Join Hills Health Solutions – Supporting Healthcare Through Technology & Service Excellence

At Hills Health Solutions, we’re proud to deliver technology that supports Australia’s hospitals, aged care facilities, and healthcare providers every day. Our systems help clinicians communicate faster, patients feel more connected, and hospitals operate safely and efficiently.

When you join Hills, you become part of a team that’s making a difference in Australian healthcare.

Why You’ll Love Working with Us:

• Meaningful Work – What you do every day supports better patient care • Strong Team Culture – Collaborative, inclusive, and people-focused • Career Development – Access to ongoing training and internal growth opportunities • Stable & Respected Brand – Trusted by healthcare networks across Australia • Work-Life Balance – Hybrid options, wellbeing focus, and supportive leadership • Values That Matter – Trust, Growth Mindset, Outcomes Focused, Team Player, and Takes Ownership

About the Role

As a Service Operations Coordinator, you will be the first point of contact for customers requiring service support and assistance. You will manage incidents, service requests, and customer communications while ensuring all activities are accurately recorded and managed.

This role combines customer service, Scheduling coordination, administration, and Level 1 technical support. You will work closely with field technicians, engineers, and internal stakeholders to ensure efficient service delivery and an exceptional customer experience.

You will also support service invoicing, incident management, CMDB updates, P1 major incident coordination, and ITIL-aligned service processes.

Key Responsibilities

• Respond to customer calls, emails, and service requests professionally and promptly
• Log, categorise, and prioritise incidents based on impact and urgency
• Monitor and manage ticket queues, workflows, SLAs, and escalations
• Resolve common first-line Level 1 support and product issues, escalating when needed
• Update the CMDB and asset registers accurately
• Process service invoices and payments to required standards
• Maintain current knowledge of Hills brands, products, and services
• Ensure all work is completed in accordance with ITIL service management principles
• Contribute to the knowledge base and continuous improvement initiatives

What You Bring

• Strong Jira and Jira Service Management (JSM) experience is essential
• Previous experience in a Service Desk, Service Coordination role
• Understanding of incident, request, change, and problem management processes
• Excellent communication and customer service skills
• Strong organisational and time management abilities
• High attention to detail and commitment to process accuracy
• Ability to manage competing priorities in a fast-paced environment
• Strong teamwork and stakeholder management skills

Qualifications

• Strong Jira and Jira Service Management (JSM) knowledge is mandatory
• Experience working within ITIL-aligned service environments highly regarded
• Certificate or Diploma in Information Technology, Business Administration, or equivalent experience
• ITIL Foundation Certification (desirable)
• Experience with service management platforms such as Jira Service Management, Odoo, ServiceNow
• Working With Children Check (or willingness to obtain)
• National Police Check (required for healthcare compliance)

Join Us

This is your opportunity to grow your career with a company that genuinely cares — about its people, its customers, and the healthcare professionals we support.

If you’re ready to be part of a team where your work truly makes a difference, apply today and start your journey with Hills Health Solutions.