Position Overview

The Service Improvement Analyst is a member of the service transformation team delivering business and technology solutions for services provided by the Division of Services and Resources.

This role is one of two Service Improvement Analysts in the team, who are responsible for the discovery, design and implementation of service improvement opportunities, aimed at enhancing customer experience. Service improvement projects will be delivered through working in cross-functional teams, using an Agile methodology.

While the service transformation team sits within the Planning, Performance and Analytics Directorate, the scope of service improvements opportunities is broad and spans across all services provided by DSR. Service Improvements Analysts may specialise in either Finance, Human Resources and/or Service Now systems.

Division of Services and Resources

The Division of Services and Resources comprises a number of Directorates and Offices, including Financial and Business Services; Estate; Human Resources; Planning, Performance and Analytics; Technology Solutions; and the Health, Safety and Environment Unit, whose activities foster and promote innovation and best practice in the delivery of its services and provide the frameworks and support to assist the Academy and Service Divisions achieve their goals and objectives.

The Division is responsible for overall strategy in relation to: planning, performance and budgeting framework; strategic procurement; financial and human resources; technology solutions services; business intelligence and statistical reporting; strategic commercial activities, including in relation to the Controlled Entities, the Discovery Rise project and Retail outlets; quality enhancement and policy framework; capital infrastructure planning and maintenance and delivery of capital projects for technology solutions and the Estate; health and safety management and compliance; provision of campus services including cleaning, grounds maintenance, security and student accommodation.

The Division has a strong customer service ethic and continuous improvement culture. We are receptive to new ideas and ways in which we can enhance our delivery of services for the University.

Planning, Performance and Analytics Directorate

The Planning, Performance and Analytics Directorate is a key resource to the senior management of the University, providing accurate and timely management information, business insight and analytics to support evidence-based decision making. The Directorate has oversight of the University’s quality framework and process improvement activities, management of the University’s planning and performance measurement processes, and policy library.

Organisational Charts

James Cook University

Principal Accountabilities

1. In collaboration with stakeholders, subject matters experts and service owners, discover, define, and design innovative business and technology solutions to maximise benefit to customers.
2. Work effectively in cross-functional teams to successfully implement a wide range of DSR service improvement projects using an Agile methodology and collaborating with other work units.
3. Proactively identify opportunities to integrate corporate information systems to maximize benefits to customers and streamline processes.
4. Manage business improvement projects including the implementation of systems, processes and technology solutions, through all stages from project initiation through to completion, ensuring that project outcomes are achieved on time, within budget and to agreed specifications and quality.
5. Provide training and advice to DSR staff and University colleagues on business improvement tools (including Promapp) and service management technologies (including Service Now) used across the University to educate stakeholders.
6. Implement and communicate changes to strategies, structures, policies, processes, and corporate information systems resulting from business improvement activities.
7. Develop and maintain effective working relationships, and liaise with colleagues to be aware of and understand business developments and service requirements.
8. Support the University's commitment to the principles of reconciliation, which exemplify respect for Aboriginal and Torres Strait Islander heritage and the valuing of justice and equity for all Australians.
9. Demonstrate a commitment to the University values and Divisional attributes.
10. Support the principles of the TropEco program and engage in commitment to JCU sustainability goals and objectives.

Descriptors

There are generic responsibilities that apply to all James Cook University staff. Your specific level descriptor can be found within the Enterprise Agreement.

Generic Accountabilities

There are generic responsibilities that apply to all James Cook University staff.

1. The Service Improvement Analyst is required to observe the lawful and reasonable directions, policies and decisions of the University Council, understand and comply with the Enterprise Agreement, the Statutes and Rules of the University, the policies and decisions of the University Council and other appropriate University authorities, as in force from time to time.
2. The Service Improvement Analyst is required to demonstrate a personal commitment to ensure personal safety and the safety of others and contribute to the continuous improvement of our WHS performance. This includes the effective implementation and compliance with James Cook University WHS policies, procedures and safe systems of work, together with all relevant legislation, duties and obligations. Contribute to the continuous improvement of our WHS performance.
3. The Service Improvement Analyst is required to exercise proper discretion in all matters affecting the well-being of the University which involve public writing or speaking in accordance with the University’s Code of Conduct.

Selection Criteria

Selection and appointments will be assessed against selection criteria.

Essential

1. Degree qualification in Information Technology, Business, Human Resources or other related discipline and at least 4 years subsequent relevant experience including strong technical business improvement experience or an equivalent combination of relevant experience and/or education and/or training.
2. Demonstrated detailed knowledge and experience in business process re-engineering and demonstrated capacity to undertake complex analysis related to the enhancement or integration of information systems.
3. Demonstrated ability to successfully utilise initiative to undertake assignments with the ability to meet a range of competing deadlines and a capacity to work collaboratively and effectively within a team. High level oral communication, negotiation and interpersonal skills with proven ability to influence and communicate needed change clearly and concisely and to emphasise the benefits.
4. Demonstrated programming skills in at least two languages, preferably SQL and JavaScript.
5. Proven knowledge of and experience in facilitating change.

Desirable

1. Experience working in a University or public sector environment.
2. Knowledge and experience with Finance One accounting package, Ascender HRMIS and/ or Service Now.