Your role at DynatraceWhat’s the role?As an IT Support Engineer, you’ll play a key role in keeping Dynatrace running smoothly day to day. You’ll support our teams by solving technical issues, improving how we work, and making sure our tools and environments work, both for in office and remote staff members. You’ll be working as part of a global IT team, but with a strong local presence in Sydney. It’s a hands-on role where no two days are quite the same, from troubleshooting devices to helping roll out new technology across the business. What you’ll be doing - Provide end-to-end support for IT incidents, service requests, and problems, ensuring people get back up and running quickly - Support employees via chat, tickets, email, and video, delivering a great support experience - Set up, maintain, and troubleshoot laptops, mobile devices, and peripherals (Mac and Windows environments) - Keep our meeting rooms and collaboration tech (e.g. Zoom Rooms) running reliably - Get involved in local and global IT projects like hardware rollouts, office moves, and new tech deployments - Create and maintain clear documentation to help scale knowledge across the team - Contribute ideas to improve processes and the overall workplace tech experience What will help you succeedWhat you’ll bring - Around 1–2 years+ experience in IT support, helpdesk or a similar role - A strong customer-first mindset and clear communication skills - Confidence troubleshooting issues and a willingness to learn on the go - Hands-on experience with Windows and/or MacOS environments and Microsoft 365 - Familiarity with tools like ServiceNow or Jira (or similar ticketing systems) - Exposure to device management tools such as Intune, Autopilot, JAMF, or SCCM - Ability to work both independently and as part of a global, distributed team - A flexible approach, with willingness to occasionally support across time zones Why you will love being a DynatracerAt Dynatrace, we’re building a culture where people can do their best work. You’ll join a supportive, collaborative environment where your ideas are valued and your growth is encouraged. You can expect: - A friendly, inclusive team with a strong sense of ownership - The chance to work with modern tools and technologies - Opportunities to learn, grow, and build your career in IT - A workplace that values balance, flexibility, and wellbeing Compensation and Rewards

Role Description The Epic Products Analyst, Senior applies advanced knowledge of healthcare operations and information technology principles to provide multifaceted direct Epic application support across the Epic software development life cycle for the design, development, implementation, testing, updating, integration, and maintenance of complex system configuration, system setup, and application tables by analyzing user, system, and application needs, and evaluating multiple alternative approaches to determine the best solution to meet the needs of the organization. Responsibilities - Conducts and attends meetings to review end-user performance, tracking and trending of issues, workflow problems, system capabilities, monitoring feedback, and potential system enhancement needs. - Performs workflow analysis, collects data, produces reports, and investigates issues in support of technical and business decision making efforts associated with the Epic software. - Assists with and coordinates the effort in change processes, content governance, and prioritization; implements approved new development, system enhancements, and releases. - Troubleshoots problems and responds to questions received from the Service Desk and end users in a timely manner. - Monitors system performance; troubleshoots and resolves application issues and system errors. - Leads the effort in the evaluation and implementation of new module releases. - Identifies, analyzes, and recommends improvements and enhancements to operational processes and system automation. - Provides status reports and updates trackers for IT/CE and facility development projects, service line expansions, break/fixes, planned upgrades, and other aspects of the IT/CE program portfolio. - Provides consulting support to Business Relationship Management teams to analyze business operations, investigate end-user preferences, and incorporate informatics best practices when making build decisions. - Creates security classification templates to provide the appropriate level of access, while ensuring the protection of patient health information. - Designs, modifies, and implements testing processes including script development, recording test results, facilitating end-user testing, testing hardware, and maintaining test environments. - Coordinates and participates in application upgrades and changes. - Monitors and collaborates with stakeholders during the integration of interfaced applications to ensure that the build and maintenance of the system and patient data integrity are not negatively impacted. - Analyzes, designs, configures, tests, and evaluates new or changed clinical/business application functionality and workflows to meet enterprise requirements; manages master file changes for new features. - Collaborates with Cogito analysts and others as needed for Epic native reports and dashboards. - Provides information and support to Instructional Designers to facilitate training development. - Ensures interoperability between Epic applications and other supporting applications. - Communicates with vendors regarding technical issues with Epic integration. - Utilizes understanding of IT trends and the practical application of existing, new, and emerging technologies to enable new and evolving business and operating models related to the Epic software. - Participates in the evaluation and selection of software product standards and services, as well as the design of standard and custom software configurations. - Analyzes the business-IT environment (run, grow, and transform the business) to detect critical deficiencies and recommend solutions for improvement, differentiation, and innovation. - Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA, and other federal, state, and local standards. - Maintains compliance with all Orlando Health policies and procedures. Qualifications - Bachelor's degree in a life science, healthcare administration, computer science, information systems, informatics, or a related study. - Associate’s degree and two (2) years of directly related work experience may substitute for the Bachelor’s degree. - High school diploma or equivalent and four (4) years of directly related work experience may also substitute for the Bachelor’s degree. - Epic certification in the primary build application is required within six (6) months of appointment and must be maintained. - Minimum of three (3) years of experience in an information technology field is required. - Experience with Epic or other electronic health record software products is preferred. Benefits - All Inclusive Benefits (start day one) - Student loan repayment, tuition reimbursement, FREE college education programs, retirement savings, paid paternity leave, fertility benefits, back up elder and childcare, pet insurance, PTO/Holidays, and more for full time and part time employees. - Forbes Recognizes Orlando Health as a Best-In-State Employer - Orlando Health is the top healthcare organization in the Metro Orlando area to make the prestigious list. - Employee-centric: Orlando Health has been selected as one of the “Best Places to Work in Healthcare” by Modern Healthcare.

• Supports the successful implementation of various complex financial institution debit and/or credit projects through execution of various technical tasks and quality checks • Lead client consultation on business and technical requirements • Incorporate requirements into overall project plan • Assigned complex, highly visible client projects and assume technical leadership role for assigned projects • Meet with client to discuss specifications for complex projects • Work with client and vendors to determine project options • Complete Gap Analysis to define system set-up requirements • Provide consulting and guidance to client on best approach to meet their business requirements for assigned implementations • Understand client business requirements and communicate between technical groups at client and vendor locations • Data map technical files between systems • Work with client staff and vendors to execute project plan, ensuring tasks are completed accurately and on time • Identify and report outstanding issues to assigned project manager and assist with issue resolution • Ensure quality in implementation process • Communicate technical aspects and requirements of implementations with third-party vendors and internal Project Support Team • Validate system parameters and conduct testing; modify program parameters as necessary • Provide technical support to clients during design, development, and implementation phases of project • Provide extended hour post-implementation support for projects • Follow change control and appropriate change management processes • Develop working relationships with clients and internal business partners/project team members • Assist with identifying improvements to defined processes within department • Assist with training and mentorship of less tenured Analysts

• Experiência em metodologias de testes • Planejamento, elaboração e execução de testes • Escrever cenários de teste utilizando BDD com Gherkin • Utilizar ferramentas de gerenciamento de testes, preferencialmente Zephyr • Identificar, documentar e rastrear defeitos • Gerenciar atividades de teste utilizando Jira • Realizar testes automatizados com frameworks como Cypress, Selenium e Robot Framework • Manusear bancos de dados e executar consultas SQL