Principal Technical Specialist (Service Improvement) , Transport and Main Roads

The Service Operations Team within the Information Technology Branch (ITB) is responsible for IT Service Management along with the provision of end user Technology required to support a highly mobile, digital workplace. We provide high
quality support for the services we provide leveraging an on-site and remote support model to deliver services across the state.

As the Principal Technical Specialist (Service Improvement), some of your responsibilities will include:

• Lead the analysis, design and implementation of solutions to improve services with a strong focus on customer experience working with Technical teams to automate, optimize and integrate.
• Liaise with stakeholders and Customers across TMR, to understand business needs, processes, and operations to recommend people, process and technology improvements that assist in ensuring IT operations meet the needs of our Customers.
• Work with Business Analysts and Reporting Team to identify opportunities and build a pipeline of actionable projects.
• Establish and maintain the service roadmap, identifying opportunities to develop and enhance business and customer outcomes.
• Ensure appropriate change management is conducted, including documentation and communication to the support teams and relevant stakeholders.

We're looking for someone with:

• Experience working with large scale operations on service improvement or service design activities would be highly regarded.
• Certifications in Project Management, Agile, Design Thinking or Business Analysis would be highly regarded.
• Ability to influence and provide leadership to technical operational, project teams and key decision makers relating to Service Improvement.

Applications to remain current for 12 months. Job Ad Reference: QLD/573980/24 Closing Date: Monday, 08 July 2024