About the role
This role sits within the Florence project in the Strategic Growth and Partnerships Team and provides product ownership and user support, focusing on improving the product experience through effective enquiry management, issue resolution and continuous product enhancement.
You will act as the link between users, the team and the development partner, ensuring that reported issues are understood, prioritised and translated into meaningful product improvements, while establishing clear and consistent support processes.
What you’ll be doing
Supporting the product and its users
Manage help desk enquiries and provide timely, high-quality responses.
Investigate and resolve issues, escalating where needed.
Identify recurring themes and opportunities for improvement.
Driving product improvements
Translate feedback and insights into actionable backlog items.
Support prioritisation of fixes and enhancements.
Test and validate updates to ensure a high-quality user experience.
Connecting people and priorities
Work closely with our development partner and internal teams.
Communicate clearly across technical and non-technical audiences.
Help align user needs with delivery and business priorities.
About you
You’re someone who:
Enjoys solving problems and making things better.
Has strong attention to detail and follows things through..
Is comfortable working across competing priorities.
Communicates clearly and confidently with different audiences.
Can work pragmatically in a fast-moving environment.
Your experience
Experience in a product, digital, platform or support-focused role.
Familiarity with backlogs, user stories and iterative delivery.
Experience responding to or managing user support enquiries.
Nice to have:
Exposure to tools like Craft CMS, Zoho or HubSpot.
Experience in health, education or workforce platforms.
Why join APNA?
Contribute to a growing digital platform with real impact for nurses across Australia.
Help shape how nurses learn, connect and build their careers.
Work in a collaborative environment that values initiative, practical thinking and delivery.
Who we are:
The Australian Primary Health Care Nurses Association (APNA) is the peak body and professional membership association for all nurses working outside of a hospital setting in Australia.
We provide benefits to the 104,000 nurses working across aged care, community, general practice, schools, prisons and a range of other primary health care settings.
APNA champions the role of primary health care nurses; to advance professional recognition, ensure workforce sustainability, nurture leadership in health, and optimise the role of nurses in person-centred care.
As an organisation, we are dynamic and future focused. We have a strong, positive, fun and committed organisational culture and offer flexible working arrangements.
Our Values
Better Together – We are passionate and collaborative, fostering an environment where diversity is valued and all voices are heard.
Positive Disruptor – We are community-minded champions of change, innately curious and always open to innovation and ideas of the future.
Pursue Excellence – We are evidence-based in our approach and hold our stakeholders and each other accountable as we strive for the highest standards of excellence.
Our values are important in inspiring our work, informing our decision-making, giving us a clear identity and personality, and deciding both what we want to do, and how we want to do it. Together, we will make Australia healthier.
Interested?
Apply now or reach out to learn more Prue.wentworth@apna.asn.au
