The Digital Customer (Smart Service Queensland) team within the Department of Customer Services, Open Data and Small and Family Business provides digitally enabled whole-of-government services to the Queensland public through multiple channels including phone, counter and online. This stream brings together technology, development, products, design, engagement, and operations to deliver simpler connected services.

Job details

As the Senior Digital Analyst, you will:

• Investigate, analyse, develop and implement technical online and self-service solutions that meet client and customer needs, working in accordance with government and industry best practice standards and guidelines.
• Co-ordinate the Service Desk functions on behalf of the Service Management team and provide timely and professional support to customers
• Provide mentoring and training to the SM team as new requirements are identified, or as required/assigned
• Participate in the On-call Roster (24/7 customer support function)
• Establish policy, process, procedures and toolsets to support IT Service Management.
• Monitor service benefits, performance and usage statistics.
• Report to management including lifecycle management and continuous improvement plans.
• Ensure SLAs and customer service standards are adhered to by monitoring and reporting on online services performance.
• Manage Change, Release and Deployment Management, aligning to a Continuous Integration / Continuous Deployment (CICD) model where appropriate.
• Manage project initiation, planning, implementation and finalisation of ITSMrelated projects, through the execution of end-to-end project management strategies using suitable Project Management practices
• Write technical specifications and operational plans that align to overall customer experience and enterprise architecture frameworks.
• Maintain supplier relationships and monitor service delivery agreements with suppliers, including participating in negotiations for service agreements.
• Implement security policy and contribute to development of standards and guidelines.
• Manage risk assessment, business impact analysis and stakeholder management ensuring proportionate response to security vulnerability information.

Applications will remain current for 12 months.

Further information

We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.

Please ensure you download all attachments and follow the instructions on how to apply.

Documents

Before applying for this vacancy please ensure you read the documents below.

• TMR applicant-guide (PDF, 301KB)
  
  
  654048 25 Role Description (Word, 295KB)
  Role Description