Take the next step in your career with this exciting opportunity within Service Management and Improvement, Enterprise Technology Services Branch.

Job details

The role 

Reporting to the Director, Service Management and improvement, the Reporting and Analysis Manager is responsible for delivering customer insights to eHealth Queensland staff and identifying performance insights that promote end-to-end improvement in eHealth Queensland's service delivery to its customers.

The Reporting and Analysis Manager leads a specialist team of Business Intelligence and Performance Reporting experts, managing and setting the direction of current and future activities. The manager adds value through extensive knowledge of Business Intelligence and Performance Reporting, coupled with extensive knowledge of the operations of eHealth Queensland and its customers, to implement value-adding performance reporting and analysis solutions based on industry standards and best practices. They are expected to possess leadership skills to bring together multi-disciplined teams to embed performance reporting and analysis into service operations as well as providing peer mentoring, guidance and internal development. The role will work broadly across the Enterprise Technology Services branch plus other areas of eHealth, with varied stakeholders and customers.

Key responsibilities:

• Manage the core eHealth Queensland customer intelligence and service performance reporting and analysis operational processes ensuring that they meet the needs of eHealth Queensland's customers and support teams
  • Measure and report outcomes and performance against defined metrics
  • Optimise toolsets to standardise and automate processes as much as possible
• Lead and manage a team of Business Intelligence and Performance Reporting specialists, instilling a culture of customer-first, continual improvement and analytical best practice and innovation
• Develop and maintain the framework for service delivery performance reporting and analysis, ensuring that the process provides trustworthy data and timely delivery of information and analysis to reduce the delays in decision-making processes caused by complex or disparate manual processes, and provides end-to-end insight across eHealth Queensland's services

About you

We are searching for someone who:

• Demonstrated knowledge and experience of the service management capabilities of ServiceNow, the SQL Server toolset as it supports best practice data management, specifically in a data warehousing environment, and Power BI to provide information that supports effective decision-making.
• Demonstrated high level understanding of Business Intelligence and Performance Reporting frameworks and best practice, as they apply to a large ICT customer service delivery organisation
• Demonstrated ability to design, implement and promote effective Business Intelligence and Performance Reporting frameworks and solutions within a large, complex service delivery organisation
• Advanced interpersonal, communication, negotiation, consultation and collaboration skills incorporating the ability to liaise and consult effectively with personnel at all levels within and external to eHealth Queensland
• Demonstrated high level organisational skills including the ability to establish own work priorities and manage time effectively, whilst remaining flexible to respond to changing needs in a busy environment
• High level oral and written communication skills, including the ability to compile complex reports, briefs, correspondence and submissions on behalf of the Director, Service Management and Improvement
• Demonstrated high level research, analytical, conceptual and problem solving skills including the proven capacity to initiate appropriate strategic and operational responses to key issues affecting the enterprise
• Highly developed stakeholder engagement and management skills with the ability to build strong relationships with both internal and external stakeholders
• Demonstrated ability to lead, manage and mentor staff committed to the delivery of a diverse and dynamic work program to achieve positive service outcomes for customers while effectively managing conflicting demands and tight time frames

Ready to apply?

For further information on how to apply please review the attached Role Description.

Further information

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

Applications will remain current for a period of up to 12 months and may be considered for other vacancies which may include an alternative employment basis (temporary; full time or part time).

Documents

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

• DoH Applicant Pack (PDF)
  
  AO8 Manager Reporting & Analysis RD (PDF)