Service Operations Coordinator

About the Role

Hills Health Solutions delivers technology and service support that helps hospitals, aged care providers, and other healthcare organisations across Australia work more safely and efficiently. By joining the team, you’ll be contributing to tools and services that improve communication for clinicians, strengthen patient connection, and support daily operations in healthcare settings.

As a Service Operations Coordinator, you’ll be the primary contact for customers needing service help. The position covers incident handling, service request management, customer communication, scheduling coordination, administration, and entry-level technical support. You’ll work alongside field technicians, engineers, and internal teams to keep service delivery running smoothly and ensure customers receive a high-quality experience.

Why Join Hills Health

• Your work will directly contribute to better care outcomes for patients and healthcare teams.
• You’ll be part of a collaborative, inclusive, and people-oriented workplace.
• Training and internal progression opportunities are available to support your development.
• The organisation is well established and trusted across healthcare networks in Australia.
• There is a strong focus on wellbeing, supportive leadership, and a workable balance between work and life.
• The team values trust, a growth mindset, outcome-driven thinking, teamwork, and personal ownership.

Key Responsibilities

• Handle customer phone calls, emails, and service requests in a professional and timely manner.
• Record, classify, and rank incidents according to urgency and business impact.
• Track ticket queues, service workflows, SLA targets, and escalation paths.
• Resolve routine first-line support issues and product-related queries, escalating more complex matters when required.
• Keep the CMDB and asset records accurate and up to date.
• Manage service invoice processing and payment tasks to the required standards.
• Stay current on Hills brands, products, and service offerings.
• Follow ITIL-based service management practices in daily work.
• Support knowledge base content and ongoing service improvement efforts.

What You Bring

• Proven hands-on experience with Jira and Jira Service Management is essential.
• Background in a service desk, service coordination, or similar support role.
• Working knowledge of incident, request, change, and problem management processes.
• Strong customer service skills and clear written and verbal communication.
• Good planning, organisation, and time management capability.
• Careful attention to detail and a strong focus on accuracy.
• Ability to balance multiple priorities in a busy environment.
• Confidence working with colleagues and stakeholders across different functions.

Qualifications and Requirements

• Strong working knowledge of Jira and Jira Service Management is mandatory.
• Experience in ITIL-aligned service environments is highly desirable.
• A Certificate or Diploma in Information Technology, Business Administration, or equivalent practical experience is preferred.
• ITIL Foundation certification is an advantage.
• Experience with service management platforms such as Jira Service Management, Odoo, or ServiceNow is beneficial.
• A Working With Children Check is required, or the willingness to obtain one.
• A National Police Check is required for healthcare compliance.

Additional Information

This role is based onsite in Port Melbourne, Victoria, Australia. It is a full-time position. The role includes service invoicing, incident management, CMDB maintenance, coordination of P1 major incidents, and support for ITIL-aligned processes. The organisation also highlights career development, training, internal growth, wellbeing, and a supportive leadership style as part of the broader employee experience.

Join the Team

This is an opportunity to build your career with an organisation that values its people, customers, and the healthcare professionals it serves. If you’re looking for a role where your work has visible impact, this position offers a chance to contribute meaningfully to Australian healthcare operations.