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• Continuing Position
• $97,381 - $105,395 + 17% Super 

The Opportunity

The Service Improvement team builds and deploys expertise in continuous improvement, innovating with new digital and other technologies and driving customer service excellence through the delivery of the Service Improvement Program of work. 

The Service Improvement Analyst plays a key role within the UPO into provide high level practical and efficient project support for project teams and key stakeholders to ensure the delivery of strategic and improvement projects across UNSW. The role entails providing advice, project management, reporting and analytical support, developing communications, building key internal and external relationships, and developing/ consulting on key programs and projects.

Accountabilities

Specific accountabilities for this role include:

• Assist the Strategic Investment Lead and work with service and process owners across the University to develop a program of work to deliver continuous improvements to UNSW’s operating environment.
• Monitor, track and report on the status of project deliverables to ensure time, cost and quality metrics are in line with approved project plans for assigned projects.
• Provide a high level of proactive project support to project team and stakeholders.
• Assess and manage project risks and issues and provide solutions where applicable.
• Develop and manage effective communications with key stakeholders, both internal and external to the project.
• Maintain and contribute to continuous improvement frameworks, tools and methods to be used across the University.
• Provide support to service and process owners to develop business cases for projects to deliver service improvements.
• Collate metrics to measure the success of process improvements projects.
• Develop and prepare project reports, briefing papers and documentation along with new process improvement proposals and ensure that information is managed and disseminated effectively.
• Develop cross-functional relationships across the University to support the coordinated delivery of service improvement projects.

Skills and experience required for this role include the following:

• Relevant tertiary qualification with subsequent relevant experience or equivalent competence gained through any combination of education, training and experience.
• Experience in coordinating projects delivering change, preferably with service improvement outcomes, in large complex environments.
• Proven project experience, with an understanding of the project life cycle and development of project plans, objectives and documentation
• Demonstrated capacity to engage in a range of approaches to generate solutions, and to consult widely to reach negotiated, agreed outcomes.
• Proven experience in developing and maintaining working relationships with a range of stakeholders, including demonstrated capacity to provide evidence-based advice, utilising a range of approaches through engagement with stakeholders to reach agreed outcomes.
• Demonstrated ability to problem solve, identify risks and respond flexibly to changing circumstances.
• Strong verbal and written communication skills with proven ability to advocate, influence and negotiate effectively with senior executives.

Please provide a copy of your CV and a cover letter addressing your suitability to the role.

Please click Apply to submit your application online. Applications will not be accepted if sent to the contact listed.

Contact

Simone Donovan

Talent Acquisition Lead

E: s.donovan@unsw.edu.au

Applications close: 11:55pm, Wednesday, 24th February 2021

UNSW aspires to be the exemplar Australian university and employer of choice for people from diverse backgrounds. UNSW aims to ensure equality in recruitment, development, retention and promotion of staff and that no-one is disadvantaged on the basis of their gender, cultural background, disability, sexual orientation or identity or Indigenous heritage.

UNSW partners with Australia’s leading diversity organisations, networks, and campaigns. Please refer to UNSW’s diversity offerings for further information on our flexible work and leave options, and support for carers (childcare, parent rooms, parental leave).