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ClusterTransportAgencyCorporate ServicesDivision/Branch/UnitGroup Information TechnologyRole number51019412Classification/Grade/BandGrade 8Senior executive work level standardsWork Contribution Stream: Service/Operational DeliveryANZSCO Code133211PCAT Code1229191Date of Approval04 March 2021Agency Website overviewTransport for NSW (TfNSW) is the lead agency of the NSW Transport cluster. At Transport, we’re passionate about making NSW a better place to live, work and visit. Our vision is of a connected roads and public transport network that has higher capacity and gives people the freedom to choose how and when they get around, no matter where they live and work. Right now, we’re delivering a $41.5bn program – the largest this nation has ever seen – to keep people and goods moving, connect communities and shape the future of our cities, centres and regions. At Transport, we’re also committed to creating a diverse, inclusive and flexible workforce which reflects the community and the customers we serve.Primary purpose of the roleThis role will support the delivery of key strategic End User Services projects and support projects that are aimed at internal Transport for NSW end users under the End User Services program.Key accountabilitiesWork with stakeholders to understand project deliverables, identify solutions that require support services and if these services need to be changed, on-boarded or off-boardedAnalyse the current service support environment for the solutions, review “As-Is” documentation, workflows, knowledge based articles and support team interactionsProduce or modify Service Definitions for all aspects of the service/s in collaboration with key stakeholders and service ownersIdentify Service Request requirements with key stakeholders, design Service Request forms, identify any approval requirements, design support workflows, coordinate the creation/modification of Service Request forms, approvals and workflows, write use cases and test cases, support Service Request form and workflow UAT if required and collaborate with various teams to ensure usabilityReview technical solution documentation, Service Request form and workflow UAT results and work with technical analysts to create Knowledge Based Articles for support teamsProduce any end user Knowledge Based Articles if requiredCoordinate the operational change management processes in conjunction with the Project Manager for any service modification / on-boarding deliverablesInvestigate and analyse business problems or opportunities which contribute to improvements in business processes, policies and information systems.Model the current ‘As-Is’ and future ‘To-Be’ processes and tooling integrations, which form the basis for process redesign and improvementsRecommend solutions that enable the organisation to achieve the targeted business outcomes and deliver business valueLiaise with stakeholders/customers to elicit, prioritise, validate and document requirements, which form the basis of change to business processes, policies or systemsPoint of contact for the agency for any application on-boarding activitiesLiaison between IT and agency for tasks trackingOwnership of tracking and reporting a number of dependent applicationsKey challengesWorking with a diverse range of stakeholders in a complex business environment currently undergoing significant changeEnsuring that all activities of the project are underpinned by best practice governance and methodologiesContributing to improvements in the internal processes of the EUS Program.Key relationshipsWho WhyInternalManagerGuidance and direction and organisational objectives Determine high level and strategic priorities Escalate complex issues and problemsWork TeamMaintain a collaborative working relationshipCustomers/ClientsResolve issues and provide solutions to problems Provide advice to improve day to day business performanceExternalVendors/Service providersEstablish and manage business partnerships, contracts andarrangements for service provision as requiredRole dimensionsDecision makingAs per the delegations for the roleReporting lineThis role reports to the relevant reporting line managerDirect reportsNilBudget/ExpenditureTo be advisedKey knowledge and experienceStrong Service Design skills and extensive experienceBusiness Analyst Lead in business process improvement initiatives.Business Analyst team member in major end-to-end business process re-engineering or business transformation initiatives.Business Analyst team member in major Information Technology delivery projects ensuring solution enables business processes.Knowledge of the Business Analysis, Lean Six Sigma (or equivalent) methodology and tools.Essential requirementsDesired business and/or technology tertiary qualifications.Project Management Certificate IV or equivalentITIL Foundations or above certification highly desirable and/or equivalent operational Service Management experienceCapabilities for the roleThe NSW public sector capability framework describes the capabilities (knowledge, skills and abilities) needed to perform a role. There are four main groups of capabilities: personal attributes, relationships, results and business enablers, with a fifth people management group of capabilities for roles with managerial responsibilities. These groups, combined with capabilities drawn from occupation-specific capability sets where relevant, work together to provide an understanding of the capabilities needed for the role.The capabilities are separated into focus capabilities and complementary capabilities. Focus capabilitiesFocus capabilities are the capabilities considered the most important for effective performance of the role. These capabilities will be assessed at recruitment. The focus capabilities for this role are shown below with a brief explanation of what each capability covers and the indicators describing the types of behaviours expected at each level.FOCUS CAPABILITIESCapability group/setsCapability nameBehavioural indicatorsLevel Manage SelfShow drive and motivation, an ability to self-reflect and a commitment to learningAdapt existing skills to new situationsShow commitment to achieving work goalsShow awareness of own strengths and areas for growth, and develop and apply new skillsSeek feedback from colleagues and stakeholdersStay motivated when tasks become difficultIntermediateWork CollaborativelyCollaborate with others and value their contributionBuild a supportive and cooperative team environmentShare information and learning across teamsAcknowledge outcomes that were achieved by effective collaborationEngage other teams and units to share information and jointly solve issues and problemsSupport others in challenging situationsUse collaboration tools, including digital technologies, to work with othersIntermediateThink and Solve ProblemsThink, analyse and consider the broader context to develop practical solutionsIdentify the facts and type of data needed to understand a problem or explore an opportunityResearch and analyse information to make recommendations based on relevant evidenceIdentify issues that may hinder the completion of tasks and find appropriate solutionsBe willing to seek input from others and share own ideas to achieve best outcomesGenerate ideas and identify ways to improve systems and processes to meet user needsIntermediateTechnologyUnderstand and use available technologies to maximise efficiencies and effectivenessDemonstrate a sound understanding of technology relevant to the work unit, and identify and select the most appropriate technology for assigned tasksUse available technology to improve individual performance and effectivenessMake effective use of records, information and knowledge management functions and systemsSupport the implementation of systems improvement initiatives, and the introduction and roll-out of new technologiesIntermediateOccupation specific capability setComplementary capabilitiesComplementary capabilities are also identified from the Capability Framework and relevant occupation-specific capability sets. They are important to identifying performance required for the role and development opportunities. Note: capabilities listed as ‘not essential’ for this role are not relevant for recruitment purposes however may be relevant for future career PLEMENTARY CAPABILITIESCapability group/setsCapability nameDescriptionLevel Display Resilience and CourageBe open and honest, prepared to express your views, and willing to accept and commit to changeIntermediateAct with IntegrityBe ethical and professional, and uphold and promote the public sector valuesIntermediateValue Diversity and InclusionDemonstrate inclusive behaviour and show respect for diverse backgrounds, experiences and perspectivesIntermediateCommunicate EffectivelyCommunicate clearly, actively listen to others, and respond with understanding and respectIntermediateCommit to Customer ServiceProvide customer-focused services in line with public sector and organisational objectivesIntermediateInfluence and NegotiateGain consensus and commitment from others, and resolve issues and conflictsIntermediateDeliver ResultsAchieve results through the efficient use of resources and a commitment to quality outcomesIntermediatePlan and PrioritisePlan to achieve priority outcomes and respond flexibly to changing circumstancesIntermediateDemonstrate AccountabilityBe proactive and responsible for own actions, and adhere to legislation, policy and guidelinesIntermediateFinanceUnderstand and apply financial processes to achieve value for money and minimise financial riskIntermediateProcurement and Contract ManagementUnderstand and apply procurement processes to ensure effective purchasing and contract performanceIntermediateProject ManagementUnderstand and apply effective planning, coordination and control methodsIntermediate ................
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