Service Improvement Analyst

Higher education organisation in Townsville seeking Service Improvement Analyst

Your new company
A leading higher education organisation in Townsville is seeking a Service Improvement Analyst (with a focus on service improvement, CX and UAT) to work within a dedicated team aimed at changing the way multiple departments in this organisation works!

Your new role
The team this role sits within was created to look at specialised business units within this organisation across the HR, IT, Payroll, Marketing, admissions and Health and Safety (among other) domains to create strategies aimed at improving, streamlining and modernising how these SBU’s operate both internally (from a practice perspective) and externally (when interacting with customers also known as Customer Experience [CX]).

This team is comprised of multi-disciplinary project, change and business managers, analysts and officers who work across these multiple SBU’s to analyse, change and improve the processes and systems used by the many stakeholders who both work and interact with these units.

As for your duties, you will be charged with organising and running workshops to interact with stakeholders of all levels to gain vital information (requirements) which you will use to create user stories and process workflows that informed decisions (on relevant changes) are based upon.

In this organisations own words:

“We’re really looking for someone who is making a career of business requirements gathering, from initial problem through workshops and consultation to writing requirements for IT to develop into solutions. The person needs to be good at extracting detail from stakeholders, working with IT people and also 'getting their hands dirty' with User Acceptance Testing (UAT) and implementation co-ordination.”

This organisation teats everyone with equal respect regardless of if this individual is working in the service desk team, project team or any of the non-technical departments and encourages collaboration to get the job done. You feedback is always heard, and you will be valued not only based on your skill set, but yourself as a person.

What you'll need to succeed
To be affective within this role you will need to be able to/possess:
  • Clear and perfect communication skills (both spoken and written)
  • Work with individuals across all levels of an organisation
  • Experience within the process/service improvement space (this is essential)
  • The ability to run stakeholder workshops
  • Gather and translate technical and non-technical requirements
  • Transform requirements to user stories/workflows
  • Challenge and change rules that exist within an established institution
  • To be able to present past service improvements you have led/worked on to demonstrate your skills and knowledge during interview
  • Full Australian working rights

What you'll get in return
You will be offered a permanent role paying $97,118.00 + 17% super with 5 weeks annual leave and multiple amenities onsite including medical, gym, cafes and childcare facilities for a leading higher education organisation in Townsville.

What you need to do now
If you are interested in this role, click ‘apply now’ or email an up to date resume to If this role isn’t quite right for you but you are looking for a new position please do not hesitate to get in touch.

LHS 297508 #2685281


Job Type
Technology & Internet Services
QLD, Townsville
Projects & Change Management

Talk to a consultant

Talk to Toby Applegate, the specialist consultant managing this position, located in Townsville
Level 6, Suncorp Tower, 61-73 Sturt St

Telephone: 0740492900