operation and improvement.
• Coordinate and support enhancement of the functionality of the NHHI LMS and the HHCApp, including maintenance of the user and organisation databases.
• Provide support to system users and support and training to Commission staff, as required, about the operation of the NHHI online systems.
• Collaborate with other team members and other program teams within the Commission to support the work of the team.
• Coordinate the operation of the NHHI Help Desk, including managing the use and subscription of online customer support software (Freshdesk).
• Coordinate regular NHHI Help Desk performance reporting.
• Maintain the currency of NHHI content on the Commission’s website.
• Coordinate end of audit period data validation and reporting processes.
• Other duties as required which may include projects and providing assistance to the Commission’s corporate functions, such as assistance with reception duties.

• Demonstrated experience in the coordination and maintenance of online systems, such as online learning management systems, online databases or registries, or other relevant online applications in a health system context.
• Demonstrated experience in coordinating a help desk service or other customer support service, as well as experience in using online customer support software in a health system context.
• Demonstrated high level research and analytical skills and production of reports related to online customer support systems or other data collected electronically in a health system context.
• Demonstrated skill in providing customers with support for web-based applications in a health system context.
• Demonstrated highly developed communication and interpersonal skills, in particular, an excellent ability to train others in using customer support systems and online learning management systems or other relevant web-based applications.
• Demonstrated experience in developing web-based content for a variety of audiences in a health system context.

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