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Position Description Business Analyst - RAQ Analyst.pdf · Position Description Business Analyst HR...

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  • Position Description Business Analyst

    HR DOC Position Description Page 1 Business Analyst

    Location/s Virtual Services - Support Service

    Reporting to Virtual Services Architecture Manager

    Direct Reports Nil

    Level Level E - As per the Relationships Australia (Qld) Enterprise Agreement 2014

    Date Updated May 2017

    About the Role The primary purpose of this position is to provide business analysis support to the Virtual Services Architecture Manager (VSAM) and the Virtual Services (VS) Leadership Team in driving service improvement initiatives, improve operational quality, productivity and management control, through the use of performance data, metrics and enhancement of system capabilities.

    Key Responsibilities

    Business Analysis and Service Improvement

    Acquire, interpret and analyse VS performance data relating to client experience and service productivity and efficiency.

    Through proactive interrogation and analysis of business information, support the VSAM with designing, implementing, monitoring and reporting on service improvement initiatives for VS.

    Assist the VSAM to design and implement a service management control and reporting system quality and productivity aligned with RAQs Finance, Quality and Program Management frameworks and systems, appropriate to a phone- and online-based service delivery model.

    Develop quality and productivity scorecards, management reports and tools (e.g. demand driven rostering) applicable to individuals, teams and service streams with input from functional leaders including Finance, Quality, Clinical Practice, and Operations.

    Systems Development Define and support implementation of enhancements to RAQs existing technology infrastructure by developing and embedding automated analysis and reporting functionality (e.g. within IEX, Avaya Aura, and Client Information System). Where new systems are required, support the VSAM in developing robust business cases for Executive decision.

    Make recommendations to the VS Leadership Team, identifying where performance efficiencies may be achieved.

    Provide the VS Leadership Team with education and training in the interpretation and use of reporting tools and systems.

    Act as VSs key contact for all performance information and systems needs, working collaboratively with IT and system vendors to meet these needs.

    Leadership and Continuous Improvement

    Contribute to the development of a client-focused performance culture in Virtual Services.

    Support the VSAM and Senior Manager Virtual Services (SMVS) in driving transformational change across VS through the provision of timely and reliable business insights.

    Lead and contribute to process improvement projects and initiatives, providing fact-based analyses to support development of improvement ideas.

  • Position Description Business Analyst

    HR DOC Position Description Page 2 Business Analyst

    Leadership contd Share collective responsibility for delivering organisational objectives, through active engagement and collaboration with employees at all levels in the organisation.

    Be a role model for effective and positive leadership which is ethical, results driven and future-oriented.

    Other Organisational Responsibilities

    Ensure adherence to organisational policies, procedures, service manuals and handbooks to deliver consistent high-quality client service provision.

    Ensure compliance with legislative and funding requirements.

    Act only in ways that advances RAQ objectives, values and reputation.

    Other duties, consistent with skills and experience, as directed by the reporting manager.

    Professional Development

    Demonstrate ongoing commitment to participation in professional development as per organisational policy and procedure.

    Be receptive to feedback and apply reflective practice to improve professional development.

    About You To be successful in this position you will have:

    Required Highly Desired

    Qualifications Undergraduate qualifications in Business, Economics, Finance or IT.

    Tertiary business qualification.

    Experience Demonstrated experience as a Business Analyst in a client-focused environment.

    Experience in design and implementation of management control and reporting systems.

    Experience undertaking a Business Analyst role within a helpline services or call centre environment.

    Knowledge

    Knowledge of key success factors for operations in a helpline/call centre environment.

    Knowledge of, and ability to apply, business/ program improvement methodologies and frameworks.

    Ability to rapidly acquire business and program/service knowledge.

    Knowledge of RAQ programs and services including Family Relationship Advice Line (FRAL), Telephone Dispute Resolution Service (TDRS), Gambling Helpline (GHL), ACT Gambling Counselling and Support Service (AGCSS), Victim Counselling Support Service (VCSS), Royal Commission Service (RCS) and Family and Relationship Services (FARS).

    Skills

    Highly developed analytical and problem-solving skills.

    Business analysis and process development skills, including competence in business process mapping.

    Highly developed IT skills including ability to extract and manipulate data using various software platforms.

    Solid leadership and emotional intelligence skills, with demonstrated ability to engage others, influence

    Ability to utilise client information systems (CIS), workforce management and rostering systems, and IP telephone platforms, e.g. Avaya Aura.

  • Position Description Business Analyst

    HR DOC Position Description Page 3 Business Analyst

    Skills contd

    organisational culture, and provide direction.

    Ability to identify opportunities for change and lead continuous improvement initiatives.

    Highly developed communication skills, both written and verbal, including an ability to prepare high level reports.

    Capacity to engage constructively and respectfully with individuals of diverse backgrounds and abilities to achieve high quality outcomes.

    It should be noted that Position Descriptions are under constant review and may be changed at any time.

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Position Description Business Analyst HR – DOC – Position Description Page 1 Business Analyst Location/s Virtual Services - Support Service Reporting to Virtual Services Architecture Manager Direct Reports Nil Level Level E - As per the Relationships Australia (Qld) Enterprise Agreement 2014 Date Updated May 2017 About the Role The primary purpose of this position is to provide business analysis support to the Virtual Services Architecture Manager (VSAM) and the Virtual Services (VS) Leadership Team in driving service improvement initiatives, improve operational quality, productivity and management control, through the use of performance data, metrics and enhancement of system capabilities. Key Responsibilities Business Analysis and Service Improvement Acquire, interpret and analyse VS performance data relating to client experience and service productivity and efficiency. Through proactive interrogation and analysis of business information, support the VSAM with designing, implementing, monitoring and reporting on service improvement initiatives for VS. Assist the VSAM to design and implement a service management control and reporting system quality and productivity aligned with RAQ’s Finance, Quality and Program Management frameworks and systems, appropriate to a phone- and online-based service delivery model. Develop quality and productivity scorecards, management reports and tools (e.g. demand driven rostering) applicable to individuals, teams and service streams with input from functional leaders including Finance, Quality, Clinical Practice, and Operations. Systems Development Define and support implementation of enhancements to RAQ’s existing technology infrastructure by developing and embedding automated analysis and reporting functionality (e.g. within IEX, Avaya Aura, and Client Information System). Where new systems are required, support the VSAM in developing robust business cases for Executive decision. Make recommendations to the VS Leadership Team, identifying where performance efficiencies may be achieved. Provide the VS Leadership Team with education and training in the interpretation and use of reporting tools and systems. Act as VS’s key contact for all performance information and systems’ needs, working collaboratively with IT and system vendors to meet these needs. Leadership and Continuous Improvement Contribute to the development of a client-focused performance culture in Virtual Services. Support the VSAM and Senior Manager Virtual Services (SMVS) in driving transformational change across VS through the provision of timely and reliable business insights. Lead and contribute to process improvement projects and initiatives, providing fact-based analyses to support development of improvement ideas.
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