Systems Support Officer - Alayacare
Since 2005, Just Better Care has grown into a national network of around 46 Just Better Care offices delivering in-home aged care and disability support. Each office is independently owned and run by a local Franchise Owner who knows their community and leads their own team of Support Workers, Nurses and office based staff.
The Just Better Care Australia team in Manly is the Franchisor and Franchise Network Support Office. We don’t deliver care ourselves; we make it easier for the people who do. Our central teams provide operations, IT, compliance, clinical governance, HR and marketing support so that Franchise Owners and their Just Better Care team members can spend less time wrestling with systems and more time with the people they support.
About the role
AlayaCare is the care management platform used every day across the Just Better Care network. As Systems Support Officer in our Transformation and Technology team, you’ll be the go-to person when Just Better Care offices need help with AlayaCare.
What you’ll do
Provide first and second-line support to Franchise Owners and Just Better Care team members using AlayaCare
Troubleshoot and resolve platform issues promptly, escalating complex problems to the wider Transformation and Technology team or the vendor where needed
Keep clear records of tickets, issues and resolutions, and build a knowledge base that helps offices help themselves
Test configuration changes, updates and patches before they reach the network
Monitor system performance and flag recurring issues or opportunities to improve how the platform is set up and used
Deliver training and practical guidance to Just Better Care offices, both remotely and in person when needed
Follow security and privacy protocols, and help Just Better Care offices handle sensitive client and health information appropriately
What you’ll bring
Experience in IT support or a service desk role
Hands-on experience with AlayaCare or similar care management software (highly regarded)
Strong troubleshooting skills and a methodical approach to problems
The ability to explain technical concepts plainly to non-technical users, including over the phone or video
Comfort managing competing requests from many sites while keeping service levels high
Experience with ticketing and service desk tools
Experience in aged care, disability, healthcare or community services (a bonus, not a must)
What we offer
6 month full-time fixed term contract
A chance to see how a national care network operates and to make a visible difference to Just Better Care offices across Australia
A friendly, collaborative team at the Network Support Office in Manly, close to transport.
We welcome conversations about flexibility and any adjustments that would help you do your best work.
How to apply
Send your CV and a short cover letter telling us about your support experience and any work with AlayaCare or similar platforms.