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Customer Experience Senior Business Process and Improvement Analyst (Solar Victoria) (VPSG5)

Job posted: 11/06/2021
Applications close: 20/06/2021 (Midnight)
4 days remaining

4 days remaining

Job Description

Location: Various

Job type: Full time / 2 Years - Flexible

Organisation: Department of Environment, Land, Water and Planning

Salary: $101,120 - $122,348

Occupation: Analyst

Reference: VG/50940819A

Reference: VG/50940819A

Occupation: Analyst

Salary Range: $101,120 - $122,348

Work location: Various

This is an exciting opportunity for a process improvement expert to join this high energy, highly collaborative and passionate organisation. Your passion for exceptional customer experience, human centered design, customer journey mapping and best practice Process Management expertise is sought to lead and drive an end-to-end program of process improvement work across Solar Victoria, contributing to Victoria’s energy renewable targets and helping everyday Victorian’s make a difference and save on energy bills.

Reporting to the Director Customer Experience Delivery, the Customer Experience Senior Business Process and Improvement Analyst has a passion for exceptional customer experience, human centered design, customer journey mapping and best practice Process Management expertise.

This role is responsible for Solar Victoria's ‘Process Framework' including driving best practice process management, templates, process tools and documentation storage for ongoing use by the Solar Victoria team.  In addition to, and complementary to this framework, the Senior Process and Improvement Analyst will develop and document processes and customer journeys. This will be completed using process mapping tools through leading and the facilitation of process and customer experience workshops, defining process steps and confirming responsibilities, then developing the final process documentation.  A key part of this role is driving up process capabilities across the organisation, leading a Process Champions network involving training and coaching key team members across the organisation to create and document their own processes.

This position attracts a diverse skill set encompassing experience working with SDLC and Agile methodologies, Human Centered design approaches, Customer Journey mapping, workshop and interview techniques to elicit requirement gathering, mapping As Is / To Be processes and optimal experience while identifying process and experience gaps on a proactive basis, developing training-ready materials, string relationship management, problem solving and trouble shooting.

Specialist/Technical Expertise/Qualifications

  • Qualification/s in a relevant tertiary discipline such as business, commerce, or management
  • 5+ years' experience as a Business, Process Improvement Analyst
  • Highly skilled and proficient with process design/mapping tools (e.g Visio, Lucid)
  • Experience applying knowledge of business process modelling frameworks and best practice models to documenting processes
  • Managing process change and leading process and/or customer journey redesign workshops
  • Educating business users responsible for managing and operating business processes
  • Monitoring, measuring and providing feedback on process performance
  • Facilitating process workshops that involve eliciting process requirements and liaising with users

This is a fixed term position available for a period of 2 years. Location is negotiable at either Melbourne CBD or Morwell.

To be considered for this position, your application should include a supporting statement demonstrating that you meet the Key Selection Criteria detailed in the position description, including the Specialist/Technical Expertise/Qualifications and capabilities sections. 

For further information please refer to the attached position description.

Applications close at midnight on Sunday, 20 June 2021.

Other relevant information:

Preferred candidates will be required to undertake pre-employment screening, including a Declaration and Consent form and a National Police Check.

Applicants must possess corresponding work rights to be eligible for appointment for the advertised employment period. To be appointed to an ongoing position you must be an Australian Permanent Resident or an Australian/New Zealand citizen.

We are building an inclusive workplace to help realise the potential of our employees, embrace our differences, and apply our diverse thinking to innovation and delivering services to Victorian communities. All jobs can be worked flexibly and we encourage job applications from Aboriginal people, people with disabilities, young people and people from culturally diverse backgrounds. 

Customer Experience Senior Business Process and Improvement Analyst (Solar Victoria) (VPSG5)

Job type:

Full time / 2 Years - Flexible

Job classification:

VPSG5

Contact:

Kate Barnes | 0408 550 702

Customer Experience Senior Business Process and Improvement Analyst (Solar Victoria) (VPSG5)